Participating Frequently

Question

Lightroom Mobile Premium not working

Forum|Forum|8 years ago
February 7, 2018
120 replies
74116 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

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fher7

Participant

I am having the same issue but I'm subscribed to the photography plan already. I download the app and login with my account, I see my photos populate, and in settings it says You're subscribed. Yet local adjustment brushes are all greyed out. I have signed out and back in and Uninstaller the app. Even tried signing in with Google account linked but no dice. Works fine on my android phone just not the new iPad. GuidoReule

greule

Community Manager

Hi JC. Did I get it right that when you open up a photo in Selective Edits mode and when you then tap the top left "+" icon which gives you the offer to choose between Brush, Radial or Linear Gradient ....and once processed one of them that the editing controls are diabled or when you open up a photo with exiting brushes, could you try to select one of the small indicators. Let me know if that helps.
If not, would be great if you can attach a video or photo which illustrates you issue. thanks in advance, Guido/ Lr Mobile QE

fher7

Participant

Guido,

Thanks for the quick response. That's not it at all though, my problem is the same as others, no access to any premium features even though I have a photographers bundle subscription.

K

Kyaw Htut Aung

Participant

Hello Adobe Team,

I have the exactly same issue while renewing the subscription. I normally subscribe my mobile LR monthly basic and there was no issue. Now, my last time purchased expired around Apr and now, I renew it again to edit my Raw file. As usual, I click the upgrade button in apps and the money is deducted from my apple account. However, it is still loading and not going anywhere. When I check the again the application, it is saying that "subscription expired" while this is in active at Apple history. As soon as it happen, I contact Adobe Help and they said to contact Apple. Then, I contact to Apple and try all the options that they instruct (redownloading apps, sign out - in, restart, restore purchases). Finally, they said to contact developer cos this is not their issue. The payment was successfully done and it will be valid until Aug 1. So, I contact again to Adobe support and they said that they do not have any sales information and can't help. So, I am really helpless and don't know who should I contact.

Now, I see many same issue in this forum. I tried again all the instruction that Adobe staff is provided to others. Unfortunately, it is not working. I tried all sing in/out, log out from Apple ID, restart, log in again and restore purchases. I tried all the information that is mentioned in this forum. But my issue is still persist.

It would be much appreciated if someone help me to resolve my issue. My Adobe ID is same with this forum email ID which is also same for Apple ID. Thanks in advance.

greule

Community Manager

We are investigating your issue. In the meanwhile you should be able to access your account again. Let me know if it's working.

Guido/ Lr Mobile QE

K

Kyaw Htut Aung

Participant

Hi Guido,

I can access my account and also the application. Only it is not reflecting the renewal. That’s why, I can’t use paid tools at Mobile LR.

regards,

Mark

T

tomoamsterdam

Participating Frequently

i have the same issue, please help!!!

greule

Community Manager

Hi Russ and Tomo. Can you both do me the favor and try the following....

Sign out of the Lightroom app.
Sign out of your iTunes ID in iOS Settings > iTunes & App Store
Restart your device.
Sign back into iTunes, and ensure your credit card/payment details are current, not expired
Confirm the Lightroom subscription is still valid in your iTunes account info.
Sign-in to Lightroom app again. (It is important the iTunes account that buys the subscription is the same account that downloads the app!)
Try Restore Purchase again in Lightroom's settings.
If the spinner takes a long time, and the purchase or restore doesn't complete within in a few minutes, please try a different network connection.

Let me know if that helps.

Guido/ Lr Mobile QE

T

tomoamsterdam

Participating Frequently

made all of that step by-step and it still doesn’t work.

William4119

Participant

Same problem popped up for me today. iTunes subscription went on until July 16 but the app was telling me it was expired. Tapping upgrade would just tell me to contact support who said their computers said it was expired and sent me to Apple. Cancelled the subscription, signed out of iTunes and Lightroom, signed back in to iTunes, still getting error in Lightroom, purchased subscription again through the iTunes app, and still getting the same error in Lightroom. Tried everything above but no luck.

C

Charlie.D

Community Manager

Hi 'William4119'

I'm sharing your account with our server team for investigation. I see that in the meantime, you have started a new subscription via adobe.com, and this other subscription seems to be working for you. So that you aren't charged twice, please be sure to cancel the mobile subscription in your iOS iTunes account settings, and seek a refund from Apple. Apple will need to help with that refund as they own the transactions. Sorry for the trouble--thanks for taking the time to report it.

