REVEL: itunes subscription problems

  • 4
  • Problem
  • Updated 5 years ago
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Revel - Transition | End of Service

I have paid for another subscription update, a 12 month plan via iTunes, I have a receipt number issued to me from iTunes to confirm my purchase however my Revel account still has me as a casual user, can you please help.
Photo of ross duncan

ross duncan

  • 16 Posts
  • 0 Reply Likes
  • frustrated

Posted 5 years ago

  • 4
Photo of Daniel Sandberg

Daniel Sandberg

  • 6 Posts
  • 0 Reply Likes
Just to let you know, I have the same problem since beginning of april.
I have informed both adobe and itunes but they seem not to have solved this between them.. Meanwhile i have been given a free month from adobe...

I hope they fix this once and for all asap for you and me.
Photo of ross duncan

ross duncan

  • 16 Posts
  • 0 Reply Likes
Hi Daniel,
That doesn't sound too good at all, I'm starting to lose a bit of confidence with Adobe, I've had quite a few problems over the past year or so, culminating in this one
Photo of Peter Baust

Peter Baust, Official Rep

  • 388 Posts
  • 43 Reply Likes
Ross & Daniel,

Can you please try the following on your iPhone or iPad:
- Go to the library view of all photos -- in the lower left, above the icon bar, you will see a picture of a cloud and “Up-to-Date”
- Please select this
- You will then see a screen with pricing choices and a “Restore Purchase” button
- Click on this button and your subscription should be fixed

Please let me know when you’ve done this and whether it worked for you.
If not, please let me know if your Adobe ID is the same as the email you used in this forum.

- Peter
Photo of ross duncan

ross duncan

  • 16 Posts
  • 0 Reply Likes
Hi Peter, I'm on a desk top, not an app, and yes, my Adobe ID is my email
Photo of Peter Baust

Peter Baust, Official Rep

  • 388 Posts
  • 43 Reply Likes
I see that you attempted to purchase through the Adobe.com store and it looks like there was a problem with your payment.

Please follow this link at http://www.adobe.com/support/chat/ivr... to talk to a service agent to help resolve this. Unfortunately, these types of issues are outside of the scope of this forum.

If you've also tried to purchase through the iTunes store, can you say more about what you did to make that purchase?
Photo of ross duncan

ross duncan

  • 16 Posts
  • 0 Reply Likes
Hi Peter, yes, when my yearly subscription expired I followed a link to the Adobe store to renew my subscription. I had forgotten that my original subscription was set up through iTunes.
My first attempt to pay my subscription through Adobe failed for some reason and it was then that I remembered that it had been set up through iTunes, I went there and that seemed to work, or at least they took my money and told me it was successful.
It wasn't though, my account is still set as basic
Photo of Peter Baust

Peter Baust, Official Rep

  • 388 Posts
  • 43 Reply Likes
OK, I think I understand how this may have happened.

I guess at some point you did have access to an iPhone or iPad in order to set up the subscription? If you still have access, do try the Restore Purchase. If not, let me know and we will figure out how to best fix on our side.
Photo of ross duncan

ross duncan

  • 16 Posts
  • 0 Reply Likes
ok, thanks for that, I set it up on an ipad while I was travelling in the US, my ipad has since expired, I can borrow one though and give it a go. I'll let you know
Photo of Peter Baust

Peter Baust, Official Rep

  • 388 Posts
  • 43 Reply Likes
If you are logged into Revel as a different user, that is the account that we assign the subscription to, not your iTunes email. Let me contact you offline to ask some additional questions here.
Photo of ross duncan

ross duncan

  • 16 Posts
  • 0 Reply Likes
Hi Peter, I'm not sure if you saw my other email to you, your advice to try the restore purchase option via an ipad seemed to have worked, or at least it did for a day, I've tried to log into my account today and have nothing but fail notices.
My Adobe ID seems to have stopped working, can you please help.
Photo of Pattie F.

Pattie F., Official Rep

  • 2460 Posts
  • 67 Reply Likes
Ross-

You are likely still ok. There is a server issue today that is probably the reaon you can't login. I hope it will be resolved quickly.

Pattie
Photo of ross duncan

ross duncan

  • 16 Posts
  • 0 Reply Likes
Phew....thanks for getting back, I'll keep trying
Photo of Peter Baust

Peter Baust, Official Rep

  • 388 Posts
  • 43 Reply Likes
The login issue has been fixed, so please retry.  Apologies for the delay here.

This conversation is no longer open for comments or replies.