Can't edit PDFs with my paid account

[Equity2819421928tg]

I have a paid account and it won't allow me to edit documents even after I log in.  I tried chatting with support, he signed in and took over my computer, turned off the malware and now I can't open any of my PDF files.  I tried calling the support phone and I couldn't hear the representative and she couldn't get my email correct. 

I've wasted almost half a day that I can't spare on this and I'm so frustrated. 

[marcosbr]

Make sure you have installed Adobe Acrobat not Acrobat reader. You can not edit pdf with Acrobat reader. 

[Equity2819421928tg]

Of course, I know that, and that is not the problem.  

[AkanchhaS]

@Equity2819421928tg 

What exactly happen when you tried editing the document? Is there any error message received? Please share the screenshot of the Acrobat Pro screen when using the Edit tool. 

Your Adobe account shows an active subscription. So, that should let you edit the file.

• You may once, Run this cleaner tool to remove the existing installer and application’s file traces:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat installer from here:

https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

• Once installed, Sign In with your email address and password.
• For testing, Sign In on the Document cloud web and use the Edit feature. Does it work? https://acrobat.adobe.com/link/home/ 

Thanks,

Akanchha