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Subscription not registering

New Here ,
Mar 22, 2022 Mar 22, 2022

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My account is showing 'free user' and will not recognize the Acrobat Premium I paid for. I have reinstalled, signed-out and signed-in. I also lost all files within the app. Please help. 

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Adobe Employee ,
Mar 23, 2022 Mar 23, 2022

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Hi @jeremy23702796rn5f 

 

Make sure that the email you have used to sign in with should be the same which was used to purchase the subscription.

 

Let us know if that helps.

 

Thanks,

Harsh

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New Here ,
Mar 23, 2022 Mar 23, 2022

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Hello, Yes, I am using the same registered email.

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New Here ,
Mar 23, 2022 Mar 23, 2022

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C9E1C069-AEFF-4EB6-A517-9118B7F6C878.pngBDE3E6E8-61F7-478A-993C-AABB793C4C01.png

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Adobe Employee ,
Mar 23, 2022 Mar 23, 2022

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Thanks for providing the details.

As we have checked your email, there is no active subscription on this one. Kindly provide us the purchase receipt which shows the email on which it was purchased. Also, kindly confirm which OS you are on?

Please check out this link if this somewhat resembles your issue.

https://community.adobe.com/t5/acrobat-reader-mobile-discussions/premium-features-for-acrobat-on-ipa...

 

Thanks,

Harsh

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New Here ,
Mar 24, 2022 Mar 24, 2022

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Same issue! I paid for a year and message says - cannot restore purchase" I own a small LLC and have work to do! 

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New Here ,
Apr 14, 2022 Apr 14, 2022

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I'm having the same issue. All my documents in document cloud are gone, and it is telling me I'm a free user. I have an account which subscriptions says is good through Oct 4 2022. Help

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Adobe Employee ,
Apr 15, 2022 Apr 15, 2022

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Hi @mcgaposchkin 

 

It happens when a different email is used. Make sure you use the same email that you have used to save the email which you have used while saving the documents. If you are still not able to see the documents, kindly send us the email in a private message.

 

Thanks,

Harsh

 

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