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The apps keep saying im a free user eventhough already subscribed for 1 year

New Here ,
Jul 27, 2023 Jul 27, 2023

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Please help, i've already subscribed until may 2024 and initially there was no problem with the subscription, but lately this past few weeks i couldn't use the premium features and it keep saying that i'm a free user.

 

already tried to restore purchase but it said that subscription was found but associated with another account, but i only have this account from apple ID.

already tried to log in using email too, but it still doesn't work.

 

would somebody please help?

thank you in advance

 

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Advisor ,
Jul 27, 2023 Jul 27, 2023

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Make sure the user is logged into their Adobe account and then Go to 'Help' tab in your Acrobat Reader and choose 'Install premium features' from the drop-down menu.

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Community Expert ,
Jul 27, 2023 Jul 27, 2023

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Yes, check what @mariahweyne said and also please see if you have more than one copy of Acrobat on your computer and that you haven't opened the wrong one.

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Adobe Employee ,
Jul 30, 2023 Jul 30, 2023

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Hi @Agnes Halim,

 

Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile.

 

Adding to the suggestions above, Apple allows you to mask your primary email address to safeguard your privacy.

I suspect the purchase was made on your masked ID, and you are getting logged in using the primary email address.

 

I suggest getting in touch with Apple Support, as they would be able to map the subscription to the correct email address. 

Note: This would only work if you see the subscription here: Settings-> Your Name-> Subscriptions.

 

Hope this helps.

 

-Souvik

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