--Charlie

sebastianm33725509

Participant

Sadly i got the same problem. Renewed my subscribtion today and i can‘t get it to work. First tried to renew inside the app, that didn‘t work. After that i renewed over itunes and it worked, it‘s also showing inside my Adobe account that i have a subscribtion but the app doesn‘t get it. I reinstalled, signed out and back in, checked everything over and over again, tried a different network but nothing worked so far. If i try it with an older account from years ago, it‘s working immediately and i could renew inside the app...

C

Charlie.D

Community Manager

Hi Sebastian

I'm glad you were ultimately able to get the subscription working, though not with the account you tried. I see your subscription is working with the email ID you used for the forums here. If you want to move your Adobe account to another email address, please contact our Support team -- you should be able to find Support contact info here: https://helpx.adobe.com/support.html

Thank you.

sebastianm33725509

Participant

It was working the next day without doing anything.

That lasted for about 2 days and went back to not working. Now premium stuff is again not working for me even with a paid subscription. How is this possible?

A

artemg55532949

Participant

Just Purchased but showed me expired

C

Charlie.D

Community Manager

Hi Artem,

My check shows that your are successfully subscribed. If the app still says "expired" please try signing out and then signing back in. If that doesn't help, try re-installing the app.

S

syifar77336692

Participant

I’m having the same problem now. It is very frustating, please help. Thank you

greule

Community Manager

Hi Syifa. I've just send you a private message. Just give it a try and let me know if it helps - Guido/ Lr Mobile QE

C

Carlowe

Participant

Hello, is there anything else I can do? Please help...

C

Carlowe

Participant

Help, I’m having the same issue like the others. I checked the app store and it says I am subscribed but the app says my subscription has expired. I can’t restore purchase because it get stuck on a loading screen.

C

Charlie.D

Community Manager

Hi Carlowe

Can you check that your iTunes account payment/billing is up to date before trying restore purchase. Also, please sign out of Lightroom and be sure to sign back in using the same Adobe email ID you used to access the forums here.

The spinner you see with Restore Purchase can take a while. If possible, plug in your phone and give it a few minutes to sync up your Apple payment details to our server. Another idea is to try Restore Purchase using a different network--is it possible for you to try this at work, or a friend's home, or from a cafe or other place that offers wifi?

--Charlie

C

Carlowe

Participant

Hello Charlie,

I’m sure my account billing is up to date, meaning, I checked my account subscriptions and my next billing date is July 8, so that means I should still be subscribed to premium, right? I am also sure that I am using the same Adobe account as I am using here because I only have one. I tried your suggestion regarding the use of another network in restoring purchase. I used my cellular data instead of my home wifi. It solved the problem with the spinner but then now it says that I have no restored purchases. It says, “Restore completed but there are no past purchases.”

xw40120600

Participating Frequently

I also encountered the same problem, suggesting that the subscription was successful and has been debited. The subscription is successfully displayed in the app store's subscription management, but the lr app always prompts that the transaction cannot be completed.

Then contact Apple to request a refund.

After trying to subscribe again, the same problem, the subscription is successful and the payment is deducted, but the application is still not working properly. I can't solve the problem if I try to log out or uninstall the application multiple times.

C

Charlie.D

Community Manager

Is it possible that your Apple ID has already subscribed another Adobe account? Lightroom allows people to sign in by creating an Adobe ID, or by simply clicking Facebook or Google to create a quick login. In the past, some users have signed on using one method, and subscribed. And then later they sign in using another method and wonder why the subscription isn't showing. Is it possible you have more than one Adobe account for Lightroom like this?

xw40120600

Participating Frequently

我就是用当前这个账号订阅的

期间我尝试过用另外一个账号登录重新订阅，提示我已经使用了另外一个adobe账户订阅过了，无法再次订阅

切换到订阅的账户后就一直提示无法订阅（如上图）

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The following is the content translated by Google：

I just subscribed with this current account.

During this time I tried to log in with another account and re-subscribe, prompting me to have subscribed to another adobe account, can't subscribe again.

After switching to the subscribed account, I always complain that I can't subscribe (as shown above)

dingshengy2662115

Participant

Have exact the same issue, can someone help me

to restore the premium account?

greule

Community Manager

Hi Dingsheng Ye. Could you try with the Adobe-id which you use for this forum. I can see from the server-side that this Adobe-id has the correct subsription applied. Hope this helps, Guido/ Lr MobileQE

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