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  1. 2 votes

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    Need Info  ·  1 comment  ·  Acrobat Web » Commenting  ·  Admin →
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    Hi John,

    Sorry about the trouble caused.

    I checked the account with the email address you used to sign in to the UserVoice. There is no service listed under that account. You may also check the services in the Adobe account here https://account.adobe.com/. Open the link and sign in with the same email address you used for the trial application.

    If you were using the trial service with a different email address, please use the steps suggested in the following help document to cancel the plan: https://helpx.adobe.com/manage-account/using/cancel-subscription.html.

    There are no charges for the free service. You get charged only when the trial period ends.
    For the charges that occurred from your credit card, please get in touch with our billing team to get this checked. You may connect with the team via the following page: https://helpx.adobe.com/contact.html or may reach out via phone using the contact number provided for your region on this page: https://helpx.adobe.com/contact/phone.html.

    Thanks,
    Meenakshi

  2. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hi there,

    Thank you for reaching out and sorry for the delay in response.

    As you are trying to cancel the service, you may use the steps provided in the following help link: https://helpx.adobe.com/manage-account/using/cancel-subscription.html

    If you experience any issue or need any help, I would request you to contact our support team here: https://helpx.adobe.com/in/contact.html

    Hope the information helps.

    Thanks,
    Meenakshi

  3. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    We have checked your account with the email address that you have used to sign in to the UserVoice. You are subscribed to Adobe PDF pack service and it shows as active. Please make sure that you are signed in to the application with the same email address that was used at the time of purchase.

    Please try to sign out and reboot the device once.
    Then sign in again using the same email address that you have used to purchase the service.

    Let us know if the issue persists.

    Thanks,
    Meenakshi

  4. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    Sorry for the trouble.

    We have checked your account with the email address that you have used to sign in to the UserVoice. The service shows as active. Please make sure that you are signed in to the application with the same email address that was used at the time of purchase.

    As the application does not recognize the subscription, could you please check the subscription under Settings on the iOS device. To check that, go to Settings and tap on your profile picture at the top. Then tap on subscriptions and check if the Acrobat subscription listed there.

    Let us know how it goes.

    Thanks,
    Meenakshi

  5. 5 votes

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    Sorry for the trouble.

    We have checked your account with the email address that you have used to sign in to the UserVoice. The service shows as active. Please make sure that you are signed in to the application with the same email address that was used at the time of purchase.

    As the application does not recognize the subscription, could you please check the subscription under Settings on the iOS device. To check that, go to Settings and tap on your profile picture at the top. Then tap on subscriptions and check if the Acrobat subscription listed there.

    Let us know how it goes.

    Thanks,
    Meenakshi

  6. 2 votes

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    Sorry for the trouble.

    We have checked your account with the email address that you have used to sign in to the UserVoice. The service shows as active. Please make sure that you are signed in to the application with the same email address that was used at the time of purchase.

    As the application does not recognize the subscription, could you please check the subscription under Settings on the iOS device. To check that, go to Settings and tap on your profile picture at the top. Then tap on subscriptions and check if the Acrobat subscription listed there.

    Let us know how it goes.

    Thanks,
    Meenakshi

  7. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked your account with the email address used to sign in to the UserVoice. You are using the Adobe CC educational subscription. The educational subscription does not work on the mobile application.

    Thanks,
    Meenakshi

  8. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I see that you have purchased the service from Apple/iTunes. You need to cancel the subscription from the Apple Store. There is nothing can be done from our end.

    For more details, you can refer to the following help link.
    - https://helpx.adobe.com/manage-account/using/cancel-subscription.html

    Thanks,
    Meenakshi

  9. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked your account with the email address that you used to sign-in into the UserVoice.

    The Adobe ID that you are using is registered from China.
    The Acrobat.com services are not available in your Geolocation. That is why you get the access denied message/error.

    Thanks,
    Meenakshi

  10. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    The account shows the service as active.
    If you are still experiencing the issue, please let us know.

    You may also contact the support team via this link https://helpx.adobe.com/in/contact.html

    Thanks,
    Meenakshi

  11. 3 votes

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hi Ryan,

    I have checked the account with the email address that you used to sign in to the UserVoice. There is no service listed under that account. You may also check yourself the services in the Adobe account here https://account.adobe.com/
    Open the link and sign in with the same email address that you used for the application.

    Please confirm the name of the service for which you have been charged.

    You may also contact the support team via this link https://helpx.adobe.com/in/contact.html for further help.

    Thanks,
    Meenakshi

  12. 2 votes

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hi Iain,

    I see that you have purchased the Adobe PDF Pack service from the Apple/Itunes, not from Adobe Store. You will need to cancel the subscription from the Apple store.

    For more details, you may refer to the following help document
    - https://helpx.adobe.com/manage-account/using/cancel-subscription.html

    Thanks,
    Meenakshi

  13. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked your account with the email address used by you to sign in to the UserVoice. There is no service listed under that account.

    You may also check the service in the Adobe account here https://account.adobe.com/
    Open the link and use the same email address and password that you used to sign in to the application. Check if you can find any service listed there.

    If you need any help, you may contact the support team via this link https://helpx.adobe.com/in/contact.html

    Thanks,
    Meenakshi

  14. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hi Benjamin,

    I have checked your account with the email address used to sign in to the UserVoice. The service is already canceled.

    If you need any help, you may contact the support team via this link helpx.adobe.com/in/contact.html

    Thanks,
    Meenakshi

  15. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked your account with the email address used to sign in to the UserVoice. The service is already canceled.

    If you need any help, you may contact the support team via this link https://helpx.adobe.com/in/contact.html

    Thanks,
    Meenakshi

  16. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked your account with the email ID you used to sign-in to the UserVoice. Assuming you are using the same email ID to sign-in to the application.

    The email ID is registered in the China region. The Adobe.com service is not available in that geolocation (i.e. China) that is the reason you get the access denied error message when you try to sign in to the application.

    Thanks,
    Meenakshi

  17. 1 vote

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked that you are subscribed to the Adobe Acrobat Pro DC service. Assuming you are using the same email address to sign-in to the mobile application by which you are signed in to the UserVoice.

    Would you please let us know the feature that is not working in the application?

    Thanks,
    Meenakshi

  18. 2 votes

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked that you have purchased the service from Apple/iTunes, not from the Adobe Store. Please cancel your subscription from the App Store on your mobile device.

    For more details, you may refer to the following help document https://helpx.adobe.com/document-cloud/kb/cancel-subscription-acrobat-online-services.html

    Thanks,
    Meenakshi

  19. 3 votes

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    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked the email address that you used to sign-in to the UserVoice. It seems that you are using the same email address for the application.
    The email address that you are using is registered from China region. The Adobe.com service is not available in that geolocation (i.e. China) that is the reason you get the access denied error message when you try to sign in to the application.

    Thanks,
    Meenakshi

  20. 3 votes

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    An error occurred while saving the comment
    AdminMeenakshi Negi (Customer Support Agent, Adobe) commented  · 

    Hello,

    I have checked that you have purchased the Adobe Export PDF service.
    Could you please confirm if you can use the service on your desktop application?

    Thanks,
    Meenakshi

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