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Question

Lightroom Mobile Premium not working

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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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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.

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Charlie.D

Adobe Employee

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?

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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)

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dingshengy2662115

Participant

Have exact the same issue, can someone help me

to restore the premium account?

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greule

Inspiring

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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kerrym3226873

Participant

I'm having problems as well. I just purchased premium this morning and can't seem to restore my purchases. Ive tried all the steps listed above and none seem to work.

Thanks

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greule

Inspiring

Hi Kerry. Have you tried to sign-in with the Adobe-id you are using for this forum. Just checked the server-side and it looks like that this is the one which has the Lr Mobile subscription applied. Let me know your results. - Guido/ Lr Mobile QE

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phyoethu509

Participant

I got the same issue.Please Help me

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greule

Inspiring

Could you re-sign-in with the Adobe-id which you are using for this forum. This is the one with a LrMobile subscription applied. - Guido/ Lr Mobile QE

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TaraEJ

Participant

I too am having the same problem and have been for a while! Tried logging in again no luck

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leilaninanz

Participant

I am having this problem now too! Help!!

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kellyp44925142

Participant

Mine isn't working either.. Will work on laptop but not on my phone.. Tried logging out and logging back in still not working

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mehmetç13544028

Participant

Hi,

I am having exactly same problem. I could not restore my purchase from the settings page. I was using my account on my wife's phone. Premium subscription is active on her phone but lightroom premium features do not working.

thanks

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greule

Inspiring

Hi Mehmet. I've just send you a private message with some instructions - Guido / lr Mobile QE

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kellyp44925142

Participant

Can you help me too.. I have adriod.. None of the functions are working.. They are all greyed out and can't edit photos on the mobile app

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oliviad57712244

Participant

I am having this issue. Probably has something to do with the lost recent update? Has been working fine for months. My credit card was charged for my subscription on the 17th but LR is saying my subscription has expired yet says I'm making a "duplicate" purchase when I try to renew and doesn't give me any other options. Please fix, this is frustrating.

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isabelled89306937

Participant

Hello ! I have the same problem. I bought the subscription several months ago and it's work fine. I have recently bought a new phone, a galaxy s8. Since that, on this new phone the premium features doesn't work anymore. It say the subscription expired but i continue to pay etc... and when i choose upgrade now, it's say it's a duplicate purchase but i'm on the same account than before. I don't understand. I try everything

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anne mikaelam34183338

Participant

My email address is xxx

I was already charged. please help me.

[ private informations removed by moderator --> https://forums.adobe.com/docs/DOC-3731 ]

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