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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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    naitommy
    naitommy
    Participant
    Jul 4, 2019 6:38 PM UTC

    Same, paid subscription is still valid until but the application says no.  and does not allow to buy it again and cannot restore purchase

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    викаа83626185
    Participant
    Jul 4, 2019 9:51 AM UTC

    I have a problem.  paid subscription is still valid until 07/14/2019.  but the application says no.  and does not allow to buy it again.

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    greule
    greule
    Inspiring
    Jul 4, 2019 11:14 AM UTC

    I've just fixed your  account. Sorry for the trouble and we are working on a server-side fix for the root cause of the issue. - Guido/ Lr Mobile QE

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    fher7
    fher7
    Participant
    Jul 4, 2019 2:27 AM UTC

    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​

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    greule
    greule
    Inspiring
    Jul 4, 2019 7:13 AM UTC

    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

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    fher7
    fher7
    Participant
    Jul 4, 2019 11:16 AM UTC

    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.

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    Kyaw Htut Aung
    Participant
    Jul 3, 2019 11:46 AM UTC

    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.

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    greule
    greule
    Inspiring
    Jul 3, 2019 1:05 PM UTC

    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

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    Kyaw Htut Aung
    Participant
    Jul 3, 2019 1:38 PM UTC

    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

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    tomoamsterdam
    Participating Frequently
    Jul 1, 2019 3:48 PM UTC

    i have the same issue, please help!!!

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    greule
    greule
    Inspiring
    Jul 1, 2019 4:21 PM UTC

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

    1. Sign out of the Lightroom app.
    2. Sign out of your iTunes ID in iOS Settings > iTunes & App Store
    3. Restart your device.
    4. Sign back into iTunes, and ensure your credit card/payment details are current, not expired
    5. Confirm the Lightroom subscription is still valid in your iTunes account info. 
    6. Sign-in to Lightroom app again.  (It is important the iTunes account that buys the subscription is the same account that downloads the app!)
    7. Try Restore Purchase again in Lightroom's settings.
    8. 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

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      tomoamsterdam
      Participating Frequently
      Jul 1, 2019 5:03 PM UTC

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

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      William4119
      William4119
      Participant
      Jun 28, 2019 9:43 PM UTC

      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.

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      Adobe Employee
      Charlie.D
      Adobe Employee
      Jun 30, 2019 1:38 AM UTC

      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

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      sebastianm33725509
      sebastianm33725509
      Participant
      Jun 28, 2019 8:44 PM UTC

      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...

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      Adobe Employee
      Charlie.D
      Adobe Employee
      Jun 30, 2019 1:14 AM UTC

      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.

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      sebastianm33725509
      sebastianm33725509
      Participant
      Jul 7, 2019 2:54 AM UTC

      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?

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      artemg55532949
      Participant
      Jun 28, 2019 2:14 PM UTC

      Just Purchased but showed me expired

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      Adobe Employee
      Charlie.D
      Adobe Employee
      Jun 30, 2019 1:03 AM UTC

      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.

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      syifar77336692
      Participant
      Jun 26, 2019 4:36 PM UTC

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

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      greule
      greule
      Inspiring
      Jun 27, 2019 8:46 AM UTC

      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

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      Carlowe
      Participant
      Jun 28, 2019 3:21 AM UTC

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

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      Carlowe
      Participant
      Jun 25, 2019 6:53 AM UTC

      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.

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      Adobe Employee
      Charlie.D
      Adobe Employee
      Jun 26, 2019 12:09 AM UTC

      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

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      Carlowe
      Participant
      Jun 26, 2019 7:06 AM UTC

      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.”

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