6mo free trial but no premium features

[locastic]

Hi, i installed Fresco on iPad Pro 12.9 2017 and activated 6mo free trial. But i cant get premium feature to work. Every time i try to export to pdf it gives me popup window for free trial activation. When i click it, it says its already activated and nothing happens. Anybody had simmilar issues. tnx

[Sue Garibaldi]

Hi Locastic. 

Have you tried signing out of the app and signing back in? 

Sue.

[locastic]

i tried reinstalling also. nothing works.

[Sue Garibaldi]

A couple of things I'd like you to check: On the Home page of Fresco tap on the gear icon then App Settings > Account > Premium Features... What do you see under "Premium Features"? Do you still see the "Upgrade" button there? Also go to iOS Settings, tap on the field with your name (at the top), then from the menu tap Subscriptions. Is Adobe Fresco listed there?

[locastic]

hi. all mention above is listed. i tried to stop subscription and again sign in to it but no luck.

[Sue Garibaldi]

Hi Locastic. I'm sorry, I'm not understanding... What did you find?

[locastic]

yes. i still see the Upgrade button, and yes Fresco is listed in the Subscription until April 2020.

[Sue Garibaldi]

Hi Locastic. Thanks for the screenshots. This is the only instance of this happening so we're trying to figure out what's gone wrong. A few things: Please check to see if you have access to the Comics and FX brushes? Also, that "Restore Your Purchase" link at the bottom of the screen... Have you tried tapping on that? And one more question: Do you have more than one iPad?

[locastic]

Hi, i tried restoring purchase, here the att. I also removed subscription and again purchasing it. it says it ok and after that Upgrade screen doesnt dissapear..

[locastic]

Also, i use only one ipad.

13.2 (17B5059g)

iPad Pro (12.9-inch) (2nd generation)

[locastic]

Ohh, think i got it. Premium feature is reg. for user info@locastic.com but im not using that, im using account marko@, how can i disable user info@ and activate marko@? 🙂

[locastic]

i think that on user info@ is registrated this ipad premium features and now i cant add it to the marko@. You should delete this ipad information for user info@ and then i shoudl be able to upgrade with marko@? 🙂

[Sue Garibaldi]

Locastic. I can't actually do that for you (I don't have access to customer account information), but, honestly, I'm not even entirely sure that Adobe Customer Care can combine accounts. Can you either sign in to Fresco with the correct login information or sign in to iTunes with the correct information?

[locastic]

i can but thats not permanent solution for me. i do not use info@ account, mine is marko@ and i should be able to extand and buy premium features with account i preffer. not sure is this a saftey feature or a bug 🙂

[locastic]

now i cant export illustrations i did with marko@ account 😞

[Sue Garibaldi]

It's neither a bug nor a safety feature, but rather just two separate accounts. I've sent a note to Adobe Customer Care to see if they can help you.

[locastic]

Tnx @Sue

[Sheena Kaul · Accepted solution]

Hi there,

Please send me your Adobe IDs in a private message so that I can check and see what can be done here to fix them.

Regards,

Sheena

[Ana dumitrache]

Hello!
i seem to have the same problem with fresco. I have just made the upgrade, however within the ios app it did not went through and it still runs as the free version. I don't know what else to try.

thank you in advance,

Ana

[Sue Garibaldi]

Hi Ana. 

Please message me through  Fresco's Report A Bug link so I can help figure out why, after upgrading,  you're not able to access all of Fresco's features. (Tap the gear icon in the upper nave of  the Home screen then App Settings > Help > Support > Report A Bug.)

Sue.