Inspiring

Answered

26 000 cloud photo lost

Forum|Forum|6 months ago
September 17, 2025
1 reply
565 views

Hello,

My Adobe ID is: <Email redacted>

I have a critical issue with Lightroom Cloud: I had more than 26,000 photos stored.
My license expired on 15/09/2025, and I reactivated my subscription on 16/09/2025 using the same account.

Since then, my cloud storage shows 0 GB used and my entire library has completely disappeared.
According to Adobe’s policy, my photos should be retained for 1 year after expiration, so they should still be present on the servers.

Please escalate this case to the Lightroom Cloud technical team so they can check whether my library is linked to another organization or profile under my Adobe ID, and help me restore access.

This is extremely urgent as it concerns 26,000 professional photos that are currently lost.

Thank you in advance.

Correct answer Fernandez34633118oklt

Hey @leon_4104,

Thank you for your patience. I can see that the data has been transferred to the account—could you please confirm on your end?

^CM

Hello!

Yes — finally everything is back, I’m so happy!

Thank you all so much for your time and support. Honestly, I had almost lost hope, so this means a lot to me.

I’m infinitely grateful.

Best regards,
Léon

A

Aleke

Community Manager

Hi @Fernandez34633118oklt, welcome to the community!

We took a look at your account associated with "Le***007@outlook.fr" and noticed there are two profiles: one is a business profile that had a team subscription, and the other is a personal profile currently on a Creative Cloud All Apps trial.

Neither account shows any previous cloud storage usage, so it’s likely that your earlier subscription was linked to a different email. Do you happen to remember any other email addresses you might have used?

Looking forward to helping you get this sorted!

Best,
Alek

*(If you mention me with an @, like @Aleke, I’ll get a notification and can respond faster.)*

F

Fernandez34633118okltAuthor

Inspiring

Hello @Aleke ,

Thank you very much for your answer and for looking into my account.

I can confirm that I have always used the same email (Leonf007@outlook.fr).
My situation is that I had a business plan provided by my school, and all my photos were stored in the Lightroom Cloud under that subscription. The plan ended on September 15th, and at that moment I lost access to everything.

Following the advice from Adobe support, I first tried a free trial, but my photos did not come back. Then my school reactivated the Creative Cloud plan for me on September 16th, but unfortunately, my library was still empty.

Since my photos were still there on September 14th, I would like to know if someone from the Adobe Cloud team could please check whether my library can be restored to that state, or if I have to accept that my 26,000 photos are permanently gone.

This is very important to me, and I would truly appreciate any help you can provide.

Thank you again for your time and support.
Best regards,
Léon

A

Aleke

Community Manager

Hi @Fernandez34633118oklt!

Thanks for your patience. After taking a closer look, we found about 779 GB of data uploaded to the business profile’s Lightroom cloud storage. Earlier, I had checked the Creative Cloud storage, which is a different type, that’s why nothing showed up at first. Sorry for the mix-up!

It’s possible that the school’s plan admin may have restricted access to download the assets. If your school has already re-subscribed you and you're still not seeing your data, you can ask the admin to send us a quick confirmation so we can transfer your business account content to your newly subscribed account.

Also, just to double-check, could you try logging into Lightroom Web and see if both of your accounts show up when signing in? That might help us get a clearer picture of your account status.

Let me know what you find!
Thanks,
Alek

*(If you mention me with an @, like @Aleke, I’ll get a notification and can respond faster.)*

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