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February 7, 2018
Question

Lightroom Mobile Premium not working

  • February 7, 2018
  • 120 replies
  • 74115 views

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

    120 replies

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    E
    ElaFigura
    Participant
    May 8, 2021

    Hi! I just purchased the mobile premium account and it's not working. I've tried signing out and in again, restored purchase but I still can't use the premium features. Hope you could reply. Thanks!

      D
      defaultqmhyu0jt2csb
      Participant
      May 9, 2021

      I'm with the same problem.

       

      Please help me.

       

      [email removed for privacy by moderator]

       

      Xiaomi Mi 8

      Android 10

       

      Thanks

      Eric Nascimento 

       

      R
      rudy5E9C
      Participant
      April 29, 2021

      Good morning, I pay for the regular subscription of $4.99 a month. My account started on my iPhone and I recently got a computer to get more out of your apps like photoshop and others.  Unfortunately when I logged into my Lightroom on my laptop it says I need to pay for it. I don't know what's wrong with it and I just paid the 24 of April. 

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      April 29, 2021

      Hello @rudy5E9C 

      Plans purchase via mobile app stores provide access to only the Lightroom Mobile apps.  To use the Lightroom Desktop app, you should purchase a subscription through www.adobe.com or Mac or Windows app stores, and cancel your current mobile subscription.

       

      If you have additional questions, please contact Adobe Support directly.

      Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.

      V
      VieshnaviB82B
      Participant
      October 3, 2020

      Hi, I'm having this same issue, tried contacting Adobe support and they told me to contact Apple. Apple support says that my subscription is valid and paid for but the Lightroom App doesn't recognize it. I've had Apple cancel my premium subscription, but would love to understand why this suddenly stopped working. If I can be assured it will work in the future, I would re-subscribe.

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      October 5, 2020

      Hi VieshnaviB82B

      I'm not sure what went wrong, but for what it's worth now I see a valid Lightroom subscription applied the account that matches the email address you used for Adobe's Community Forums here.  Are you sure you're signed into Lightroom with the same email address?  

       

      If you had signed into Lightroom with another email address, you would not see the subscription working, and if you then tried Restore Purchase you would see an error "Duplicate Purchase" to indicate you already have another Lightroom account that is subscribed.  

       

      I hope some some bit of this info helps!

      V
      VieshnaviB82B
      Participant
      October 5, 2020

      Yep! I was signed into Lightroom with the same email address. I honestly don't understand what was happening. At least Apple refunded me the subscription... I'll just have to live without lightroom premium on my phone.

      drewn147
      drewn147
      Participant
      October 1, 2020

      Hello, I just purchased the free trial for Lightroom Mobile Premium on my IOS device whilst signed in to my Adobe account, and the subscription is showing as active in my subscriptions in the App store. However, I still cannot access the Premium features in the app. I've tried restaring my iPhone, signing in and out into my Adobe account, pretty much everything, and nothing is working. When I try to Restore Purchases in LR settings, it says Restore completed but there are no past purchases. Would Support kindly look into this? Thank you.

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      October 1, 2020

      Hi Drewn147

      I just sent you a private message.  I think you may be signed into the wrong account in Lightroom.

      drewn147
      drewn147
      Participant
      October 2, 2020

      That was indeed the problem. It is working now, thank you 🙂

      dederoung93
      dederoung93
      Participant
      September 23, 2020

      I just renew my subscription from my android device for IDR 28000, but when i finished my payment, it said that my subscription still expired. Please fix this asap

       

       

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      September 23, 2020

      Hi 'dederoung93'

      I'm assuming you want to subscribe using the Lightroom account based on the same email address you used for the forums here.  I see your previous iOS subscription is cancelled, but somehow still seems active in our system.  I think this may be blocking the newer subscription you're trying to make on Android. 

       

      I work on the Lightroom iOS product team and lack the tools Support has to resolve this.  Please reach out to Adobe Support directly.  Visit https://helpx.adobe.com/contact.html, sign in, and then click the chat button at the bottom right. 

       

      Adobe Support is not monitoring this community help thread, so you will need to describe the problem.  Ask Support to help unblock your new subscription, and do let them know you had a previous subscription thay may be interfering here.

      J
      jason strickland
      Participant
      September 15, 2020

      Same here!  Not resolved yet.  I am starting to lose faith in Adobe.

      here is my issue:

      Issue
       

      You cannot access Premium features in the Lightroom for mobile app, and

      • you see Subscription Expired/Trial Expired in Settings > Account.
      • you do not see an active subscription after paying for a subscription via in-app purchase.

       

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      September 15, 2020

      Hi Jason, I will send you a direct message to discuss your details more privately.

      S
      Salvira5FBE
      Participant
      August 13, 2020

      Can you help me with my account too as im facing the same problem with my premium subscription it just keeps saying your trial has expired whereas when i open adobe creative cloud it says you are subscribed. Did not expect this to happen😕😕

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      August 14, 2020

      Hi Salvira

      I can sometimes help users who subscribed through the iOS app store.  I see you purchase the 20 GB Photography Plan directly from adobe.com, and this seems valid to me.  If you are not seeing this work correctly even when you are signed in using the same email address that you used for the Adobe Community forums here, then you should contact Adobe Support directly using the chat icon at the bottom right of the link: https://helpx.adobe.com/support.html

      Kind regards!

      A
      Alexandr5FCF
      Participant
      August 18, 2020

      Hello, I have the same problem - there is no access to the features of the premium subscription, although it is paid. Help solve the problem.

      A
      ari.hkm
      Participant
      July 19, 2020

      Hey its happening to me and im not sure how to fix it

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      July 21, 2020

      Hi Ari

      I see a valid Lightroom Android 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? 

      C
      CiroFranzese
      Participant
      July 6, 2020

      Hi, I have the same problem after updating for Premium, my mobile app does'nt work with additional features. If I try to upgrade again it says "Unable to continue purchase". I tried also to recover purchased and to log.out with my account. Can you help me?

      Thank you

      greule
      Community Manager
      greuleCommunity Manager
      Community Manager
      July 13, 2020

      Hi CiroFranzese

      please give it a try again and let me know if your account is now working. - Guido/ Lr Mobile QE

      G
      Gauravk_sharma
      Participant
      July 2, 2020

      Hi Team,

       

      I'm facing similar issue, I had the photography plan for which the subscription expired. Now I've the All apps plan but the LR Premium features aren't working on mobile and not able to access cloud space also through LR mobile.

       

      Can you please help.

       

       

      greule
      Community Manager
      greuleCommunity Manager
      Community Manager
      July 2, 2020

      Hi Gauravk_sharma . Please check with your  institution's IT/administration. Your Edu-CC-Subscription does not include Lr Mobile services...see this note...https://helpx.adobe.com/ie/lightroom-classic/kb/lightroom-mobile-available-education-memberships.html

      - Guido/ Lr Mobile QE

      Katherine
      Katherine
      Participating Frequently
      July 3, 2020

      Hi Guido,

       

      apologies for my constant asking. I am having the same issue on this thread again this month. I purchased the premium version after it expired and it hasn't worked. I already tried the restore purchases button. Thank you for the help in advance 

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