Acrobat Reader Samsung Subscription

Report · Aug 16, 2022

Hello,

I am really unsatisfied with what has happened. A week ago I needed to use acrobat on my phone as I was away and had to sign some documents and this was pretty much the only time I used it. I found out that I had to start a subscription to be able to edit the doc but while trying to do it I got an error and thought okay maybe there was an issue with my connection and when I tried to do it again(this is to start the 7 days trial) it was giving my an error saying that I already had purchased this. Now fast forward a week from that time I get a receipt where £53.89 VAT included are gone from my account while acrobat still shows that I don't have a subscription so there was no way for me to cancel and still not and just losing money. Great, now can I please somehow cancel this and please get my money back? I never ended up using the premium feauture anyway as I still have no acess to it, just somehow getting my monety though.

Report · Aug 16, 2022

@Panagiotis5C94 wrote:

can I please somehow cancel this and please get my money back? I never ended up using the premium feauture anyway as I still have no acess to it, just somehow getting my monety though.

When you subscribe to something through Google Play, then you need to cancel through Google Play. Adobe is not involved in your transaction.

Details for Google Play here:

https://www.adobe.com/devnet-docs/acrobat/android/en/managingsubscriptions.html#manage-subscriptions

Jane

Report · Aug 17, 2022

Hello Jane, it was done in Galaxy Store somehow which I have never used thus I could not figure how to cancel it though now that I did how would I go for a refund as I don't want to keep this and once I cancelled I didn't see the option for a refund. Many thanks!

Report · Aug 17, 2022

Hi @Panagiotis5C94

You need to contact the Galaxy Store since Adobe wasn't involved. Scroll a little further down the page to the heading "Cancellation fee and refunds" or use this link:

https://www.adobe.com/devnet-docs/acrobat/android/en/managingsubscriptions.html#cancellation-fee-and...

Jane

Report · Aug 17, 2022

@Panagiotis5C94 Hi,

Adding to what Jane said, I checked your account details and could not look for any active subscription for Acrobat Premium.

Would you mind uninstalling the application and installing it again from Samsung Store? It could be an issue with the server from where the application is installed. [For example, if the application is installed using Google Play Store, the subscription status would be tried to be checked from Google, which isn't the case here and vice-versa].

Also, you may refer to the below link to know how to cancel your subscription from the Samsung store:

How Do I Cancel a Subscription in Galaxy Store (samsung.com)

Let me know if this helps.

Thanks,

Souvik.

Report · Aug 17, 2022

@S. S wrote:

@Panagiotis5C94 Hi,

Adding to what Jane said, I checked your account details and could not look for any active subscription for Acrobat Premium.

Souvik.

Souvik, can you see if @Panagiotis5C94 had a subscription previously? In the first post they couldn't cancel. According to the second post, they were finally able to cancel but are seeking a refund. The cancellation would have been in the past day.

Jane

Report · Aug 17, 2022

Hi Jane,

I checked with the email address which @Panagiotis5C94 has provided on the screenshot and the one registered on the community.

I could not get any subscription or previous history on our end. However, since there is an order number in one of the screenshots, I will check this internally on both our portal and Samsung's portal to look for the disconnect.

I will update the thread as soon as I get the necessary update.

Regards,

Souvik.

Report · Aug 18, 2022

Hello Souvik,

I managed to cancel the subscription and what I am looking for is a refund currently.

That is the issue, no subscription could be seen/was working. It just took my money. I believe there was a connection error at the time I attempted this and it caused everything to sort of crush. I did uninstall and re-install from both stores with no luck as to being able to restore the purchase or even figure which account for sure has the subscription(I have a different samsung store account thus may be the reason it cannot be seen from this end). But I will try to contact people from galaxy store about it to, this far I called adobe and Samsung and no one could figure as to what exactly happened with it.

Really appreciate all the help and best regards.

Report · Aug 18, 2022

I wanted to add what frustrates me the most is how adobe support sends me over to Samsung which does make sense don't get me wrong but Samsung seems horrible with deaing with such things, all they have in the support site is, our products our products oh and our products. They literally cannot help with anything else, there is no option anywhere for what I am looking for or who to properly contact.

Report · Aug 18, 2022

@Panagiotis5C94 Hi,

Thank you for the heads up. I have shared the information with the team, and they will act on it. I will update you further as soon as possible.

Thanks,

Souvik.

Report · Aug 18, 2022

Thank you so much Souvik, I really appreciate all the help!

Best regards

Panos

Report · Aug 25, 2022

@Panagiotis5C94 Hi,

A full refund has been initiated for your subscription. The amount should settle to the source within the next 3-5 business days.

