Formal Complaint – Discrepancy Between Desktop and iPad Versions Adobe despite active license

[alejandro_0521]

I am writing to submit a formal complaint regarding a significant limitation I am experiencing with Adobe Acrobat on iPad, despite being an active paying subscriber.

While I can freely annotate, highlight, and write comments on protected PDF files using the desktop version of Acrobat (on both Windows and macOS), the iPad version of the same application does not allow me to perform these actions — even on the exact same documents and with the same account.

This discrepancy severely affects my workflow and defeats one of the main reasons I pay for a full Acrobat license: seamless, cross-platform functionality. The current situation suggests that the iPad version does not offer equivalent capabilities to the desktop version, even though they are marketed under the same subscription and price model.

I kindly request that Adobe:

1. Acknowledge this limitation and clarify whether it is a known technical restriction or a product design decision.
2. Escalate this issue to the product development team to address the lack of feature parity between desktop and iPad versions.
3. Provide a timeline or roadmap for when full annotation features — including on protected PDFs — will be available on iPad.

I look forward to your response and a resolution to this matter. As a long-time paying customer, I believe it is fair to expect the same level of functionality across all platforms covered by my subscription.

[try67]

> The current situation suggests that the iPad version does not offer equivalent capabilities to the desktop version, even though they are marketed under the same subscription and price model.

They are absolutely not the same. The mobile version is much more limited. Where did you see that it said they offer the same functionalities, or that it said that a functionality exists on the mobile version, which is not actually there?

[Amal.]

Hi there 

++ Adding to the discussion 

For more information about the Acrobat Mobile app please check the help page https://adobe.ly/4hoPyyz 

You may also share you feedback with the development team here https://adobe.ly/3WOvjR7 for their consideration and implementation.

~Amal

[alejandro_0521]

Highlighting text, adding comments, and making handwriting annotations are core functionalities of Adobe Acrobat — and they should work consistently across both the desktop and mobile applications. If these features do not behave the same way with the exact same PDF files and account, it clearly indicates an issue in how the mobile application interprets the file permissions.

Furthermore, considering that both applications are developed by the same company, it makes little sense that the mobile version cannot interpret standard PDF permissions — a fundamental capability that is far from being “rocket science.”

This inconsistency undermines the cross-platform experience that customers expect when paying for a full subscription.

[try67]

In what way is it not working the same? Provide a detailed description, please, and share a sample file that demonstrates it.

[alejandro_0521]

Already answered below. 

[try67]

I just tried it with a secured file (on Android, not iOS, but it shouldn't matter) that allows commenting, and it worked fine. Unless you can provide a sample file, it's very difficult to help you any further with this issue.

[alejandro_0521]

Hello,

As I mentioned before:

• The files I am working with are protected — but they explicitly allow highlighting, handwriting annotations, and similar actions. These permissions work perfectly in the desktop applications and the Android app. So, thank you for confirming what I had already explained.
• However, the issue arises specifically with the iOS app (on both iPhone and iPad). With the same files, there are no problems on other platforms, but on iOS I receive a message stating that the document is “read-only,” preventing me from performing actions that should be allowed. This clearly indicates that the problem lies in the application itself, not in the files.
• I cannot upload these documents due to copyright restrictions. I have also reported this issue to the iOS development team.

To be honest, I have rarely experienced such a disappointing level of support for a paid product — repeatedly questioning the accuracy of my description and failing to understand the legal constraints that prevent me from sharing these files.

Best regards.

[try67]

- You did not mention anything before about Android.

- Seeing the file is critical to being able to reproduce the problem.

- I do not work for Adobe, and this is not Adobe Support, but a User-to-User Forum (for the most part). Most people posting here do so voluntarily, in their free time, including myself. But I won't bother trying to help you any further. Good luck with your problem.

[alejandro_0521]

@try67 Thanks for your help for the community.

Let´s see how official support deals with the problem. @Amal. I have uploaded the bug into the forum you shared, thanks.

[S. S]

Hi @alejandro_0521,

Hope you are doing well.

I went through the thread, and here are a few pointers that may provide clarity on how protected files are handled on mobile devices:

1. Android devices create a local image of the file where you can annotate, draw, or comment on the file. However, this is at the device level, and they are not embedded within the file itself.

2. The desktop and mobile/tablet versions of Acrobat work in different logics, where desktops can directly embed annotations to a file with the level of security allowed, Reader mobile does not have the same capabilities, and embedding directly equals changing the file dynamics, which gets flagged.

As you mentioned, having already posted on the Uservoice forums, please share the link to your post here so that other users with similar feedback can upvote it.

The more the upvotes, the bigger the impact.

Regards,
Souvik.

[Bernd Alheit]

Do you use protected PDF files?

[alejandro_0521]

Yes, I use protected files provided by a university institution.

The file permissions explicitly allow taking notes and making handwriting annotations, but they restrict copying text and capturing images. These functionalities work correctly in the desktop application and the Android app, but not in the iOS mobile apps (both iPhone and iPad).

When I attempt to perform these actions (handwriting, highligt, etc.) on iOS, an error message appears stating that the files are protected and I cannot perform.

As these documents are protected under copyright laws, I am unable to share them.