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

Show previous replies

B

Bfinch

Participant

I also have this issue and have tried the emails I may have used previously but none of them work. I've paid for the subscription and can't use it now. How do I fix this??

C

Charlie.D

Inspiring

Hi Bfinch

I will send you a direct message with some specific help for your Lightroom subscription. Please look for that soon...

M

Madison-G

Participant

I am having the exact same issue. I even cancelled my subscription then renewed it but that didn't work. I discovered I did have multiple accounts through facebook and apple but I linked all the accounts together and it still didn't solve the problem. I'm at a loss here. I've been paying for premium for over a year and haven't been able to access any of the features.

C

Charlie.D

Inspiring

Hi Madison

I see a valid Lightroom plan with 1 TB subscription for the same email address you used to post on the forums here. Can you check that you are signed into the same email address?

M

MiguelTrio

Participant

I have a similar problem where i suddenly got logged out of Lightroom and I cannot restore my purchase. I try starting the free trial but it says "You are currently subscribed" I'm still paying monthly for the services but unable to access them

C

Charlie.D

Inspiring

Hi Miguel,

I see you posted for help on the forums using the Apple sign in method, and I do not see any Lightroom subscription for that login. I believe your Lightroom account exists under another email address (or maybe Facebnook or Google login). However, I cannot see what that might be -- you will need to remember which email address/social sign on methid you previously used to create and subscribe a Lightroom account.

If you simply cannot remember, is it possible you have a recent device backup which you could restore? This should restore the previous login.

M

MiguelTrio

Participant

I just followed what you've suggested. Thank you, I didn't realize that my Lightroom login was a different email address to my iCloud. Thank you!

J

jagreene

Participant

I'm having the same issue. Any help would be appreciated

C

Charlie.D

Inspiring

Hi 'jagreene'

Sorry for the delay. I see an account for you but it has no subscription. If you can confirm you have an active Lightroom subscription in your iTunes Subscription settings, then please try the advice in this help page to help Lightroom retrieve your subscription info again from Apple:

https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

C

christian81

Participant

I have this issue as well on my iPhone, I have a valid ssuscription on my Apple account. I can't restore on the app

C

Charlie.D

Inspiring

Christian, I see a valid subscription for you. Is this working OK now?

R

rafmedeiros

Participant

Hi Charlie_D , I'm facing the exactlly same issues people are facing here.....already tried everything you say here, with no success...I was using the creative cloud all apps membership but I cancel it and got only the Lr Mobile sub now. What can I do? Thanks!

P

Prv231189

Participant

Hi,

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

C

Charlie.D

Inspiring

Hello 'Prv231189'

I see a valid Lightroom Android subscription for the same email ID you used to write on the forums here. Please try signing out and signing back in if you do not see the subscription still.

octaviom85284627

Participant

Having the same issue!

C

Charlie.D

Inspiring

Hi 'octaviom85284627'

I'm sorry for the delay -- I just happened to see you got no reply.

I took a look based on the email I see for you, and Creative Cloud for teams membership you have may not provide for Lightroom Mobile premium access. Also, it's not clear to me if that CC team subscription itself is still valid.

Please contact your plan administrator to confirm the subscription is still active. Otherwise, if you need further help please contact Adobe Support directly, as these are peer-support forums. Adobe Support for Enterprise contact info can be found at: https://helpx.adobe.com/contact/enterprise-support.html

F

Fahad al sharrah

Participant

Hello, yesterday while using lightroom cc on an iOS device, I logged out of my account and signed back in. Everything was working fine before signing out, once I signed back in the premium features were not usable and my photos and custom made filters all disappeared. When I tried to restore purchase I got a notification that says duplicate purchase.

i tried a few of the suggestions listed here like logging out of my Apple ID and restarting my phone with no luck. Please tell me all my work is retrievable and didn't just vanish (it was saved on the cloud) and please help me get my premium features back 🙏

I

Ignacio B.Correct answer

Participating Frequently

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

KevinOS84

Participant

Hi, I'm having the same issue. I've tried everything but I'm still unable to access Premium features. Can you help me please? Thanks, K

C

Charlie.D

Inspiring

Hi 'KevinOS84'

What device are you using to subscribe, iOS or Android?

I checked for any subscription info against the email ID I see for you on the forums here, and there is no trace of a subscription. If you do see an active subscription to in your store settings, it is definitely not linked to said account I see for you. Is it possible you have more than one account? For example, did you possibly sign into Lightroom using Facebook or Google, and not the email address you used for this forum? If so, you will need to sign into that other account to access your premium subscription.

If you're still stuck, please reply back.

--Charlie

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