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Lightroom mobile Premium not working

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I'm paying for the subscription, even tried repaying multiple times and every time I go to the app after a day it says I don't have premium but I am paying for premium... how do I fix it

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C

Charlie.DCorrect answer

Adobe Employee

Hi @ChloeD25

I see you had an Educational Creative Cloud subscription that was either canceled or is missing payment. I also see separarate Lightroom Mobile subscriptions for your same account which is redundant -- you should cancel at least one to avoid duplicate charges!

To see your subscription please sign into Lightroom Mobile using the same login ID you used to post for help here.

S

Sheng_Yang3971

Participant

I am also having the same issue. I purchase 10/27/24 and it was working. But 11/3/24 it stop working. I tried everything and it's still not working. Hellllp

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C

Charlie.D

Adobe Employee

Hello @Sheng_Yang3971

Please try the Troubleshooting on this page: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

If restore purchase fails to help, please take note of the error message it says, and contact Adobe Support at https://helpx.adobe.com/contact.html?rghtup=autoOpen
...and in the chat field (lower right), type AGENT

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S

Sheng_Yang3971

Participant

Hi,

I've tried troubleshooting following that direction mutilate times and it
still doesn't work.

Thanks,
Sheng

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L

Lime3765210635pw

Participant

I have same problem here, please help me ...!!

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Charlie.D

Adobe Employee

@Lime3765210635pw

I see no Lightroom account for the email address you used to post for help. If you do not remember which email address or social sign in (Facebook, Google, Apple) you previously used to sign in, please contact Adobe Support directly. Maybe they can help. Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.

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B

Basit31028686tlby

Participant

How can I solve

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C

Charlie.D

Adobe Employee

@Basit31028686tlby

We need much more info to help you. What device and operating system version are you running? Did purchase suceed, or fail with an error? If your OS subscription history shows an active Lightroom Mobile plan, does it help to try Restore Purchase? See this page for more info: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

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Leonardo32568619sk5m

Participant

I have the same issue, my phone is a Galaxy S21 FE, Adobe lightroom last version donwloaded at Galaxy store.

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Natalia251160718xes

Participant

Hi! I'm facing the same issue on Adobe for Enterprise plan. Tried "Restore purchases" and still nothing.. Could you fix it please?

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Charlie.D

Adobe Employee

Hi @Natalia251160718xes

Restore Purchase is really only helpful addressing hiccups for users with personal plans subscribed through iOS or Android app stores -- it's not so helpful with enterprise plans.

With a enterprise login, you may have more than one account linked to the same email ID you use to sign in. I recommend signing out, and signing back in while trying / selecting each business/enterprise account that shows after you enter your user ID and password.

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Parminder30229422t0sa

Participant

Same issue with me I can't access all the tools.

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Charlie.D

Adobe Employee

Hello @Parminder30229422t0sa

Can you elaborate? What tools are not working? Does it help to restart the app?

I see a new Lightroom Mobile Premium subscription, with data uploaded to cloud storage. From our side the subscription appears to be working for you.

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Sarah Wisson29844726yppp

Participant

Same here. Did all steps recommended, nothing change. Could you please fix it ?

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Amela031403

Participant

Same here, it makes me crazy!

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Charlie.D

Adobe Employee

Hi @Amela031403

I see a valid new subscription for the email ID you used to post for help. However, I see no actual usage of the LR app. If you are already signed into the app, this tells me that you must be signed into some second account. Please sign into Lightroom with the very same email ID you used to post for help.

If you need additional help, please contact Adobe Support directly. Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.

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C

Charlie.DCorrect answer

Adobe Employee

Hi @ChloeD25

I see you had an Educational Creative Cloud subscription that was either canceled or is missing payment. I also see separarate Lightroom Mobile subscriptions for your same account which is redundant -- you should cancel at least one to avoid duplicate charges!

To see your subscription please sign into Lightroom Mobile using the same login ID you used to post for help here.

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Akash Sharma

Legend

Hi there,

Sorry that Lightroom mobile is showing trial expired even after you've purchased the app.

Would you mind checking the below soulutions and let us know if that helps?

Solution 1: Verify Email address and make sure you’re logged in.
Solution 2: Restore Purchase using the steps mentioned here: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html
Solution 3: Restarting the device and repeat step 1 and 2
Solution 4: Contact our engineers by posting to this community post: https://community.adobe.com/t5/lightroom-for-mobile-apple-tv/lightroom-mobile-premium-not-working/td... as they are monitoring this issue.

Let us know if that helps.

Thanks,

Akash

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