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FienSander
FienSander
Participant
September 6, 2023
Answered

Lost all photos, after using new student portal

  • September 6, 2023
  • 2 replies
  • 404 views

Hi there!

I used the cloud based Lightroom since 2018 but since this academic year (since September) I seem to have lost all of my images. This also happened around the time Adobe required me to log in through the new student/surfspot portal instead of the old subscription portal. I got my license through surfspot.nl a Dutch online portal for students to (among other things) purchase a discounted version of the creative suite.  

I'm working with Lr version 6.5 on a 2019 Macbook Pro.

Does anyone know how to retrieve my previously uploaded images?

Thanks in advance

    This topic has been closed for replies.
    Correct answer FienSander

    ***** UPDATE -- SOLVED *****

    I'm not sure what happened exactly, but I received an email asking if my problem is solved and upon checking it seems that my photographs have been transported to my business account 

    2 replies

    FienSander
    FienSanderAuthorCorrect answer
    Participant
    September 14, 2023

    ***** UPDATE -- SOLVED *****

    I'm not sure what happened exactly, but I received an email asking if my problem is solved and upon checking it seems that my photographs have been transported to my business account 

    Sameer K
    Community Manager
    Sameer KCommunity Manager
    Community Manager
    September 14, 2023

    Awesome! Thanks for the update. We had some work done in the background to fix this for you.


    Sameer K

      R
      responsible_Moonlight5DD1
      Participant
      September 4, 2024

      Hello, Im having the same problem, is there any cance you could help me?

      Sameer K
      Community Manager
      Sameer KCommunity Manager
      Community Manager
      September 8, 2023

      Hey, @FienSander. Welcome to the Lightroom Community. I've reviewed the email account you're signed in with into the community, and you have two profiles under your email.

       

      The personal profile has 86+ GB of data with a previously active, now canceled Creative Cloud subscription. The Business profile has an Enterprise entitlement. Your Lightroom data might still be present in the Personal profile. You can log in to Lightroom Web (https://lightroom.adobe.com) to check this.

        

      This new sign-in experience will help you manage your account when you have multiple profiles on the same email account: https://helpx.adobe.com/enterprise/kb/introducing-adobe-profiles.html

       

      Use the Lightroom Downloader to download all your original images with edits from your Personal profile. Check here: https://helpx.adobe.com/lightroom-cc/kb/download-lightroom-photos.html

       

      You will need to export Lightroom Edit presets manually from the Presets tab by right-clicking & choosing 'Export presets.' Once you have the presets & originals + edits, you can import them in Lightroom signed in with the correct profile in your account.

       

      You can reach us via Chat or call. Contact our team via live chat for help with other possible options here: https://helpx.adobe.com/contact.html

       

      Thanks!

      Sameer K

      FienSander
      FienSanderAuthor
      Participant
      September 10, 2023

      Hi Sameer!

      Thank you for reaching out 🙂
      Great to hear there are still some files there!
      When I try to log in here it automatically logs in my "business" account (https://lightroom.adobe.com)

      I do understand the necessity and use for the new sign in experience.
      However, my surfspot subscription used to be on my "personal" account and without notification it changed to a "business" account. 

      Is there a way to temporarily reactivate my "personal" account so that I may complete the steps you've described above?

      Thanks again!

      ps. I got a bit confused on how to reach the right person through this link: https://helpx.adobe.com/contact.html

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