My premium subscription will not activate

[quintin_8270]

Can anyone help me to get my premium subscription to activate and stay activated so I can convert my files to pdf!

[Amal.]

Hi there 

Hope you are doing well and sorry for the trouble. 

I have checked your Adobe account linked with the Adobe ID you are using on this community, and I am unable to find any active plan/subscription. If you may have used a different Adobe ID/Email for the purchase please logut of the application and re-login with the correct ID and see if that works.

~Amal

[quintin_8270]

 That is incorrect because I purchased through my apple account 

[quintin_8270]

Also it just started doing this about 2 weeks ago. Prior to that the app worked perfectly fine

[Amal.]

Hi there,

Could you please share a screenshot of the purchase confirmation email you received after buying the subscription?
You can send it to us via private message, as it includes the email address used for the purchase. This will help us verify the Adobe account linked to the correct Adobe ID and assist you further.

~Amal

[quintin_8270]

Attached is the screenshot of my purchase confirmation 

[Amal.]

Hi there,

Thank you for sharing the Screenshot of the purchase confirmation. However, I was not able to see the email used for the purchase. If you have used the Apple ID or masked ID for the purchase. Please use the same ID to login to the application and see if that works.

~Amal

[quintin_8270]

Attached is another email confirmation on my subscription with the email used. I have checked my saved login information and passwords used and it is [P.I removed by moderator]! As I stated previously that this issue just started happening about a month ago now. Prior to that the application was working fine! I could convert my files to pdf without any problem. So is there anyway you can maybe reset everything and or refund my $69.99 because I should not be paying for something I cannot use.

[Amal.]

Hi there, thanks for sharing the details. 

Please give us some time to get this checked with our internal team. We will share the update as soon as we get more information. 

Thank you for your understanding

~Amal