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February 7, 2018
Question

Lightroom Mobile Premium not working

  • 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

    120 replies

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    P
    pcolson86
    Participant
    November 5, 2018

    same as everybody up there, same issue. I paid for the premium directly from the App on iOS and even if I can see the plan in the Appstore settings, nothing on my Lightroom CC app. When I tried to restore purschases it keeps loading without stopping. I tried on other network, same issue. And of course I tried all other suggestion that have been listed on this thread.

    greule
    Community Manager
    greuleCommunity Manager
    Community Manager
    November 5, 2018

    Hi Daniel+Pierre. I've just send you out a private message to you info about  the correct adobe id you should use. It looks like that you both use a different adobe-id. - Guido/ Lr Mobile QE

    P
    pcolson86
    Participant
    November 5, 2018

    I greule, I tried to answer to you by private message but it didn't worked   

    so actually I tried with multiple ID and neither worked. But now everything is fine with the correct ID. thanks for your help.

    A
    Anonymous
    November 4, 2018

    The problem is still there and I'm pretty upset that I paid for an app that I can't use. Yes, I tried everything mentioned in this thread, but nothing helps.

    A
    Anonymous
    October 24, 2018

    Hi I have a problem similar but slightly different from all above inquiries. i purchased on iOS app store. the Lightroom cc told me that I can use all the premium functions but I can not access to be creative cloud storage.  would you help me with this problem? Thanks

    greule
    Community Manager
    greuleCommunity Manager
    Community Manager
    October 29, 2018

    Hi huiyu fan. Did I get it right that your wish is to access the creative-cloud storage beside the Lr CC-storage? -  Guido/ lr Mobile QE

    A
    Anonymous
    October 30, 2018

    Hi thanks for replying. I used to be able to connect to the adobe cloud, I can edit the photos on my MAC book Lightroom CC and on my mobile version, but now I can no longer access the cloud on the mobile version Lightroom on my iPhone, I don't know what happened but it just happened from the 2nd month of subscribtion of premium function.

    R
    riadha50992104
    Participant
    October 20, 2018

    I’m having a similar issue. The message I’m getting is Duplicate purchase- The subscription has already been made with a different Adobe ID.

    Ive checked the ID I’m logged in as and it’s the same as my iTunes account I’ve used to purchase it, can you help?

    Thanks

    sabrinab76608331
    sabrinab76608331
    Participant
    October 19, 2018

    Hola quería saber, por qué al móvil el Lightroom no me pasa todas las fotos gracias

    dinnod12887142
    dinnod12887142
    Participant
    September 30, 2018

    Same issue in Lightroom CC. can someone help me?

    P
    pelooyen
    Participant
    September 9, 2018

    I also have the problem with slight difference.

    I have access to premium via work (Enterprise account)

    (plooyen@macarthur.nsw.edu.au)

    NO success in logging in Lightroom mobile - just hangs. Will only work if I use my personal account which has no subscription.

    It only involves Lightroom. If I log into Sketch or Photoshop Mix or Fix, there are no issues

    Can you help please

    O
    Overprinter
    Participant
    August 25, 2018

    Same problem here, and tried all the fixes suggested. It still says expired, despite having a current subscription. It was working until recently. What has changed?

    greule
    Community Manager
    greuleCommunity Manager
    Community Manager
    August 27, 2018

    Hi Leigh.

    Could you try a "Restore Purchases" via the Lr Mobile settings, which can be triggered via the top left Lr-icon in albums view and when you then tab on the first account-entry.

    If you still see the problem try to sign-out from iTunes&App Store via the iOS settings. Just tab the navigate to iTunes&App Store and long-tab your apple id which brings up the option to sign-out.

    Afterwards start the renewal process from within LrMobile again and once prompted add your apple-id and credentials.  Hope this helps. - Guido/ Lr Mobile QE

    O
    Overprinter
    Participant
    August 27, 2018

    I've tried all the suggestions, deleting, re-installing, etc and it still doesn't work. The above message comes up when trying to restore purchases on iOS. The desktop version also has a similar problem – see below. All the other apps (Photoshop, etc) are working.

      F
      franks81
      Participant
      August 13, 2018

      Hi Greule can you please check my account as well.

       

      [email removed by moderator]

       

      I purhased yesterday the premium via iOS(iPhone app) In my account apple say there is an active subscription but in LR it says always no subscription. I try all your Log in and Log out Tricks but no luck so far.

      Can you greule please check my account from the server side? I testet recently the desktop app for info......

       

      Thank you for your help

      greule
      Community Manager
      greuleCommunity Manager
      Community Manager
      August 14, 2018

      Hi Frank, I've just send you a private message with some instructions. _ Guido/ Lr Mobile QE

      R
      rüdigera86631308
      Participant
      August 3, 2018

      I have a similiar issue.

      I just bought Lightroom Premium several hours ago, via Google Playstore.

      In the App, Premium features don't work an my Account says that my Subscription is expired.

      When i try to upgrade it again, it tells me i had already subscriped with another Adobe ID, but i only have one Adobe ID wich i was logged in with, as i bought the Upgrade.

      So i contacted Adobe Support via Chat and they told me the subsciption is active. But they couldn't tell me more because Chat Support is only for Creative Cloud Subscriber.

      So that means the subscription for Lightroom Mobile Premium is active for the right Adobe ID, but in the App it is flagged as expired so i have no access to the Premium features.

      What should i do? I already reinstalled the App as well.

      (I apologize if i used complicated grammar in my text, i am a native german speaker)

      A
      Community Manager
      Arnab SilCommunity Manager
      Community Manager
      August 3, 2018

      Hello there, Can you please forward diagnostic logs to us by performing the below steps:

      1. Enable the Diagnostic mode i.e. Go to Settings Panel and long press on top left “Lr” icon (this will enable “Send Feedback” button on Settings Panel).
      2. Now try to purchase again and as soon as you see the duplicate purchase error screen, reopen settings panel and tap on “Send Feedback” button at the end.
      3. Within few seconds the sharing sheet will open, send across the logs. As the logs will be sent in a new thread, please point it to me / provide a summary of the issue (it will help me in tracking).

      Regards,

      Arnab

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