Participating Frequently

Question

I purchased the app, but the plan has not been activated.

Forum|Forum|7 months ago
June 11, 2025
2 replies
318 views

I purchased the app on June 4, 2025, but the subscription plan still hasn’t been activated.

Tapping the payment button does nothing, and even when I try to restore the subscription, there is no response—just an infinite loading screen.

I contacted Adobe support, but their responses were completely unhelpful. Google sent an automated reply stating that because the purchase was made via a recurring subscription, a refund is not possible.

I also sent an email to the app developer, but it’s been several days without any response.

When exactly will my subscription be activated? It’s been 7 days, and the app still says the subscription has expired.

This situation is extremely frustrating. There’s no proper support channel, and Adobe and Google keep passing the responsibility back and forth.

This experience has made me realize just how poor Adobe’s customer service really is.

I need a clear and immediate resolution to this issue.

Android

Shivangi_Gupta

Community Manager

Hi @intelligent_mindset7120,

We appreciate you reaching out. I could not find any active subscription associated with this email address. Did you make the purchase using a different email address?

If yes, please share your email ID through direct message. We'll look into the issue for you.
^Shivangi

I

intelligent_mindset7120Author

Participating Frequently

https://community.adobe.com/t5/account-payment-plan-discussions/i-purchased-the-app-but-the-plan-has-not-been-activated/m-p/15366779#M69153

Hello,

I purchased the subscription via the Google Play Store and logged in using the social ID associated with the corresponding Google account. This social login is linked to the email address currently in use.

I believe the reason why there is no active plan (subscription) associated with this account is that the payment information from the Google Play Store may not have been properly communicated to Adobe’s system.

In fact, when I attempt to restore the subscription by logging in with another account, which shares the same personal information as the current social account, I receive a message stating that the plan has been subscribed through a different account.

I reached out to the Lightroom developer via email on the 9th, but I have yet to receive a response. This situation is becoming increasingly frustrating.

Please, I sincerely ask for your assistance.

---

And I tried to send a direct message, but the following error occurred:

“You have reached the limit for number of private messages that you can send for now. Please try again later.”

kglad

Community Expert

that limit message resets after 20 minutes or so.

I

intelligent_mindset7120Author

Participating Frequently

I made the payment through the Google Play Store.

I don’t want to hear nonsense like “there’s no payment record with Adobe,” as one of the Adobe support agents said.

As a customer, I don’t care whether it’s Adobe’s or Google’s responsibility.

This is an issue that you, Adobe and Google, need to resolve.

Stop shifting the responsibility to the customer and telling us to contact each other.

kglad

Community Expert

you can check your account at adobe, https://account.adobe.com

but if there's a problem, you need to contact the google play store.

I

intelligent_mindset7120Author

Participating Frequently

Google is directing me to contact Adobe and the Adobe app developer.

Adobe, in turn, tells me to contact Google, while the email I sent to the Adobe app developer has gone unanswered for over three days.

Google claims that app developers are required to respond within three days, yet they are not taking any responsibility.

Having received no response for more than three days, I am left wondering—aside from the Adobe developer, Adobe, and Google—who else am I supposed to contact?

I have been struggling with this issue for over a week now.

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