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Acrobat Reader Samsung Subscription

Community Beginner ,
Aug 16, 2022 Aug 16, 2022

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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.

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Community Expert ,
Aug 16, 2022 Aug 16, 2022

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@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

 

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Community Beginner ,
Aug 17, 2022 Aug 17, 2022

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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!

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Community Expert ,
Aug 17, 2022 Aug 17, 2022

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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

 

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Adobe Employee ,
Aug 17, 2022 Aug 17, 2022

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@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.

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Community Expert ,
Aug 17, 2022 Aug 17, 2022

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@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

 

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Adobe Employee ,
Aug 17, 2022 Aug 17, 2022

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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.

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Community Beginner ,
Aug 18, 2022 Aug 18, 2022

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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.

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Community Beginner ,
Aug 18, 2022 Aug 18, 2022

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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. 

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Adobe Employee ,
Aug 18, 2022 Aug 18, 2022

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@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.

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Community Beginner ,
Aug 18, 2022 Aug 18, 2022

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

 

Best regards

Panos

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Adobe Employee ,
Aug 25, 2022 Aug 25, 2022

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@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.

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