Where Are My Files After Adobe Sign Trial Ended?

[Incredible_Crystal9445]

Hi Adobe Community,

I was using Adobe Acrobat Sign under the free trial, during which I uploaded and signed several important documents. However, after the trial expired, I can no longer access any of these files. The “Manage” section now shows no record of my previously signed or uploaded agreements.

I contacted Adobe support but received no real help. They told me to either upgrade to a paid plan or “search for help in the community.” This is extremely disappointing, especially considering these are my own documents and data.

:question_mark: My main concerns are:

1. Why are files created during the trial locked behind a paywall? I understand limiting premium features, but shouldn't I be able to at least view or download my own data?

2. The system gives no clear warning that documents would become inaccessible after the trial. Isn’t this a transparency issue?

3. Why is Adobe’s support team unable or unwilling to escalate or resolve such a basic account-level problem?

Under Taiwan’s Consumer Protection Law (Article 7 and Article 12), this situation may constitute insufficient disclosure and unfair contractual terms, especially if consumers are not properly informed about losing access to their own documents after trial expiration.

I’m hoping someone from Adobe or the community can clarify this policy. If this is a known issue, what options do I have to recover my documents without being forced into a subscription?

Has anyone here faced the same situation? Any success in retrieving your files?

[creative explorer]

@Incredible_Crystal9445 Curious, how long did you wait to try and gain access to your files? Typically, even if your trial period is over, you should still access to your files for a short period of time (you just won't be able to use any of the features). Normally, you would get fair warning, and chances are they may have arrived in your spam/junk folders. Check your email inbox for any emails from Adobe regarding your trial expiration. These emails might contain information about accessing your files or a grace period. I know some of my past emails with regards to renewal have gone straight to my junk folder. 

If the documents are absolutely critical and you have no other way to access them, I would strongly suggest and consider subscribing for one month. Once you regain access, download all your documents and then cancel the subscription. This isn't what you don't want, but it might be the only way to gain access to these files. 

Don't forget, Adobe's billing system may be in a different time zone, so whenever I pay my bills, I always make sure I am ahead of the game, and do it a few days in advance or else, I could be slapped with a late fee (ie credit card bills—interest rates on credit cards is ridiculous outrageous!) 

Here is the FAQs: https://helpx.adobe.com/sign/using/adobesign-extended-trial.html

[Meenakshi Negi · Accepted solution]

Hi Incredible_Crystal9445,

Thank you for reaching out, and sorry to hear about your experience.

Generally, when the Acrobat Sign free trial ends, your account becomes free if you do not purchase the subscription. You can still access your account and documents there.

We checked your account using the email address you used here on the Community. In your case, we see that you were using the Acrobat Sign Enterprise trial, which seems to be registered by your company. It appears that when the free trial ended, your company set your account to inactive, which is why you cannot access the account. 

As it is a free account and set to inactive, we cannot do much from our end. The account can be activated again by the Acrobat Sign support team. Please refer to the information in the following help document: https://adobe.ly/3YMBarN. However, the team does not support the free account.

We are sorry for the inconvenience caused.

Thanks,

Meenakshi

[Incredible_Crystal9445]

Thanks so much for your detailed reply — really appreciate you taking the time to share your experience and tips.

In my case, it's been less than 10 days since the trial expired, but I already lost access to my files. The official response I received says my account was deactivated by an enterprise admin, but that doesn’t make sense because I was the only person using the account.
I did choose the enterprise trial option, but the account was always just mine — no team or organization involved. So I don't believe my account was “deactivated” in the way they described.

Thanks again for the suggestion about subscribing for one month — I might try that as a last resort just to recover my files.

Appreciate your help!

[Meenakshi Negi]

You are welcome! Once you subscribe, please get in touch with the Acrobat Sign support team to activate your account. 

Feel free to let us know if you need any help.

Thanks,

Meenakshi