Answered

Subscription paid, premium features unavailable

Forum|Forum|5 months ago
January 23, 2026
3 replies
72 views

Dear Support Team,

My annual subscription (€21.99) has been successfully renewed, but I do not have access to the premium features in Lightroom.

This issue started after I changed my phone and logged back into the app. The application is prompting me to purchase a subscription again, even though it is already active and paid.

Could you please help me restore access to my subscription?

Thank you in advance.

Kind regards

iOS: iPhone

Correct answer milica_4637

Dear Sir,

I have resolved the issue. It turned out that a different email address was
involved.

Thank you very much for your effort and support.

Kind regards,

Milica

John T Smith

Community Expert

Do you have another email address and Adobe account?
https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html

M

milica_4637Author

Dear Sir,

The Apple billing invoice is sent to this email address, so I assumed that
this email is also linked to the Lightroom account. Yes, the payment was
made via the phone.

M

milica_4637AuthorCorrect answer

Dear Sir,

I have resolved the issue. It turned out that a different email address was
involved.

Thank you very much for your effort and support.

Kind regards,

Milica

C

Charlie.D

Adobe Employee

Hello @milica_4637

For the price you mentioned for your annual plan, I assume you subscribed via the mobile app store (either Apple or Google). Unfortunately, they have no idea what your Lightroom login email address might be, since it may be different than your mobile app store account.

Jeffrey is correct -- the email you used to ask for help has no purchase history at all. You must have another account based on some other email address. The only possible help in this case is to ask Adobe Support to look up your name to find your paid account.

I will send you some advice in a private message in a moment.

John T Smith

Community Expert

>issue started after I changed my phone

You need to contact Apple or the Google Play store where you made the purchase

Jeffrey_A_Wright

Legend

Milica, thanks for posting. I don't see any active subscriptions associated with the account you used to create this public discussion thread. In addition to the advice from John, please see https://adobe.ly/4r9HPI4 to locate the account with the active subscription. The charges will only appear if you have an Adobe subscription purchased directly through Adobe. If your Lightroom subscription is managed through a mobile app store, then nothing recent will be listed. ^JW

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