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Isabelle38790306drqh
New Participant
July 24, 2024
Question

Already subscribed but won’t recognize it

  • July 24, 2024
  • 2 replies
  • 1212 views

I have a Premium subscription through Apple App - I have gone into my subscriptions and confirmed this and the subscription is valid until Oct.

 

When in Adobe app on my IPad Pro (4th gen) for past few weeks now,  it will not recognize my subscription, tells me I need to subscribe, when I click ok, it says already subscribed.  When I click restore purchase it says "an error occurred when attempting to restore purchases" sometimes.  other times,it says it's associate with another account, which it is not, as I have just confirmed...I have tried turning iPad off and restarting, signing out and then back in multiple times (always using Apple ID).  Can you please help me clear this up?

 

    2 replies

    A
    avid_zest7139
    New Participant
    November 26, 2024

    I'm having the same problem. Was this ever resolved for you? 

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    November 27, 2024

    Hi there

     

    Hope you are doing well.

     

    This seems to be an Email ID mismatch issue; please make sure that the Email ID used to purchase the AI assistant is the same as the Email ID used to log into the Acrobat Reader mobile app, reboot the device once, and see if that helps.

     

    Let us know how it goes.

     

     

    S
    sydney_6917
    Participating Frequently
    March 23, 2025

    I'm having the same issues with android. Only ever had one account, and email from my Google play store, but it's not recognizing the purchased. Please help. 

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      July 25, 2024

      Hi @Isabelle38790306drqh 

       

      I hope you're doing well, and thank you for reaching out.

       

      I have reviewed the Adobe account linked with the Adobe ID you are using on this community, but I was unable to find any paid subscription associated with it.

       

      If you used a different email address to purchase the subscription, please let us know so we can investigate further. Providing a screenshot of the purchase receipt would also be very helpful.

       

      Regards

      Amal

      A
      Anonymous
      July 26, 2024

      I have similar problem.  After renewal using apple id, adibe can jot recognize it. When tried to restore purchase, it can not recognize. 

      i have copy of renewal purchase and hiw to send to adobe?

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