Question: Signing in

Report · Nov 01, 2013

When I want to convert to Word, I can't sign in to PDF documents that I have downloaded that have icons on the top and the sign in feature on the side. I can only sign in when I use the link provided in an email with my renewed membership. Is this because the former version of signing in is no longer in use? When I try to sign in on the side of a PDF using my current password, I get a message that my 'trial membership' has expired and I need to join. I never had a trial membership....I paid full fee and my current password is not accepted. Yet when I sign in using the link provided in the email I received when I rejoined, there is not problem. Please advise. Thanks

Report · Nov 05, 2013

Hi,

I am sorry for the trouble.

It seems that you have a duplicate subscription. One is the renewed subscription and the other is the one you subscribed in a few days later of renewed one.

Please let me know which one to cancel.

Thank you.

Hisami

Report · Nov 05, 2013

Thank you for responding. Yes...I noticed on my credit card bill that there was a duplicate subscription. I tried calling the 800 number on my credit card bill but I was not able to get through. Thank you for offering the cancel the extra subscription. You can cancel the one submitted on 10/14. Thank you very much.

I am also wondering why I can't sign in when I get a PDF with the icons at the top and the sign in section on the side. Does this mean I need to update my Adobe software? Please advise.

Thanks again for offering to cancel the second subscription. Clearly that is mistake....maybe it happened in my frustration when I could not sign in.

Andrea

Report · Nov 05, 2013

Hi Andrea,

Thank you for your quick reply.

I will process your request now and you will be able to login with the other Adobe ID.

Please let me know if you still have the log in problem.

Hisami

Report · Nov 05, 2013

Hisami,

Thank you very much for taking care of the second subscription. Will I get an email that will confirm that my credit card is being credited? Or will I need to call my credit card company to find out if it went through? Please advise.

I am not sure of what you mean when you say 'you will be able to log in with the other Adobe ID'.

I am assuming you are talking about the older version when the icons are in a menu bar above the document and there is a panel on the right side for signing in.

Note: I did change my password when I renewed my subscription. The older version does not accept that new password nor does it accept my former password.

Question: Do I need to download an updated version of Adobe so that I will be using the same version that I use when I use the link that was in the email I received when I recently renewed my subscription.? Please advise.

Thanks for your help regarding the second subscription.

Andrea