21 Replies Latest reply on Apr 15, 2012 6:48 PM by MegadreamX

Revel Subscription Renewal Problem

MegadreamX Mar 31, 2012 6:05 AM

Hi,

In december I started with the complimentary subscription and later buyed a monthly subscription. After the first month, decided to cancel the auto renewal and every thing was OK until I wanted to buy my subscription again.

I followed the instructions, but Revel always brings a pop up indicating that I don't have any subscription, so i try to buy again, but don't let me do it. Here is my subscription that doesn't work!!!

And there is no support by chat for Revel. I'm from Chile, so the telephone support is not available too.

Please anybody help me.

1. Re: Revel Subscription Renewal Problem

David__B Apr 2, 2012 3:04 PM (in response to MegadreamX)

Hi MegadreamX,

Based on the screen shot it does appear that you do have a month to month subscription (good through the current month of April) with monthly auto renewal turned on. Note that there are two different ID's associated with your subscription, an Adobe ID and an Apple ID. You use the Adobe ID to sign into Adobe Revel and Apple ID to handle all billing. Are you able to sign into Revel with your Adobe ID successfully to use the service?

-Dave

If you are still having problems we should move this topic over to http://feedback.photoshop.com/photoshop_family

That is a different Adobe forum with more support for Adobe Revel.
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2. Re: Revel Subscription Renewal Problem

MegadreamX Apr 2, 2012 4:47 PM (in response to David__B)

Yes I do.

I can use both accounts, without any problem.

Even I created another adobe id, but the same happens.

I'm sad.

Saludos Cordiales.

Cristián Leiva.
Móvil: +56 9 7107 2295
Enviado desde mi dispositivo móvil.
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3. Re: Revel Subscription Renewal Problem

David__B Apr 2, 2012 5:16 PM (in response to MegadreamX)

Hang in there, this seems like something we can straighten out. You shouldn't need to create another Adobe ID.

In Revel if you press the gear icon in the upper right corner it should open a settings panel. The first field within that panel should say Adobe ID with an email address next to it

If you tap/click the email address it should take you to a My Account section with Name, Adobe ID, and Account Status.

So long as you are signed in with the same Adobe ID which was used when you purchased the subscription it should say "Subscribed" next to the Account Status field.

Are you working on a Mac or an iPad? You shouldn't need to buy another monthly subscription at this point, it won't let you buy one until the current month's one over, and based on the pop-up window you already have one and it is set to automatically charge your iTunes account every month. So it seems like you should be all set. Can you tell me a little more about what is wrong or not working, I'm not quite understanding?

-Dave
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4. Re: Revel Subscription Renewal Problem

MegadreamX Apr 2, 2012 6:16 PM (in response to David__B)

Dave,

First of all, thanks for your patience an eager to help me. (no one else
was).

I'm going to do it step by step with my first account which i bought the
subscription. So we keep everything clear. (not using the second test adobe
ID)

image: image.png[image: image.png][image: image.png][image:
image.png][image:
image.png][image: image.png][image: image.png][image: image.png]

So I'm stuck!!!

Any ideas?

Saludos Cordiales.

Cristián Leiva.
Móvil: +56 9 7107 2295
Enviado desde mi dispositivo móvil.
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5. Re: Revel Subscription Renewal Problem

David__B Apr 3, 2012 7:40 AM (in response to MegadreamX)

No problem, happy to help

I don't know what happened but the pictures you posted to show what happened didn't post properly

It just shows

image: image.png[image: image.png][image: image.png][image:
image.png][image:
image.png][image: image.png][image: image.png][image: image.png]

very strange, is it possible to try uploading them again?

Thanks for your patience too

-Dave
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6. Re: Revel Subscription Renewal Problem

MegadreamX Apr 3, 2012 9:25 AM (in response to David__B)

Dave,

Please tell me if you can see the pictures now.
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7. Re: Revel Subscription Renewal Problem

MegadreamX Apr 3, 2012 9:25 AM (in response to David__B)

Dave,

The last three pictures.
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8. Re: Revel Subscription Renewal Problem

MegadreamX Apr 3, 2012 9:27 AM (in response to David__B)

Dave,

And now.
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9. Re: Revel Subscription Renewal Problem

David__B Apr 3, 2012 9:28 AM (in response to MegadreamX)

No, still not showing up. I see the picture in your original post, but thats it.
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10. Re: Revel Subscription Renewal Problem

David__B Apr 4, 2012 12:21 PM (in response to David__B)

Hi MegadreamX,

I was just checking back on this thread to see if you had a chance to try posting the screen shots again. Rather than editing the prior entry just reply with a new one, maybe that would work?

