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Kendall5EC2
Participant
July 27, 2021
Question

Lost Presets and Premium

  • July 27, 2021
  • 1 reply
  • 256 views

I recently got a new phone and when I logged back into Lightroom all of my presets were gone and my account was no longer on premium. I logged in with the same email I used previously and it bills directly through apple. I can't find anywhere that tells me how to restore my premium and all my presets and I can't find an email to contact. Anyone have any suggestions?

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1 reply

C
Community Manager
Charlie.DCommunity Manager
Community Manager
July 28, 2021

If you were subscribed and your presets synced to the cloud before you moved to a new phone, they should still exist in your subscribed account.

The Presets and Profiles buttons moved locations on the Edit toolbar.

Tap Presets, and switch from Premium to the Library tab, and scroll down until you see User Presets--your presets should be there.

K
Kendall5EC2Author
Participant
July 28, 2021

I did that but when I scroll down they're all missing. It is also still acting as if I don't pay for premium when I am.

C
Community Manager
Charlie.DCommunity Manager
Community Manager
July 28, 2021

Hi @Kendall5EC2 

I checked your account ID for the forums here against our system, and learned you have another emails address / account ID that is subscribed to Lightroom for about a year now.  I'd guess your photos are in this other, subscribed account.  I'll send you a direct message with m

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