Unable to access Premium Subscription Features

[l_6107]

I paid for a Premium Subscription that expires 5/15/26. It shows in my AAppleid subscriptions, as well as in the Adobe App information when I view the information via the App Store. I've reached out to Adobe Support who advised me to reach out to Apple show advised em to reach out to Adobe... someone please help me figure this out 😩

[creative explorer]

@l_6107 you are likely signed into the Adobe Acrobat Reader app with a different Adobe ID than the one linked to your Apple ID that paid for the subscription. And maybe as well a slight glitch where the app simply needs to refresh its purchase status. 

So, I would sign completely out of the Adobe Acrobat Reader app on the iPad, force close the app. Better yet, clear the history, cache and cookies on the device as well. Restart your device and then sign back in with the Adobe ID you believe is correct. Verify that the Apple ID signed in on the device is the exact one that shows the active subscription in the "Subscriptions" screen. In the Adobe Acrobat Reader mobile app, go to Settings $\to$ Subscriptions, and look for a "Restore Purchases" or "Restore Previous Purchase" option. Tap this to force the app to check the Apple App Store for the active subscription.

[l_6107]

Thank you for replying on this! Working through so many steps to figure this out, I've found the proper email associated with the subscription as well as the charge for the subscription. I cancelled the subscription to remove it from auto renewing and the subscription is showing as good thru May 2026 but the app and site are showing me as a Free subscriber and my subscription fee was not reimbursed. Anyway, still working on it 🤞🏻

[Amal.]

Hi there 

I have checked the Adobe account linked with the Adobe ID you are using on this community and unable to track any active/paid plan. Please log out of the application and re-login with the correct email used for the purchase of the plan and see if that works. 

~Amal

[l_6107]

If I signed up and paid via Apple and my email was hidden, I don’t know how
to find that. When I check the subscription in Adobe Reader and it shows
the same email address that you see. I’ll attach screenshots of what I see

[l_6107]

These two images show the message I get from Apple when I choose to renew my subscription. The other is the charge on my CC that has never been refunded... I've tried living in with every email I would've have possibly created an account with and all of them have me labeled as a Free User

[Amal.]

Hi there, 

Thanks for sharing the details. As described, you have paid via Apple and the email was hidden, there isn't much that we can do from our end. Please check the steps shared in the help article https://adobe.ly/4mUP5VQ and see if that works. 

Regards

Amal

[jillianamber]

I am having the same exact issue as you are. Did you ever figure it out? Because if I paid with my Apple, why would it be connected to another ID? I have to say it is interesting though that this just happened to me as well in June 2, 2025 mine expires June 2026. Maybe there's a glitch in their system not ours. Nonetheless I paid $75 for something I can't even use it. It's very frustrating and Apple won't refund it because there's no reason to refund it. Except for the fact that I am having no access which I would say would be considered fraudulent. I am not allowed acccess to any of the features and yet they took my money. 

[l_6107]

Haven't figured it out yet. I haven't had time yet to read the help article that someone else linked in this thread