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A
affi_lucien_7673
Participant
October 2, 2024
Question

AI assistant inaccessible malgré mon abonnement

  • October 2, 2024
  • 1 reply
  • 615 views

Je n'arrive pas à accéder à AI assistant malgré mon abonnement en cours 

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
October 2, 2024

Hi @affi_lucien_7673

 

I hope this message finds you well, and thank you for reaching out to us.

In order to assist you more effectively, could you please provide more details about the issue you're encountering with the AI assistant? Specifically, are you seeing any error messages? If so, kindly share a screenshot of the error, as this will help us better understand the issue and provide more accurate troubleshooting steps.

I’ve also reviewed the Adobe account linked to the Adobe ID associated with your profile on this community forum. It appears that there is no active paid subscription linked to this account. If you are using a different email address for the subscription,please send it to me via private message. Also,  share the copy of the confirmation email you must have got after purchasing the subscription, this will allow us to investigate further and provide you with the necessary support.

Thank you, and I look forward to assisting you further.

 

~Amal

A
affi_lucien_7673Author
Participant
October 9, 2024

Bonjour Monsieur. Merci de considérer mes préoccupations. J'ai accompagné ci-joint les capture demandées. Merci d'avance 

Amal.
Community Manager
Amal.Community Manager
Community Manager
November 8, 2024

Hi @affi_lucien_7673 

I hope you’re doing well.


Our engineering and backend teams looked into this, please find their finding as follows:
If a user has an active subscription through Google Play, he won’t be able to use certain features through another purchase from the Samsung store. Since you already have an active Acrobat Premium subscription via Google Play, this is why you’re unable to access the Gen-AI feature from the Samsung Store version.

 

Hope this information helps and clears the confusion.

 

Regards

Amal

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