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

[Paul33609684yfdd]

I have Acrobat Pro, but cannot edit a PDF from my desktop. I keep being asked to subscribe to Acrobat Pro, frustrating as I am going round in circles and have work to do.

[Amal.]

Hi there

Hope you are doing well and thanks for reaching out.

Please try to log out of the application, reboot the computer and re-login with the same Adobe ID and see if that works.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://adobe.ly/4580w52, reboot the computer and reinstall the application using the direct link https://adobe.ly/3Razy7n; and see if that helps.

~Amal

[anna_8366]

Why am I paying already a year for premium account and all of a sudden the premium program doesn't allow me to edit ???? 

[anna_8366]

Why am I paying already 1 year for premium and all of a sudden the premium
doesn't allow me to edit?

[Bernd Alheit]

Which mobile device do you use?

[anna_8366]

Xiaomi
Mi 10T

It was working today for 1 min I could edit. And again it doesn't allow me
to edit.
Y
If you do not fix this problem, I consider it as a fraud you guys are
taking money from clients and not providing service.

[Amal. · Accepted solution]

Hi there 

Hope you are doing well and sorry for the trouble you are experiencing.

What happens when you try to edit a PDF, do you get any error message?  if yes, please share the screenshot of the same for more clarity. A small video recording of the steps you re taking and the issue as it occurs would be very helpful. 

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. 

Also, try logging out of the application, rebooting the device, and relogging in with your Adobe credentials to see if that helps and try updating the app to the latest version available on the Play Store. 

Let us know how it goes.

[Gwyn23389336d4jb]

i have a paid account but cannot edit a PDF