-Dave
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11. Re: Revel Subscription Renewal Problem

MegadreamX Apr 6, 2012 8:53 AM (in response to David__B)

Dave,

This is my account.
When I click in Adobe ID, it shows me the Account Details indicating the subscription options and the Account Status as LAPSED.
When I choose one of the Subscription Options It asks me to confirm.
Whern I confirm It indicates that I'm already subscribed!!!! So I clicked settings.
I entered my Aplle ID
Entered my password and...
I can see that my subscription was already there !!!

Any suggestions?
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12. Re: Revel Subscription Renewal Problem

David__B Apr 6, 2012 9:08 AM (in response to MegadreamX)

I think I understand now, please correct me if my understanding is incorrect.

You are getting conflicting messages, on your iPhone it says the subscription has expired but when you attempt to renew it it doesn't work because it says you are already subscribed.

If for some reason my understanding is incorrect please let me know. I'll do some checking from my side and let you know what I find out. One other thing I was curious about, does this same behavior happen on of your devices?

Thank you for your patience.

-Dave
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13. Re: Revel Subscription Renewal Problem

MegadreamX Apr 6, 2012 10:22 AM (in response to David__B)

Dave,

You are right. That's the problem and this same behavior occurs in all my
devices.

Saludos Cordiales.

Cristián Leiva.
Móvil: +56 9 7107 2295
Enviado desde mi dispositivo móvil.
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14. Re: Revel Subscription Renewal Problem

David__B Apr 6, 2012 3:43 PM (in response to MegadreamX)

I think we have a temporary fix in place, can you try again and see if it works now. I'll probably need to follow up with you again in the future though.

-Dave
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15. Re: Revel Subscription Renewal Problem

MegadreamX Apr 6, 2012 4:06 PM (in response to David__B)

Dave,

So you are telling me that this thing is already solved? Because apple
cancelled the current subscription.
Should I buy it again?

Thanks again Dave.

Saludos Cordiales.

Cristián Leiva.
Móvil: +56 9 7107 2295
Enviado desde mi dispositivo móvil.
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16. Re: Revel Subscription Renewal Problem

David__B Apr 6, 2012 5:00 PM (in response to MegadreamX)

Try checking the status again, it should have changed from Lapsed to Complimentary now, you shouldn't need to resubscribe.

-Dave
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17. Re: Revel Subscription Renewal Problem

MegadreamX Apr 6, 2012 5:45 PM (in response to David__B)

Yes!!!

Thanks Dave!

Now my account is complimentary. So I'll buy the subscription again.

Saludos Cordiales.

Cristián Leiva.
Móvil: +56 9 7107 2295
Enviado desde mi dispositivo móvil.
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18. Re: Revel Subscription Renewal Problem

David__B Apr 6, 2012 5:49 PM (in response to MegadreamX)

You shouldn't need to buy the subscription I don't think.

-Dave
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19. Re: Revel Subscription Renewal Problem

MegadreamX Apr 6, 2012 5:55 PM (in response to David__B)

Ok, but for keep the service working for more than 30 days, I have to
subscribe. That's the thing that I need to work.

Thank you very much Dave!

Saludos Cordiales.

Cristián Leiva.
Móvil: +56 9 7107 2295
Enviado desde mi dispositivo móvil.
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20. Re: Revel Subscription Renewal Problem

Charlie.D Apr 13, 2012 1:50 PM (in response to MegadreamX)
Hi Cristián

Though we sent you a direct email with this news, I'm following up on this thread just in case it helps others who are searching for info to solve their subscription problem.

Your subscription wasn't recognized by Revel even though you'd already paid. We released Revel 1.2 yesterday which you can now find iTunes. With this updated version, could you try to fix your subscription in Revel 1.2 by following these steps:
First please confirm that your subscription status still shows as "Complimentary" under Settings > My Account > Account Status.
Second, please tap on the Restore Purchase button on that same screen.
After that, your account status should show "Subscribed".
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21. Re: Revel Subscription Renewal Problem

MegadreamX Apr 15, 2012 6:48 PM (in response to Charlie.D)

Thank you charlie. Everything works fine.

Saludos Cordiales,

Cristián Leiva S.
Móvil: +56 9 71072295

2012/4/13 Charlie.D <forums@adobe.com>

**
Re: Revel Subscription Renewal Problem created by Charlie.D<http://forums.adobe.com/people/Charlie.D>in
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