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I have a trouble of my subscription and i have already purchased

New Here ,
Apr 24, 2023 Apr 24, 2023

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I have a trouble of my subscription and i have already

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Cancel subscription

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New Here ,
Apr 25, 2023 Apr 25, 2023

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Same here! I only have one Adobe ID, but this app is saying my subscription is under a different one. Screenshots provided in case they may be useful. As far as I know, all PII has been removed.

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Adobe Employee ,
Apr 27, 2023 Apr 27, 2023

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Hi @Emmanuel Mbwa29564504epgh,

 

Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile's subscriptions.

 

I checked your email address registered here in the community and saw an active subscription for Acrobat Premium.

 

Please let me know the 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 fix the subscription: Subscription Services — Acrobat for Android Help (adobe.com)

 

@antigonek, Have you checked if you are logged in with the correct Apple ID? 

 

Apple masks your Email address to create a separate ID to safeguard your privacy. What happens, in turn, is making a separate entity when you purchase a subscription on the masked ID; the platform will not recognize if you are logged in with the manually typed-in ID.

 

Please try the below steps:

1. Log out of the application;

2. Log in back by selecting the option  "Login using Apple ID"-> if prompted, select the masked ID and then check.

 

Hope this helps.

 

-Souvik

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