Regards,

Souvik.

Report · Jul 24, 2025

Hello, I am having the same issue and Samsung and Adobe have not been able to resolve it. How do I initiate a refund?

Report · Jul 24, 2025

Report · Jul 24, 2025

Report · Jul 24, 2025

I am having the same issue and Samsung

By @Zealous_Lionheart3402

Can you please confirm that your "same issue" is that both your account does not show that you have a subscription and that you were also charged? Please clarify .

Jane

Report · Jul 24, 2025

Hi, yes, I purchased a subscription through Samsung, but it shows I'm still
a free user. If I click on purchase, it says already purchased. See
attached screenshots.

Thanks

Catherine

Report · Jul 24, 2025

Report · Jul 24, 2025

Hi @Zealous_Lionheart3402,

Hope you are doing well. Sorry for the trouble with using Acrobat Reader for Mobile.

From what it seems, you made the purchase from Samsung Galaxy Store, and the app is downloaded from Google Play Store.

This could also lead to a mismatch in the application package, and thus the app not recognizing your subscription.

Please uninstall the app once > open Samsung Galaxy Store > install Acrobat.

Also, login to https://adobe.ly/40DgQKd and check if the tools are available to use there.

If your subscription is active, you should be able to use the tools there.

If not, then I recommend checking the email address you have used to purchase the application subscription.

Let us know how it goes.

Regards,
Souvik.

Report · Jul 26, 2025

Hi @Zealous_Lionheart3402,

Hope you are doing well. Sorry for the trouble with using Acrobat Reader for Mobile.

From what it seems, you made the purchase from Samsung Galaxy Store, and the app is downloaded from Google Play Store.

This could also lead to a mismatch in the application package, and thus the app not recognizing your subscription.

Please uninstall the app once > open Samsung Galaxy Store > install Acrobat.

Also, login to https://adobe.ly/40DgQKd and check if the tools are available to use there.

If your subscription is active, you should be able to use the tools there.

If not, then I recommend checking the email address you have used to purchase the application subscription.

Let us know how it goes.

Regards,
Souvik.

By @S. S

Hi Souvik, I have tried the suggestions above and am still getting the same errors. Please see attached which shows I purchased a yearly subscription for this email address. Also attached is the same adobe account showing I'm still a free user and the error message saying already purchased if I try to purchase another subscription.

Report · Jul 27, 2025

Hi there

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

As seen from the screenshot, you are using the same email on the Samsung Store and Adobe to log in. Please make sure that you have downloaded the Acrobat mobile App from the Samsung Store (using the same Email). Also, try to restore the purchase: Open the Acrobat App on mobile > Tap on the profile icon > Subscriptions > Restore Purchases

Also as suggested earlier, have you tried login to https://adobe.ly/40DgQKd and check if the tools are available to use there.

Let us know how it goes.

~Amal

Report · Jul 28, 2025

Hi Amal, yes, I downloaded Acrobat mobile App from the Samsung Store using
the same Email. If I restore purchases it says could not find any purchase
to restore, but if I try to repurchase, it says already purchased.see
attached screenshots.i tried to login to https://adobe.ly/40DgQKd and the
tools are not there. As these does not seem to be a solution, could you
please initiate a refund?

Thanks

Catherine

Report · Jul 28, 2025

Hi Catherine,

We are sorry to hear that the issue still exists, to submit your cancellation request and to know more about how to manage your subscription, please check the help page https://adobe.ly/4f9DHD8

Also, we have logged a ticket with our backend team to further look into this issue.

~Amal

Report · Aug 11, 2025

Hi Amal, I submitted a refund request on 28.07.25 using the form you provided but I haven't recieved any update. Could you please help check the status of my request? I submit the request within 14 days of the purchase date.

Thanks

Catherine

Hi Catherine,

We are sorry to hear that the issue still exists, to submit your cancellation request and to know more about how to manage your subscription, please check the help page https://adobe.ly/4f9DHD8

Also, we have logged a ticket with our backend team to further look into this issue.

~Amal

By @Amal.

Catherine

Hi Catherine,

We are sorry to hear that the issue still exists, to submit your cancellation request and to know more about how to manage your subscription, please check the help page https://adobe.ly/4f9DHD8

Also, we have logged a ticket with our backend team to further look into this issue.

~Amal

By @Amal.

Report · Aug 11, 2025

Hi Catherine,

We are sorry to keep you waiting.

We have received your cancellation request via the form, and our cancellation team is working on it. As soon as the plan is canceled and the refund is issued, you will receive the confirmation email.

~Amal