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I have trouble restoring my subscription

New Here ,
Jun 24, 2022 Jun 24, 2022

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I'm having issues with my subscription, I tried restoring it,they said they saw I had a subscription but its attached ro another email,whereas this is the only Adobe account I have and that is only email I attached. I'm using Adobe 22.06.00 (20220614.115655) iPhone 11 pro with ios 15.1. Please I need an answer urgently cos this has been delaying my work. Thanks 

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General troubleshooting

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Adobe Employee ,
Jun 24, 2022 Jun 24, 2022

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Hello Salam,

 

I hope you are doing well. I am sorry for your experience with Acrobat Reader Mobile.

 

I tried searching for an active subscription using the email address that you have registered here on the community but couldn't.

 

You could have a subscription with your Apple ID and are signed in using your Google ID.

 

Please try the below steps:

1. Log out of Acrobat Reader Mobile;

2. Reboot the device;

3. Login using your Apple ID.

 

Let me know if it helps.

 

Thanks,

Souvik.

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New Here ,
Jun 28, 2022 Jun 28, 2022

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I'm still having the same issues even after I did that multiple times. The email address attached to the subscription is the email address I used to setup this Adobe community, and my Apple ID is the same with the email address 

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Adobe Employee ,
Jun 28, 2022 Jun 28, 2022

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Hello,

 

I cannot find an active subscription on the email address registered here.

 

It would be great if you could share with me the subscription details from your App store so I can investigate further. 

If the subscription is active on your end, you are being charged for the same, right? Please share a screenshot of the receipt for the latest charge made for the subscription and the Order details from App store and I will get it checked from the backend and get back with the resolution.

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New Here ,
Jun 28, 2022 Jun 28, 2022

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Those are the different screenshots I get from them and the proof that shows I still have an active subscription that will auto renew this December 

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Adobe Employee ,
Jun 28, 2022 Jun 28, 2022

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@Salam24983548lmr0 

 

Thank you so much for sharing the screenshots. I would, however, need the Order number. On the page where you took the screenshot for subscription, please click on Acrobat Premium and then share the snip of the page that comes next. 

This is because the subscription does not show up on our records.

Thanks,Souvik.

 

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New Here ,
Jun 28, 2022 Jun 28, 2022

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