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Participant
February 10, 2025
Question

Lost access to photos in Lightoom and charged for subsciiption in a lost account

  • February 10, 2025
  • 1 reply
  • 113 views

Hello, I have an issue with the app. I logged in and got the 7-day free trial on my Mac. I edited some 50 pictures, but then I accidentally logged out, and when I tried to log back in, Lightroom app said that my subscription was purchased with a different Adobe ID. I panicked and tried logging in with all the email accounts I have. Nothing worked, as I was receiving the same error message. I could not access the pictures I edited and (of course) I did not save them to my computer. To make it worse, I tried to stop my paid subscription before the end of the 7-day free trial, and yesterday, my credit card was charged... Since there is no customer centre or helpline, I would be grateful for support in these two issues:

1. Is it possible to access the photos I edited so far? (I tried logging in to Creative Cloud but they were not there)

2. Can I receive a refund for the monthly subscription, if I stopped it before the end of the 7-day trial + I don't even have access to my account or pictures I edited anymore? 

Thank you in advance for your help. I am very dissatisfied and would be grateful for any suggestions. 

1 reply

Rikk Flohr_Photography
Community Manager
February 10, 2025

You purchased this via the Mac App Store. You would need to contact Apple in order to affect this account. 
I show your data storage is under your Apple ID - that is how you would need to log in to retrieve your photos.

Apple should be able to help with your other concerns.  

Rikk Flohr: Adobe Photography Org
Participant
February 11, 2025

Thanks a lot for your advice! I logged in using my Apple ID and I tried doing it both on the app and online, but each time the pictures were not there. I will contact Apple to see if they can support me further. Thank you!