Unable to process purchase of premium features

Question

Last March 17, I was signed out of my Lightroom account with active premium monthly subscription and renews every 17th of the month) since the gmail account I was using was already deactivated.

I changed to a different account/email (Yahoo) but couldn't purchase the premium subscription. I had to cancel the current subscription in the app store and purchase it again using my new Lightroom account/email which already worked. The purchase was confirmed since the receipt was emailed to me as well. The premium features worked for a while but today, March 19, I couldn't use the premium features anymore. It says that I should purchase again. When I tried subscribing again using the Lightroom app, it says "unable to process purchase." I even tried it on other Adoble accounts, but still couldn't purchase. The app store still says that I have an active premium subscription which will renew on April 17.

Also changed my payment details with a different card and re-installed the app but still couldn't use the premium features. Please help since this the premium subscription was already confirmed but couldn't use the features and the app won't let me purchase again.

APP VERSION: Lightroom Photo & Video Editor (Version 10.2.3)

iPhone 14 / iOS 18.3.1

Charlie.D · Answer

I appreciate @ kglad sharing those info links, but I'm not sure they help with mobile appstore subscriptions.

@mikaela_bg , there's a lot going on for you -- it sounds like you have multiple Lightroom accounts. The error message you see is Lightroom preventing you from accidentally subscribing more than one account and paying too much money.

I do see you have multiple accounts. If you simply sign into your original account that has 36 GB of data, I wonder if trying Restore Purchase in iOS app settings will help. If not, I would then contact Adobe Support directly for more help. You can contact Adobe Support at https://helpx.adobe.com/contact.html?rghtup=autoOpen
...and in the chat field (lower right), type AGENT to reach a person faster

I will send you a separate, direct message to share your original account details more privately.

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