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Participating Frequently
Feb 7, 2018 5:16 PM UTC
Question

Lightroom Mobile Premium not working

I purchased the Lightroom Mobile Premium subscription (in-app purchase) but app says my subscription is expired and I don’t have access to creative cloud storage or selective gradients. When I try to renew subscription app says I’m already subscribed.

I have contacted Adobe via live chat and they said it was an iTunes billing issue as they have not received payment for my subscription but they seemed to not know much about the service as they kept offering that I subscribe to the Lightroom $9.99/month plan for desktop. I then contacted Apple and they assured me that it is an issue on the developers end.

I have been dealing with this issue for several weeks with no resolution. It is very frustrating because it worked perfectly the first month of my subscription but after the auto renewal I began to have these issues. Since then I cancelled my subscription and re-subscribed and the issue still exists. Please help

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    504 replies

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    Fer220193
    Fer220193
    Participant
    Apr 16, 2018 9:20 PM UTC

    Same in here, I tried the all steps except for the “restoring purchase” because I can’t find it. I can edit the pictures that where already there, but can’t import new pictures to the app. It has been like that for more than 1 week now. Hope you can help me.

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    ivos16109631
    Participant
    Apr 16, 2018 12:35 PM UTC

    Hello - I have the same problem as listed above...subscription is active but unfortunately nothing works (tried the steps listed above - signing out from Apple ID, retrying purchase, signing in again, restoring purchase - nothing, sadly

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    yanam94448964
    Participant
    Apr 16, 2018 12:33 PM UTC

    it’s working now thanks!!!

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    yanam94448964
    Participant
    Apr 16, 2018 9:58 AM UTC

    Same problem to me and i tried to what greule say but still can not access premium i hope to will be fix soon because i have important work in my creative cloud....

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    greule
    greule
    Inspiring
    Apr 16, 2018 11:12 AM UTC

    Could you give it a try again. Your account should be fixed now. Could be that you need to re-sign-in. Let me know if it's working for you. --Guido/ Lr Mobile QE

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    miriam868
    Participating Frequently
    Apr 16, 2018 11:47 AM UTC

    It works now. Thanks!!!!

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    miriam868
    Participating Frequently
    Apr 14, 2018 6:59 PM UTC

    I have an iphone x and the same problem. I contacted Adobe and they do not take responsibility or give solutions. Apple says that adobe is the only one that can fix the problem.

    Although Apple is going to return the money and cancel the subscription I still can not use the premium features

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      Gerrruuuld
      Participant
      Apr 14, 2018 7:13 PM UTC

      Yeah. I contacted Adobe through live chat and pointed me to contact Apple or to browse this forum. I tried everything that I read here but it didn’t fix my issue.

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      greule
      greule
      Inspiring
      Apr 16, 2018 8:10 AM UTC

      Please give it a try again. We've just fixed your accounts and working on a permanent fix which we are planning to release soon.

      Maybe you need to re-sign-in but you should have access to the premium features now.

      Sorry for the inconvinience. - Guido / Lr Mobile QE

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      Gerrruuuld
      Participant
      Apr 14, 2018 5:07 PM UTC

      Hi, I'm having the same issue on my iPhone X running iOS 11.3.

      I tried reinstalling, sign out/in and restoring purchases but it give me an error that says "Unable to complete purchase".

      I already received an email from Apple that my purchase for the subscription was successful.

      EDIT: I also tried signing out and in to Apple App Store but the error still appears when restoring purchase

      EDIT2: [private information removed by moderator]

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        miriam868
        Participating Frequently
        Apr 10, 2018 3:55 AM UTC

        The same

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        duyp84914342
        Participating Frequently
        Apr 9, 2018 2:40 AM UTC

        The same me now.

        anybody who can help me out, please      

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        greule
        greule
        Inspiring
        Apr 9, 2018 12:51 PM UTC

        Could you both verify with the following steps...

        1. Open up iOS setting > iTunes&App Store, then long press on your Apple-id and choose "View Apple ID". Navigate to the "Subscription" entry. Check if the Lr Premium Subscription status is marked as 'Expired'?
        2. If so, tab under Options the Premium entry and confirm the purchase entry. Afterwards restart Lr Mobile and if that won't help re-try with the following steps
        3. Sign-out via iOS settings->iTunes&appstore->then start the Lr purchase process again. Once prompted, sign-in with the Apple-id and finish the process with final OK confirmation.
        4. In addition run a "Restore Purchases" from the Lr Mobile settings.

        Hope this helps

        Guido/ Lr Mobile QE

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        duyp84914342
        Participating Frequently
        Apr 10, 2018 1:51 AM UTC

        Tks for your support Greule, but unluckily none of them works. I really dont know why it is so complex to renew an app !!! Apple and Adobe should regconize and fix it. Anyway, I am losing money on this stupid subcription        

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          kSquared-CxvUe8
          kSquared-CxvUe8
          Participant
          Apr 8, 2018 4:13 AM UTC

          Bought the subscription today as well and am having the issue of it not working. Says I’m subscribed but upgrade features do not work.

          **Edit: I followed g’s instructions for signing out and then trying to purchase again and it worked for me. Thanks!

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          syedr45222350
          Participant
          Oct 4, 2019 9:25 AM UTC
          Same problem with me have u received any solution for it?
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          Adobe Employee
          Charlie.D
          Adobe Employee
          Oct 6, 2019 5:45 PM UTC
          Hello Syedr45222350, I see Akash replied to your separate post recommending help steps at: https://helpx.adobe.com/in/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html I also see you have an active subscription with files that are uploaded. If you still need assistance, please let us know.
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          zacharyl88550457
          zacharyl88550457
          Participant
          Apr 5, 2018 11:44 PM UTC

          I’m having the same issues.   In the app i tapped the  renew button for $4.99 and it brought up the fingerp to pay screen & so i did that & it said it worked & in my iTunes  Subscriptions it says that it was purchased today and will renew a month from today but when i go to use the app & click on the  selective tool it says i need to upgrade to the full paid version before i can use that.   So i paid for an app and i can’t even use it.  And i did the whole sign out here & there and try to sign in this way or hit restore purchases etc.  I’ve done everything that guy has told other people to try and just like them it’s not working.  

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            miriam868
            Participating Frequently
            Apr 8, 2018 4:38 PM UTC

            The same me.

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