AI Subscription not working

[kudakwashe_3879]

I purchased the AI subscription in December via the Google play store but I have not been able to access it. When I try restore the purchase it says there is an active subscription for account null which I don't understand because I made the purchase for the premium features in the same way and those are working just fine. I've tried signing out and back in a suggested but this hasn't worked. Reinstalling also hasn't worked. The play store said to contact the developer. Adobe customer service said the funds from Google need to reflect first.

Please fix or please refund me. 

[Amal.]

Hi there

I hope this message finds you well. Thank you for reaching out and bringing this to our attention.

After reviewing the Adobe account associated with the Adobe ID you are currently using on this community, I was unable to locate any active or paid subscription for Adobe Gen AI.

This issue may be due to an email mismatch. Please verify that the email address linked to your Google account (used for the Play Store) matches the email address associated with your Adobe account. Ensuring consistency between these accounts often resolves such discrepancies.

Additionally, to assist you further, could you kindly provide a screenshot of the error message that states, “There is an active subscription for account null”? This will help us escalate the matter to our backend team for a thorough investigation.

We appreciate your cooperation and look forward to your response.

[kudakwashe_3879]

Hi Amal,

Thanks for getting back to me. I purchased the AI Assistant subscription and the premium version both using my playstore account. I used the same email addresses for both of these purchases and it is the same email address for my Adobe account. The premium subscription is working fine but the AI subscription is not. Please see the screenshots attached.

[kudakwashe_3879]

Hi

Is there any feedback on this?

[kudakwashe_3879 · Accepted solution]

For anyone who is having this same issue, mine was finally resolved by contacting the developers. I got their details on the app page of the google play store under app support. It took a bit of back of forth as they worked to fix the issue but it is now finally done.