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Says I must subscribe, but I already have premium.

New Here ,
Mar 03, 2021 Mar 03, 2021

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Keeps saying I am a free user, but I subscribed for premium.  I cannot edit my document.  Please advise.

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Edit and export , Install update and subscribe

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Mar 18, 2021 Mar 18, 2021

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Hi Leew17,

 

Hope you are doing well.

Thank you for posting your query here. Please help me with few details to understand your issue better.

  1. OS version?
  2. Make and model of your device?

Try to sign out and sign in back to your account. Do the following to restore your subscription:

  1. Tap the profile icon.
  2. Tap Subscriptions or Manage subscriptions
  3. Tap Restore Purchases.

For more help refer to: https://helpx.adobe.com/in/acrobat/mobile-app-faq.html

 

 

Let us know how it works at your end. If you have any further queries please feel free to reach out to us. We would be more than happy to assist you.

Regards

Ria

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New Here ,
Mar 18, 2021 Mar 18, 2021

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I am also subscribed to premium and it shows this in my account but am being treated to a trial. Logged out and back in. Pressed button to restore purchases but it said I didn't have any. Please advise.

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New Here ,
Apr 21, 2022 Apr 21, 2022

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I have the same problem (says I am a free user when I have premium). I tried the above advice but it says "unable to restore purchases." Now what? I have a 4th generation IPad with 15.4.1 installed

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Contributor ,
Apr 22, 2022 Apr 22, 2022

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@Kenneth24141182fmoj 

 

Hi,

 

Hope you are doing well. I am sorry to hear that you are experiencing issues with using your premium subscription.

 

Just to check, can you log in to document cloud using the same e-mail address that you have the subscripiton on and check if the tools are working there for you or not.

Link for document cloud: https://www.adobe.com/documentcloud.html

 

If the tools work here, then you can try logging out of the application-> restart the device-> log back in with the same e-mail address that you used on document cloud and then use the application.

 

Let me know if this helps.

 

Regards,

Souvik.

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