Participant

Answered

Can not restore purchase but still getting charge monthly.

Forum|Forum|7 years ago
October 16, 2018
18 replies
8952 views

Hi,

I paid for premium Lightroom mobile some months ago and it was working well.

Recently the last time I use it, it was find.

But yesterday I open the app, it required me to sign in. I'm not sure that I sign in before (Adobe/Facebook/google). I never delete my app.

I signed in with my email which I use in App Store. I tried to restore purchase many times, but all I got is "Duplicate Purchase - This subscription has already been purchased from the App Store with a different Adobe ID".

My phone is iPhone 7, still getting charge monthly by my bank but all the pictures, my presets and the premium functions are gone.

Please help. What can I do to get them back?

Thank you

Anna

Correct answer Ignacio B.

Hi,

please check your mail, I've replied to your diagnostics log.

The account that you are logged in with does not have a subscription assigned to it, you need to log in with the
account that had the subscription assigned to it.

Thanks,
Ignacio

B

Briana111

Participant

I am having trouble with this issue as well.

I have recently reactivated my account but am unable to access the premium features. It tells me that I need to sign up and it doesn't let me.

I have pressed 'Restore this purchase' numerous times and although it says that it has, I still can not access any premium features.

I checked and it appears that my gmail account that the subscription is under is the same one I am signed into with my Lightroom app on my phone

C

Charlie.D

Inspiring

Hello @Briana111

It seems like you have more than one Lightroom account, each uses a different email address. Could you try signing into the Lightroom app with your Hotmail email address, and then try Restore Purchase in the app settings?

If that fails, please take note of the specific error message Restore Purchase shows, and then please contact Adobe Support at https://helpx.adobe.com/contact.html?rghtup=autoOpen
...and in the chat field (lower right), type AGENT

A

Ahsan33634973p4dh

Participant

Hi, I am having similar issue. I have subscription issue with adobe lightroom mobile. I have subscribed today for free trial to Premium while signed in through Facebook but after purchased made through galaxy store i still see premium options locked. Now when I tap on 'start free trial to subscribe' it says error already purchased. I got email for purchase as well from galaxy store when I subscribed. I have different email ID for galaxy store even if I signed in from that email i still get same response "already purchsed". Please help.

C

Charlie.D

Inspiring

Hello @Ahsan33634973p4dh

I will send you a separate, direct message to confirm login details more privately.

J

Jekaterina24450622ezge

Participant

Hello,

I have the same issue. I have even contacted your colleagues via chat and afterward sent an email (to monica***@adobe.com [Edited by MODERATOR]). But the issue is still the same. I cannot use my presets for several months already, but I am getting charged and when I want to update my app on Mac it says me that I cannot restore the purchase. And in my Adobe account, I cannot even check my plan for Lightroom, although it says it is up-to-date, I cannot anyhow modify it. Can I get the return for payments these months?

C

Charlie.D

Inspiring

Hello @Jekaterina24450622ezge

This is a peer-support forum, where sometimes employees like me volunteer time to help when possible. Adobe Support does not monitor here, and really they have the best tools to help you. If my questions and suggestions below do not help you, I suggest you contact Adobe Support again

I'll share what I can see with my limited abilities. I see only a Photoshop plan for the email ID you used to post here. I see no Lightroom use or subscription history for the same email ID. If you are subscribed to Lightroom, it must be with another email ID. To me it seems you are either not really subscribed to Lightroom, or you signed into Lightroom with the another email ID that is not the original login you used when you subscribed.

Does the Cannot Restore Purchase error say the problem is you already have another account subscribed, or that you have no subscription history? Are you currently signed into Lightroom using a different email ID than the one you originally used to subscribe?

Did you subscribe by purchasing a plan directly from adobe.com, or did you subscribe through the Lightroom Mac app? If you subscribed using Lightroom Mac or iOS, it is likely that you subscribed via Apple's Appstore and not Adobe directly. Please check your iTunes account Subscription settings, and confirm if you have an active Lightroom subscription through Apple. See this page for info: https://support.apple.com/en-us/HT202039

Does Apple show you an active subscription to Lightroom?

