Skip to main content
2lbs
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

    This topic is closed to new replies. Start a new post to keep the conversation going.

    504 replies

    Show previous replies
    CiroFranzese
    Participant
    Jul 6, 2020 11:00 AM UTC

    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

    Translate
    greule
    greule
    Inspiring
    Jul 13, 2020 10:55 AM UTC

    Hi CiroFranzese

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

    Translate
    Gauravk_sharma
    Participant
    Jul 2, 2020 3:30 AM UTC

    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.

     

     

    Translate
    greule
    greule
    Inspiring
    Jul 2, 2020 7:35 AM UTC

    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

    Translate
    Katherine
    Katherine
    Participating Frequently
    Jul 3, 2020 5:23 PM UTC

    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 

    Translate
    Nina.kumer11
    Participant
    Jun 21, 2020 11:28 AM UTC

    Hi, I'm having a similar problem. I renewed my subscription for Lightroom premium on my computer. Everytime I open it it still says I need to renew my subscription although I already paid for everything and also everything works on my phone. I tried signing out, reinstalling it, all that stuff and nothing works. What can I do? 

    Translate
    Adobe Employee
    Charlie.D
    Adobe Employee
    Jun 22, 2020 2:28 AM UTC

    Hi Nina, I see a healthy, valid Lightroom Mobile Premium subscription for the same email ID I see for you on the forums.  Are you able to see it working now?  If not, are you able to see the subscription and premium features if you sign into the same account at lightroom.adobe.com?

    Translate
    Nina.kumer11
    Participant
    Jun 22, 2020 1:10 PM UTC

    Charlie, thanks for the quick reply. It still doesn't work on my computer app, but on the phone and on the online version everything works fine. I have quite a big mass of photos to edit for one occasion so it would take a really long time if I try to edit everything on my phone or on the cloud version. 

    Translate
    Pedrovvida1
    Participant
    Jun 15, 2020 10:22 PM UTC

    I've been facing exact the same problem, Adobe tells me to solve with Apple, Apple tells me everything is fine, that I should solve this with Adobe. Ive been in touch with Adobe and you guys do LITERALLY nothing to help. I need it to be fixed since I work with this app!

    Translate
    Adobe Employee
    Charlie.D
    Adobe Employee
    Jun 15, 2020 11:33 PM UTC

    Pedro, I'm sorry for the difficulty.  Please check for a private message from me soon.

    Translate
    Shadia taher
    Participant
    Jun 21, 2020 3:18 AM UTC

    Hello I am

    having the exact same problem! Tried all solutions but didn't work. Can you help me

    please 

    Translate
    chasecostner
    Participant
    Jun 2, 2020 5:18 AM UTC

    Having the same issue, have tried all the recommendations for restoring purchases from this thread and nothing is working. Can someone help please?

    Translate
    Yorksguy15
    Participant
    Jun 2, 2020 8:20 AM UTC
    Hi

    I was told mine was cancelled due to none payment. I sent them a copy of my
    Apple receipt and it was up and running within a few hours.
    --
    Richard Prince
    Translate
    samp77164004
    samp77164004
    Participant
    May 20, 2020 11:12 PM UTC

    Hi

    i was try all those tips on those help page, but i cant get my prenium to work, and get that 100gb on the cloud, i been charged twice, and it doent seam to work.  can somebody take a look??

     

    Sam

    Translate
    daveshaw301
    Participant
    May 22, 2020 11:50 AM UTC

    Same issue for me.  Restore Purchase = duplicate purchase with different appstore -> thats impossible, same account has been used for years.

     

    I'm a little annoyed, yesterday I was in an area with no signal, lightroom opened and let me take photos.  I got home, it tried to connect and it looks like those photos are lost.  I hope not.  Please help with my account too.

    Translate
    Adobe Employee
    Charlie.D
    Adobe Employee
    May 23, 2020 12:57 AM UTC

    Dave, that error means you have already subscribed another Lightroom login ID.  The error prevents you from accidentally subscribing more than one account at a time.  I'll send you details to help you access the paid account in a private message.  Standby...

    Translate
    nonaowen
    Participant
    May 3, 2020 9:41 PM UTC

    hi the same thing is happening to me and i've tried all your tips!

    Translate
    Adobe Employee
    Charlie.D
    Adobe Employee
    May 3, 2020 10:01 PM UTC

    Hi nonaowen

     

    I see you once has a subscription but it expired over a month ago.  I'll send you a direct message in a moment, so we can discuss your account more privately.

    Translate
    bielle-mendes@hotmail.com
    Participant
    Jun 4, 2020 8:20 AM UTC
    Hi. I'm having the same problem with my Lightroom Mobile signature and I really need to use it. I already signed the Premium 2 days ago, but I didn't have acess to any resources, it says that "the signature was duplicated" but in your website it says that is working in this e-mail account. I tried everything, even enable and disable. Please help
    Translate
    m_grulich
    Participant
    Apr 26, 2020 9:06 PM UTC

    Same here, I tried literally everything which was described here earlier, but without any result...It's pitty because the lightroom is best for editing photos..

    Translate
    Adobe Employee
    Charlie.D
    Adobe Employee
    Apr 27, 2020 2:34 AM UTC

    EtienneHauber, Calvarez.santullano, Brando95, m_grulich:

    I see valid subscriptions for each of you.  You should be able to enjoy your subscription now.  If not, please reply back for more help.  I will reach out to the server team to understand if there was a temporary system problem that caused the difficulties you reported.  

     

    Matidonoso, I see you have a subscription under a different account, not the account you used to post here.  I will send you a direct message to share details more privately.

     

     

    Translate
      EtienneHauber
      Participant
      Apr 27, 2020 3:36 PM UTC

      Thank you for your reply. It is working now!

      Translate
      Matidonoso
      Participant
      Apr 26, 2020 5:35 PM UTC

      I'm having the same issue, tried restoring, signing out and even reinstalling on iPad and still isn't working. About 12 hours since the problem is occuring to me.

      Translate
      Brando95
      Participant
      Apr 26, 2020 4:04 PM UTC

      I'm also experiencing this problem, it's very frustrating. I've tried the suggested solutions; logging out of my Apple ID, trying the renewal process. Even redownloading the app. Nothing is working. According to apple, I successfully paid for my subscription, and it's showing as active. 
      but whenever I go and clifk on the premium features, it asks me to renew. It then says ITS UNABLE TO. 

       

      I've now tried the renew button under my profile on the app, where the loading wheel is continuously spinning. I know others have said they have left it spinning over might then found it renewed in the morning. I hope this is the case. 

      It's absolutely ridiculous that this is still an issue after so many years!

      Translate
      Show more replies
      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices