Amount got deducted but couldn't access the subscription

[Trishala5EA0]

Hello, I recently paid for the 1 month subscription. The amount got deducted but it still shows that I'm a free user and I can't access any of the premium features. Can anyone help me out in solving this issue? 

[Ria Tagra]

Hi @Trishala5EA0 ,

Sorry for the difficulties while restoring your subscription. The Restore Purchases workflow breaks after Acrobat updates from a store that’s different from the original install store. 

Details: When Acrobat updates manually or automatically from a store which is different from the original store, the restore subscription workflow breaks. For instance, when you download the app from Google’s Play Store but update it via Samsung’s Galaxy Store, it results in a dialog that asks you to reinstall the app. 

1. Back up your data as follows: From the Home view, tap Files > On this Device. 
2. For every file that you need to back up, tap overflowicon 
3. Choose Save a Copy, select a location and complete the workflow. 
4. The files in the Recent list are likely already backed up. With Acrobat open and a network connection, cloud files should already be synced. Acrobat’s local storage automatically is deleted when the app is uninstalled. 
5. Uninstall the app. 
6. Reinstall the app from the app store where you originally purchased your subscription. 

For more help refer to:adobe.com/devnet-docs/acrobat/android/en/managingsubscriptions.html#resolve-issue-in-restore-purchases 

Let us know how it works at your end. If you have any further queries please feel free to reach out to us. 

Regards 

Ria 

[Izaan5FB7]

I have paid for one month subscription of Rs. 340 but my subscription not added so far. 

[Ria Tagra]

Hi @Izaan5FB7 

Sorry for the inconvenience caused. Try to restore your account using below given steps:

1. Tap on profile icon.

2. Tap on subscription.

3. Tap on restore purchase.

For more information try: https://www.adobe.com/devnet-docs/acrobat/ios/en/managingsubscriptions.html#cancel-a-subscription

Let us know how it works on your end.

Regards 

Ria

[Lijo Mon Jose352342089zkb]

I have the same issue today and Tapping on Restore Purchase did not work. Please advise. 

[S. S · Accepted solution]

Hi @Lijo Mon Jose352342089zkb,

I hope you are doing well. I am sorry for the trouble.

I checked your email address registered here in the community and cannot find an active subscription for Acrobat Premium.

Please let me know what error you get when trying to use Acrobat. A screenshot of the error would be great.

If the application is unable to identify the subscription, you may try a few steps below:

1. Logout from Acrobat Reader Mobile;

2. Restart the device;

3. Log in back to the device.

If these do not work, you may try restoring the subscription. Please refer to the link to learn how to restore the subscription: Manage subscriptions — Acrobat for Android Help (adobe.com)

Let me know if this helps.

Thanks,

Souvik.