L

Lucie26887396cyc6

Participant

I'm having this issue as well. I have been using lightroom for months, paying monthly by DD and suddenly being asked to sign it to Lightroom? I have just tried and it's asking me if I want to use 'free trial or buy' !! This is very frustrating. I have a lot of clicks that I don't want to lose and can't use something I'm paying for?

S

Sai.vishwas22668467uf25

Participant

Hello

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Cammi5C18

Participant

I am having the same issue and I have tried EVERYTHING. I've logged in with all known accounts, through gmail, and nothing. I cannot figure it out and now I believe I have oduble purchased. HELP!

C

Charlie.D

Inspiring

Hi @Cammi5C18

I will send you a direct message soon to share account info and advice more privately.

A

Ashley2294414251f5

Participant

I need help with this issue too. I have a monthly subscription to Adobe Acrobat premium, and it will not recognize my subscription. I have signed out, signed back in, clicked restore purchases (it says it cannot restore purchases when I click that), I try to subscribe again and it says I'm already subscribed (which I already knew) and I've uninstalled and reinstalled that app on both my iPad and iPhone. None of this has worked. It still shows me as a Free User.

G

Generous_quirk5D52

Participant

Hello. I am getting the same message as well. Is there a way to look up my email and guide me on how to fix this?

C

Charlie.D

Inspiring

Hello @Generous_quirk5D52 ,

It would help if you could share more info, for example: the specific error message you see, what platform is your device (iOS or Android, etc)?

I am guessing since you posted in this thread that Restore Purchase fails on Lightroom Mobile. I don't see any subscription of any kind linked to the email ID you used to post for help on the forums. My guess is you are not signed into Lightroom with the correct email ID that you originally used to sign into Lightroom and subscribe. You can only subscribe one Lightroom Adobe ID at a time. Pleasse try signing into Lightroom with other email IDs or social services (Facebook, Google, Apple, etc) that you might have used.

If you can't remember the correct email ID to sign into Lightroom to enjoy your subscription, please contact Adobe Support directly...Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option. Thank you!

I

imKylie

Participant

Hi! Just recently, I'm having the same issue. Can someone please assist me in getting back into my account? Thanks!

I

imKylie

Participant

I'm using IOS by the way

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Si Thu Htet Aung

Participant

I have the same problems with him.

C

Charlie.D

Inspiring

Hello Si Thu

Is this working ok for you now? I see a valid Lightroom Android subscription for your email address.

J

Jason Lee

Participant

Hi,

I am also having the same issue..please help me.

P

Philippe5FC2

Participant

For everyone with this issue! I had the same problem. Tried to restore purchases and gave me the duplicate purchase error. (All this is on iPad.)

cancelled all subscription I thought I had and tried again no joy.

STEP 1: Cancel all subscriptions on the App Store.

step 2: download Lightroom on iPhone or any other devices and resubscribe use the Apple log in!

it worked for me.

cheers

C

Charlie.D

Inspiring

Hi Philippe

Thanks for posting. That error message you mentioned means you already subscribed a different Lightroom account than the one you were signed into.

I see the email address your forums account is based on does indeed have a valid Lightroom subscription. I'm glad you see this working now.

I just want to clarify for other users that it is important to sign into Lightroom using the same account that is already subscribed. In other words, one Lightroom subscription through the iOS App Store serves only one Adobe Lightroom account, not multiple accounts. In my opinion it is easy to sign into the wrong Lightroom account because each of the social sign in methods Lightroom supports (Apple, Facebook, Google) may be based on different email addresses, which in turn would become separate, unique accounts in Lightroom.

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Anonymous

Hello i have the same issue my phone was Iphone 6 before and when i changed to Iphone 11 and installed all the apps i have before including my lightroom i can't restore my purchase subscription anymore because it's says I'm using different adobe id please help me i need to get back my lightroom room cc presets

C

Charlie.D

Inspiring

Hi Ed,

That message means you have more than one account for Lightroom, and clearly the one you're currently signed into is not the subscribed one. I'll send you a direct message to share more info privately.

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