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R
ritu_1308
Participant
October 23, 2024
Question

Not able to restore previous purchase @ ongoing premium subscription after changing phone to I phone

  • October 23, 2024
  • 2 replies
  • 440 views

Changed phone from I phone 12 pro to I phone 16 pro max .

Existing valid Adobe Premium subscription 

Not showing on new phone .

Restore previous purchase shows " restore error ". See attached pic . 
Same email ID /same phone number . 
Hv switched off-on phone 

signed out of app n signed in again 

 

please help me to restore my existing premium subscription valid till June 2025 

    2 replies

    M
    micheal_0461
    Participant
    October 7, 2025

    I am experiencing this same issue. Upgraded from 14 pro max to the 17 pro max and this same situation is occuring. this fix has NOT WORKED.

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 8, 2025

    Hi there 

     

    Hope you are doing well and sorry for the trouble. 

     

    I have checked your Adobe account with the email you are using on this community and unable to track any active paid subscription. If you have used a different email id for the subscription, please log out of the application and re-login with the correct Email/Adobe ID and see if that helps.

     

    ~Amal

    M
    micheal_0461
    Participant
    October 8, 2025

    I am experiencing this same problem. Adobe LOST my subscription. Same email... same login. Using APPLE to sign in.. I just logged in on another device and ONE of my scans was there and had a scan date of TODAY, as you can see by the attached photo.. the screenshot with the music in it was from several years ago. NOT today.. so there is some mismatch on Adobe's end that is causing this.

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 24, 2024

    Hi @ritu_1308

     

    I hope this message finds you well. I understand you are encountering an issue with restoring your purchases, and I’m sorry for the inconvenience this has caused.

    After reviewing the Adobe account associated with the Adobe ID/email address you are using on this community forum, I was unable to find any active subscription to premium services. This may be the reason for the issue you're experiencing.

    To resolve this, I kindly suggest trying the following steps:

    1. Log Out and Log Back In:

      • Please log out of the Adobe app on your device.
      • Reboot your device to ensure all background processes are refreshed.
      • Once the device has restarted, log back into the app using the correct Adobe ID/email address associated with your premium subscription.

    2. Check for Pending Updates:

      • Ensure that your Adobe app is up to date. If there are any pending updates, please install them by visiting the Play Store (for Android devices) or the App Store (for iOS devices).
      • Updates often include bug fixes and performance improvements that could resolve your issue.

     

    ~Amal

     

     

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