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Lightroom Mobile Premium Not Working

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Paid for Lightroom Mobile premium. Can't access any premium features. The app says that it has expired but Apple subscriptions says that it is active and will renew!

iOS: iPhone

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Charlie.DCorrect answer

Adobe Employee

Hello @taradelamorte

Sometimes people with problems accessing a recent subscription have more than one account, and are confused about which account is subscribed. However, I don't see signs of multiple accounts for you.

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

And if that doesn't resolve your issue, please reply back with any errors that may help us understand the issue you have.

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carla_tagata

Participant

Hi!! I am facing the same issue!! Could you please help me??

I've tried all the steps mencioned in the support page but did not work!

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Charlie.D

Adobe Employee

Hi @carla_tagata

Our system says the same account you used to post for help has a healthy, active subscription with almost 20 GB of images synced to Lightroom cloud storage.

If you are not seeing this, please try signing out, then sign back in again. Be sure to use the same login method that you first used -- I see your login relies on Apple's sign in method that hides the actual email address. If you sign in with the same secret Apple email relay system, it should work. If not, you may need to contact Apple or Adobe Support directly for help. For Adobe Support, please contact Adobe Support at https://helpx.adobe.com/contact.html?rghtup=autoOpen
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Charlie.DCorrect answer

Adobe Employee

Hello @taradelamorte

Sometimes people with problems accessing a recent subscription have more than one account, and are confused about which account is subscribed. However, I don't see signs of multiple accounts for you.

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

And if that doesn't resolve your issue, please reply back with any errors that may help us understand the issue you have.

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taradelamorteAuthor

Participant

Hi! I have repeated those steps and am still not able to access the premium features.

My receipt says that I bought the Premium yearly 100GB (Yearly) on August 28, 2023 via the Apple app store. This is not reflected in my past purchases but is under the same email.

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Charlie.D

Adobe Employee

Hi @taradelamorte

Can you tell me the specific error message displayed when Restore Purchase failed to help? Did it mention that you seem to be subscribed under another account?

It sounds like you have an active subscription running for another Lightroom account based on a different email address. It won't necessarily help that you're currently signed into Lightroom with the same email address you use for your iTunes ID. You need to sign into Lightroom with the specific email address you used when the subscription was made. I'm sorry, but I cannot detect what the correct email login is for your subscribed LR account.

If signing into Lightroom trying other email addresses you might have used does not help, please contact Adobe Support to see what they can do to assist you.

Visit https://helpx.adobe.com/contact.html?rghtup=autoOpen
...and in the chat field (lower right), type AGENT

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