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madisona2351465
Participant
Jan 18, 2020 11:27 PM UTC
Question

Lost Everything after accepting trial

I have been using Lightroom on my iPhone since last summer, I bought presets for it and had so many pictures on it. I decided to try the one week free trial and ever since then everything disappeared. I lost all of my pictures, cannot find any of my many presets, and I don't know what to do. I deleted the app, re-signed into my account, even went on my laptop to try and find these missing pictures and presets. I am so upset, I use these presets for my Instagram and I don't want to have to pay for all of them again. 

{Title edited by Moderator for clarity and to aid search queries} 

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44 replies

Kate2659597802l9
Participant
Oct 14, 2022 11:22 AM UTC

Adobe support, can you please message me as well? Going through the same thing on Android! Samsung Galaxy s21 ultra

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Adobe Employee
Charlie.D
Adobe Employee
Oct 19, 2022 10:05 PM UTC

@Kate2659597802l9 

I saw your direct message, but I'm going to reply here on the public thread.  You referred to help I provided another user, but that was a different situation where multiple accounts caused login confusion.  I see no other, secondary account for you.

 

I work on the Lightroom iOS team, and it's not clear to me what happened for you as I don't know the LR Android app as well.   I will ask the Android team to reach out to you.  

 

If you needs are urgent, please contact Adobe Support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
...and in the chat field (lower right), type AGENT

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Kate2659597802l9
Participant
Oct 21, 2022 3:43 PM UTC
Thank you!
If you need any more information please let me know
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Aya5EDF
Participant
Apr 15, 2021 4:58 AM UTC

I am experiencing even worse issues, I lost everything I was relying on my Lightroom in my phone on my phone and had photos I neede to submit to someone. I recently changed my plan on Adobe and the next day I lost all my photos on my Lightroom. I thought it would all stay on my Lightroom mobile if I changed my plan information. I will buy the creative cloud again if that's the issue, I need urgent help please send guidance

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Adobe Employee
Charlie.D
Adobe Employee
Apr 15, 2021 9:10 PM UTC

Hello @Aya5EDF 

Were the files you need in Lightroom before you subscribed?  And without deleting the app the files are now not visible?  Or did you delete the app before subscribing (before the files had a chance to sync to cloud storage)?  If you have not deleted the app, please do NOT delete it now.

 

If you never deleted the Lightroom app, but images no longer appear in the app it may be possible to recover your images from the application cache using the help info at: https://helpx.adobe.com/lightroom-classic/kb/recover-lightroom-mobile-photos-itunes-file-sharing.html 

 

If you don't find the files you are looking for, do you have a recent iTunes or iCloud backup if your mobile device from a time when Lightroom still showed your images?  If so, restore the backup onto your device, and then try the iTunes Files Sharing help above.

 

I will send you a private message with a little additional info about other accounts you might have used.

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Kate2659597802l9
Participant
Oct 19, 2022 2:46 PM UTC

Could you message me too I'm also having issues

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Melissa1587
Participant
Feb 10, 2021 3:08 AM UTC

I would like some help here as this happened to me as well thank you!! 

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Dayna5ECC
Participant
Jan 27, 2021 2:40 AM UTC

I got a new phone and all my presets I have paid for are completely gone. How do I restore this? I really hope I am not going to have to buy these presets again. Really disappointing. I am now on the free trial and some presets have restored on my mobile app. Am I going to lose these again when the free trial ends?

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greule
greule
Inspiring
Feb 1, 2021 10:12 AM UTC

The best way to transfer Lr as a free user to a new phone is to setup you new phone from a iOS backup created from your previous phone. With that all data will be preserved. - Guido/ Lr Mobile QE

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Dayna5ECC
Participant
Feb 10, 2021 3:34 AM UTC

Can you give me directions on how to do this with Android ? Thanks 

 

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Natalie5FAA
Participant
Dec 14, 2020 11:20 AM UTC

Hello! I had the same exact thing happpen to me. I've been using the free version for a few years, but I decided to try a free 7 day trial of the desktop version. It was taking a long time to download, so I went to "manage subscription" and cancelled. Photos are now hidden on my iphone and it is acting like I'll need to pay the 4.99 iphone app fee to access them again. I also have many purchased presets and photos on that account, but I know that I only had the free version before. Please help! Thanks!

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greule
greule
Inspiring
Dec 17, 2020 11:20 AM UTC

Hi Natalie5FAA .

I'v just checked our server-side logging and it looks to me that you have 2 adobe-ids in use. One as free and the other with the subscription. Could that be? I'm sending you more info via a private message. - Guido/ Lr Mobile QE

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selondon
Community Expert
selondonCommunity Expert
Community Expert
Jan 21, 2020 6:32 PM UTC

Hi Guido, 

 

Wonder if you can help?

I'm trying to ascertain when the free version turns into a trial? 

Is it a trial when you initially download the app?

Or is after a certain time?

Or a customer accepting a trial pop up?

 

Also what happens to photos and presets than sync to the Cloud if a trial is accepted but a plan not then subscribed to?

 

Thanks

 

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greule
greule
Inspiring
Jan 29, 2020 1:21 PM UTC

I alrady had a look  and pinged madimarie1 privately. What I noticed is that it seems like  the subsctiption was applied to a  to a different adobe-id and not to the free Lr version with the presets. Still wating for confirmation from madimarie1

Since the app was deleted the free-app-data is no longer preserved and therefore please double-check if you have an iOS back-up from where you could possibly restore. Hope this helps- Guido/ Lr Mobile QE

Delete
 
 
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selondon
Community Expert
selondonCommunity Expert
Community Expert
Jan 21, 2020 8:50 AM UTC

Hi,

 

Can you provide some more details so that the community may be able to help you...

 

Did you have the free app before accepting the trial? 
Did you have a back up of the device?

What format where the presets in when you purchased them?

Can you see any photos or presets at 

http://lightroom.adobe.com

 

Unfortunately deleting the app probably discarded everything if you did not have any kind of subscription.

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Karina0D4C
Participant
Feb 19, 2021 7:44 AM UTC

Hi Guido!

I have the same problem - started my free trial today, and all of my photos + presets are gone. The app shows 9GB of cache, but nothing is showing in the app itself. I am signed in under the same login as I was before. All content was synced and backed up (as it was shown int the app). I only use Lightroom on my Iphone.
I do not have a recent backup of my device. Please let me know if there is anything I can do to restore the content. 

Have a great day, 
Karina 

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Adobe Employee
Charlie.D
Adobe Employee
Feb 19, 2021 7:45 PM UTC

I replied to the duplicate post above already.  This was a problem where the user has two accounts.

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greule
greule
Inspiring
Jan 21, 2020 8:48 AM UTC

I've just send you a private message - Guido / Lr Mobile QE

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    Alecyr98C6
    Participant
    Dec 24, 2020 8:43 PM UTC

    Hi Greule!

     

    I just had same issue today with my Lightroom Mobile.

    I've decided to sign up the trial version for a week while I was editing a picture.
    It was ok, till the moment that I've tried to use a tool and the app closed.

    Then, I opened the app again and there was a question if I would like to sync my camera roll with the app automatically, I chosen not.

    So the app opened with 0 albums, 0 presets, etc.

     

    Please help me to solve it 🙏

    Thank you,

    Alecyr Araujo 

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