Bought subscription and it’s not working. Says I’m a Free version user

[karenorzua]

I recently bought the Premium version and it worked last month but now I tried to use it and it says I own the Free version. I'm clearly subscribed since it charged my card and my subscription automatically renewed but it's not allowing me to use it. I tried uninstalling the App, clicking on the trial option (says I'm already a paid subscriber) and nothing is working!! Help!!! 

[S S. · Accepted solution]

Hello,

I hope you are doing well. I am sorry to hear about your experience with using the subscription.

To confirm, can you use the subscription features on the online portal? 
Please try once from the given link and check if you can use the tools here: https://acrobat.adobe.com/

If the tools work there with the same credentials, please use the option to restore purchase on your application, and it should work fine for you.

Depending upon the device that you use, please click the links to learn more:

For iOS: Manage Subscriptions — Acrobat for iOS Help (adobe.com)

For Android: Subscription Services — Acrobat for Android Help (adobe.com)

Let me know if this helps.

Thanks,

Souvik.

[Chandra24528625m5st]

Same here. Did you ever figure it out?

[S S. · Accepted solution]

Hello,

I hope you are doing well. I am sorry to hear about your experience with using the subscription.

To confirm, can you use the subscription features on the online portal? 
Please try once from the given link and check if you can use the tools here: https://acrobat.adobe.com/

If the tools work there with the same credentials, please use the option to restore purchase on your application, and it should work fine for you.

Depending upon the device that you use, please click the links to learn more:

For iOS: Manage Subscriptions — Acrobat for iOS Help (adobe.com)

For Android: Subscription Services — Acrobat for Android Help (adobe.com)

Let me know if this helps.

Thanks,

Souvik.

[Cornelia346433378238]

Same problem here duper annoying past 3 months

[S S. · Accepted solution]

Hi @Cornelia346433378238,

I checked your email registered on the community, and the subscription for Acrobat Premium stands canceled on your account.

That is the reason you are unable to use the premium features.

I recommend re-purchasing the subscription from your store to have a seamless experience with the premium features.

Hope I was able to clarify the issue.

-Souvik