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My subscription

New Here ,
Dec 28, 2022 Dec 28, 2022

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I have an active subscription to acrobat, but I am unable to access it. Every time I try to edit a document it tells me I have to subscribe. I have an active subscription!!!! I do not understand. I have uninstalled and reinstalled the app. I have tried to start a new subscription and it will not let me. It tells me to sign in, but when I try nothing happens. I am including a screenshot of my active subscription. On my profile it says I am a free user, but that have been charging me 9.99 for a year now for something I can't access! 

8207C3BC-F5A7-4A91-B837-387842D892AA.png

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Install update and subscribe

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Adobe Employee ,
Dec 29, 2022 Dec 29, 2022

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Hello @sdorosco 

 

I hope you're doing great, and sorry for the issue you're experiencing.

 

As checked, I am unable to see any active subscription with this email address. If you have purchased the subscription from another email address, kindly share that with me via private message.

 

Could you please try to switch the network on your device? 

If you're using your Wi-Fi, please switch to cellular data and check if it works. 

 

Kindly log in with the email ID you used while purchasing the subscription.

 

Also, Try to restore your purchase with the help of this article: -

https://www.adobe.com/devnet-docs/acrobat/ios/en/managingsubscriptions.html#restore-a-subscription

 

If the issue persists, could you help us with some details -

1. Application version.

2. Device name and version.

3. A screenshot or video of the workflow you're doing.

 

Hoping to hear from you soon.

 

Regards,

Krutikka

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