Adobe Acrobat Pro Chrome Extension — "Free Credits Done" Error

Tags adobe

Overview

Users with an active Adobe Acrobat Pro subscription may see a message in the Chrome extension stating that their "free credits are done" or that the trial has expired. This does not mean the subscription is invalid — it typically means the extension is not properly linked to the paid Adobe account.

Common Causes

• The Chrome extension is signed into a different Adobe ID than the one holding the subscription

• The extension is cached with old free-tier or trial data and needs to be re-authenticated

• The university/enterprise license entitlement is not correctly applied to the user's Adobe account

Troubleshooting Steps

Step 1: Verify the Signed-In Adobe Account

  1. Open a PDF in Chrome to activate the Acrobat extension toolbar
  2. Click the Acrobat icon in the browser toolbar
  3. Check which email address is shown — or if it prompts you to sign in
  4. Confirm this is the same Adobe ID associated with the active Acrobat Pro subscription
  5. If it's the wrong account, click Sign Out, then sign back in with the correct Adobe ID

Note for Pitt users: Your licensed Adobe account uses your Pitt credentials. Make sure you are not signed into a personal/free Adobe account in the extension.

 

Step 2: Remove and Re-Add the Extension

If signing out and back in does not resolve the issue, remove and reinstall the extension to clear any cached credential or entitlement data:

  1. In Chrome, go to the address bar and type chrome://extensions
  2. Locate Adobe Acrobat in the list
  3. Click Remove to uninstall the extension
  4. Go to the Chrome Web Store and search for Adobe Acrobat
  5. Click Add to Chrome → Add extension
  6. Once installed, click the Acrobat icon and sign in with your licensed Adobe ID

 

Step 3: Enable Allow Access to File URLs (Optional)

If you need to open local PDF files from your computer in the browser:

  1. Go to chrome://extensions
  2. Click on Adobe Acrobat to open its settings
  3. Enable the toggle for Allow access to file URLs

 

Step 4: Clear Chrome Cache and Cookies

Stale browser data can cause the extension to behave incorrectly:

  1. In Chrome, press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac)
  2. Set the time range to All time
  3. Check Cookies and other site data and Cached images and files
  4. Click Clear data
  5. Restart Chrome and test the extension again​​​​​​​

 

Step 5: Verify Subscription Status on Adobe Account Page

Before escalating, confirm the subscription is actually active:

  1. Go to account.adobe.com
  2. Sign in with the licensed Adobe ID
  3. Navigate to Plans & Products
  4. Confirm Adobe Acrobat Pro shows as Active​​​​​​​

If it shows as free tier or expired, the issue is with the license itself, not the extension.​​​​​​​

When to Escalate

Escalate to your Adobe licensing admin or Adobe Support if:

• The subscription shows active on the account page but the extension still shows the free credits error

• The issue persists across multiple browsers and devices

• The account is an enterprise/university license and the entitlement may be misapplied on Adobe's backend

 

Gather Before Escalating

• Adobe ID email and account type (personal vs. enterprise/university)

• Screenshot of the "free credits done" error message

• Screenshot of the active subscription on account.adobe.com

Print Article