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Acrobat Export PDF doesn't recognize my current, active subscription

Community Beginner ,
Sep 01, 2020

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Hi, I have a current Adobe Export PDF subscription, but when I open Adobe Acrobat it says I am on a trial version that will expire in 7 days and I can't figure how to make the software recognize my active subscription. I've tried uninstalling and reinstalling it, but to no avail. 

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Acrobat Export PDF doesn't recognize my current, active subscription

Community Beginner ,
Sep 01, 2020

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Hi, I have a current Adobe Export PDF subscription, but when I open Adobe Acrobat it says I am on a trial version that will expire in 7 days and I can't figure how to make the software recognize my active subscription. I've tried uninstalling and reinstalling it, but to no avail. 

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Sep 01, 2020 0
Most Valuable Participant ,
Sep 01, 2020

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Revert to trial https://helpx.adobe.com/manage-account-membership/cc-reverts-to-trial.html may help
-and troubleshooting FAQ https://community.adobe.com/t5/Get-Started/Troubleshooting-FAQ-What-should-I-do-if-I-have-a-membersh...
-and https://helpx.adobe.com/creative-cloud/kb/cloud-website-shows-trial-purchase.html
This part copied from Nancy_OShea
1. Open CC Desktop App.
2. Click the gear icon > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar (top right image).
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

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Sep 01, 2020 1
Adobe Community Professional ,
Sep 01, 2020

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... and if this all does not work, your only option is to get in touch with Adobe's customer support.

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Sep 01, 2020 1
Community Beginner ,
Sep 01, 2020

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thank you for your answer. at this point, I will wait a bit to try this solution, as I cannot aford to lose access to this function at this moment, for work reasons, so I'll wait for my PAID "trial period" to expire, in 6 days... I'll let you and the rest of the community know how it went when I eventually do it. 🙂

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Sep 01, 2020 0
Community Beginner ,
Sep 01, 2020

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oh, I forgot to add, I was told by a customer support agent that Adobe is no longer giving support to this product, which sort of baffled me... and, made me think that maybe I should no longer be willing to pay for it.

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Sep 01, 2020 0
Adobe Community Professional ,
Sep 01, 2020

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They may not support the actual product, but but as far as I know, licensing and subscription problems should still be handled by customer service. 

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Sep 01, 2020 1
Community Beginner ,
Sep 01, 2020

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hi again, I did all the steps suggested on the link above, except for the last one, 'reset host files manually'. then, I moved over to the customer support chat, where a nice agent took over my computer and fixed the problem remotely. apparently, it was as simple as uninstalling/reinstalling Reader DC, and then updating something, sorry I cannot be more specific, as this person did it so quickly I could barely follow it. problem fixed! thanks again for your kind help.

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Sep 01, 2020 0
Adobe Community Professional ,
Sep 01, 2020

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I am glad it worked out. My general rule for unhelpful customer service is to just try again and hope that the next CS rep will be more helpful 🙂

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Sep 01, 2020 0
Community Beginner ,
Sep 01, 2020

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I'll make sure never to forget that rule! 😀

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Sep 01, 2020 0