Purchase Adobe Acrobat Export PDF

[Hamish36718142oz75]

Good afternoon,

I purchased 1 years subscription online Adobe Acrobat Export PDF and downloaded the app. When I opened a PDF file and selected 'edit text and images' I was taken to a page that said 'Start free trial now'. On my Adobe homepage, it displays my plan which includes; PDF services, and Acrobat Export PDF. Below that window a box says 'Included with your account is Adobe Acrobat', so I click on that, which takes me to a page that says 'Hi Hamish Adobe Acrobat Export PDF...', under that window is a box that says 'edit text and images' so I click on that and another window opens up and says 'start free trial'.  Am I missing something here, because my subscription displays that I can edit a PDF file, which is false. I have paid for something and did not receive it. Could someone please help me?

[jane-e · Accepted solution]

@Hamish36718142oz75 

I've moved your post from Using the Community (for questions about the forums) to Acrobat Reader Mobile for you.

Did you purchase from the App Store, Google Play, or Adobe?

Jane

[Christianna W]

Hi Hamish,

I have the same problem.  Very frustrating.  I was able to upload my PDF on my online account and convert it there, but I am now unable to access any of the PDFs using the desktop app (even to read them) because of the "free trial" window.  In my case, this happens without clicking on 'edit text and images'.  Closing the "free trial" window closes the whole program.  Chatbot says that agents are not available now (mid-day on a Saturday) but does not say when they will be available.

[Christianna W]

Hello again, Hamish,

I ended up uninstalling Adobe Acrobat Reader from my computer, then reinstalling.  It opened without being signed in to my account and was able to open and give me access to my PDF on desktop without the "free trial" window obstructing everything.  I'm hesitant to sign in, in case the same issue arises.  I think I will use the Adobe Acrobat Export PDF service online for now,  and use desktop without signing in for as long as the system allows.

[lizzo_2893]

I have a similar issue. Was editing a document,  quite a complicated edit, and it wouldn't let me save without subscription.  I paid for one year subscription, have receipt everything. And now it hasn't cajnhed anything and I still can't save the edit without paying for subscription, which I already paid for. 

So I lost my edits, have been searching for a way to contact someone for over an hour now.

Got an AI bot that couldn't put me through to am Agent because I am not subscribed!!! 

I am getting so frustrated. 

[Amal.]

Hi there 

Hope you are doing well and thanks for reaching out. 

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

Let us know how it goes.

[lizzo_2893]

I already tried that, i Have a receipt from playstore, and have spent 8.5hours on phone calls and o kine chat assist, woth Samsung, and can not get anywhere. I have tried "restore" tried signing out and signing in, tried 2 different emails, tried removing g app and reading app, it just asks me to pay again, tried updating my phone. 

[Amal.]

Hi there 

We are unable to track any active/paid subscription, using the Adobe ID you are using on this Community. if you have used another email, kindly share it with us via private message so we can track it further.