Participating Frequently

Question

Lightroom Mobile Premium not working

Forum|Forum|8 years ago
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

Show previous replies

E

eithelka

Participant

I have the same problem can you check my account as well please. I'm logged in the app by the same ID as I'm here. My subscrition was paid april 8th.

C

Charlie.D

Community Manager

Hi eithelka

As you may have seen just now in my previous reply to this thread, we think we've found and fixed the issue here. We sincerely apologize for the interruption of service. Please let us know if you are still not able to access Lightroom Premium service.

E

eithelka

Participant

Hello, thank You for fix it. Premium is working.

But sadly I lost all my created presets and added photos and edits.

Maybe it's time for a new start 😉

B

Blanko

Participant

I am also having the same issue. Was using Lightroom and all the premium features late yesterday (Like 7 hours ago) , yet my account says my subscription is expired. In reality my apple account was just charged on April 9th,2020 for the month until May 8th. I have attempted to sign out and back in, yet still no premium features are working.

C

Charlie.D

Community Manager

I just replied to your first post (another thread). We think we've found and fixed the issue here. We sincerely apologize for the interruption of service. Please let us know if you are still not able to access Lightroom Premium service.

B

bneuse02

Participating Frequently

Just want to follow up with everyone on this thread as to my own experience since I've seen an increase over the last few days in people reporting being in the same situation I was in...

Actual adobe customer service will be a 100% waste of time in fixing this for you. Your only hope is to get one of the moderators from this thread to help you directly. The issue is very clearly with Adobe's inability to process autorenew payments through the app. Subscribers, such as you and I, get charged through the app but the payment never seems to get registered in Adobe's system so they disable your subscription. Then, your only option is to seemingly try to make the purchase again to which Adobe's systme throws you into a loop saying you cannot duplicate a purchase you have already made.

I spent no less than 40 hours over several days trying to talk directly with Adobe support on the phone and through chat. Every time I was told to contact Google since my purchase was through the app, that the "back end team" was working on my issue, my issue had been elevated, and to wait 24-48 more hours for a response. That is all after having to reexplain the situation all over again every single time because the support employees would not review the notes from the previous call/chat. The moment you tell a new person for the first time that you made the purchase through an app, they will immedieately respond with "since this is an in-app purchase, you need to contact the store (apple or google) that you got the app through". Rest assured, that is all bull and it will get you nowhere.

Again, your only hope is to DM one of the moderators on here that have responded and helped others, such as myself. They can see that there was an error and reset your account, although the root cause is still undetermined. My advice is to then turn autorenew off and just manually resubscribe every month moving forward. It's a minor inconvenience, but should keep you from getting stuck in the 'payment is overdue but you can't resubscribe for a purchase you have already made' loop.

Hope that helps.

trisha corpuz

Participant

i notice that many people are having this issues and so am i, can i have a representative help me bc ive gone through the thread and have tried hard to fix the problem but to not avil

C

Charlie.D

Community Manager

Hi Trisha

As you may have seen just now in my previous reply to this thread, we think we've found and fixed the issue here. We sincerely apologize for the interruption of service. Please let us know if you are still not able to access Lightroom Premium service.

P

PhoKYU

Participant

I'm having this same issue!

C

Charlie.D

Community Manager

As you may have seen just now in my previous reply to this thread, we think we've found and fixed the issue here. We sincerely apologize for the interruption of service. Please let us know if you are still not able to access Lightroom Premium service.

K

Killabay

Participant

Help!
I have the same problem. I have tried to log into the app with both my adobe info and Apple ID, nothing works- yet I continue to pay month after month for an app I can't use. Please help!

J

Jordan Guglielmi

Participating Frequently

same problem here!!!

R

RyanSedillos

Participant

I also have this problem none of the premium features are working and I renewed my subscription. Apple support said there's is nothing they can do and the app itself gives me an error when I try to renew again. Help!

B

bneuse02

Participating Frequently

I am having the exact same issue but my purchase was through Google Play. My subscription through the Play Store was auto renewed, my credit card was charged, and all of the sudden I lost access to the premium features of Lightroom Mobile. When I try to repurchase a subscription through the app (even though I shouldn't have to) I get the same error message about it being a duplicate purchase and there is no option other than to hit a 'retry' button. Please help!!

B

bneuse02

Participating Frequently

Great response Adobe!! Complete radio silence on an issue it is very clear numerous of your users are having...

C

Charlie.D

Community Manager

Hi 'bneuse02'

I'm sorry that you are facing subscription difficulties. These are user/peer support forums, where users and sometimes non-Support employees like me volunteer help when we can. If you ever have any urgent needs as a paying customer we always recommend you contact Adobe Support directly. Support contact options can be found at: https://helpx.adobe.com/contact.html

I help out with iOS subscription questions when I can, as iOS is what I know best. I will forward your issue here with people who are more knowledgeable about the LR Android app. In the meantime let me ask a question or two that might help.

I am able to see that you have a subscribed account that seems "past due" on our side. From your previous post, it seems like you did not intentionally cancel your subscription and you have visited the Help page above, but the steps did not help (https://helpx.adobe.com/in/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html). Is it possible the credit card or other payment method for your Google Play account needs to be updated? I can tell you from personal experience, I've had issues like these when I got a new credit card -- my number stayed the same, but my card's expiration date needed to be updated. I'm hoping the solution you need is something simple like this.

EDIT: I see now you sent me a private message with some useful, additional information: "I only have one Adobe account, and my autorenew subscription info with Google Play is active and accurate. My credit card has been charged for the service I have purhased through your app, but the features in the app are not working because it says my subscription is expired. When I have tried to repurchase the features (even though I shouldn't have to) I get an error that says I am trying to make a duplicate purchase that has already been made by a different account.."

The 'duplicate purchase' error displays when you try to subscribe again using another Adobe account while you already have an Adobe account with the same subscription. I urge you to contact Adobe Support based on the contact details shown at found at: https://helpx.adobe.com/contact.html.

If you have multiple accounts in play, they may be able to help you consolidate your accounts and unblock your subscription.

A

AngusWatt02

Participant

Yup, doesn't work for me either, renewed the subscription using my Apple ID and none of my sign ins have premium on them 😞

C

Charlie.D

Community Manager

Hi Angus

I just caught your message now. I do see a valid subscription to Lightroom Premium for you. Are your issues resolved, or do you still not see your Premium access? Please be sure to sign in using the same email address you used for the forums here. Otherwise, see the advice here:https://helpx.adobe.com/in/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

If you still need help please reply back, click on my user name to send me a direct message, etc.

L

Loekelani

Participant

I have the same problem. I renewed and tried the renew button but it doesn't work. Already signed out and in using apple ID that connects to Adobe-ID. All good on the Apple Appstore side for payment. Nothing seems to work for me.

N

Nazer31

Participant

Still not working 😔😔😔

C

Charlie.D

Community Manager

Hi 'nazer31'

I will send you a private message with more info to help.

K

KirbyOMG

Participant

I'm having the exact same issue with my account, I have bought the signature via Ligthroom mobile, but the premium features were never available.

Then I've canceled the signature and was not able to renew it anymore, since I'm always having an error message saying it's not possible to renew and also that my account is expired.

Can you please check my account?

B

Bloo Velvet

Participating Frequently

I have the same problem can you check my account as well please.

greule

Community Manager

To both of you. From what I can see it that you should try to re-sign-in with the Adobe-id which you use for this forum. It looks to me that this is the once with the correct subscription applied - Hope this helps, Guido/ Lr Mobile QE

Show more replies

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded