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jan thomasm92372347
Participant
Mar 1, 2019 7:01 PM UTC
Question

Restore Purchase on iOS not working

Dear Adobe,

since you dont give me any other option to get to your support, i have to post it here.

I just renewed my lightroom mobile subscription on the ipad, but it crashed. Now apple-Store shows me that I have succesfully subscriped and am paying 4,99, but in the lightroom app, choosing restore purchases doesnt work. Just shows me a rotating circle for like ever.

Installed Lightroom mobile on iphone, same result!

Could you please fix my account!

And why do i have to post this in a forum, and not just give me a [......]  email-adress?????

Very bad user experience!!

JM

[Moderator note: profanity removed on public forum according to forum rules.]

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    156 replies

    Sharkojo
    Participant
    Dec 16, 2021 12:22 PM UTC

    Hello i have the same probelm it keeps saying restoring purchases but it doesnt do anything.i have tried loging out of everything and it still didnt work.

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    defaulttjyn2yyxsng1
    Participating Frequently
    Dec 16, 2021 1:06 PM UTC
    Call apple customer service and call adobe. That’s what worked for me.
    And unistall the app



    —— Best, DT
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    defaultvobn9m9bo8ee
    Participant
    Sep 29, 2021 2:37 PM UTC

    I'm also having this problem!! Please help!!

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    Adobe Employee
    Charlie.D
    Adobe Employee
    Sep 29, 2021 8:35 PM UTC

    @defaultvobn9m9bo8ee 

    Can you elaborate a bit more so we can better understand the issue?

    Are you trying to subscribe via Lightroom Android or iOS?

    Did the subscription appear to succeed, or fail?  Is there an error message?  Does force-quitting and restarting the app let the purchase process complete smoothly?

     

    Thanks for sharing as much info as you can provide.

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    Victoria5D1E
    Participant
    Feb 15, 2021 1:20 AM UTC

    Hello I am having the same issue. Restoring purchase doesn't work! Please help. 

    victoria 

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    Adobe Employee
    Charlie.D
    Adobe Employee
    Feb 15, 2021 6:44 PM UTC

    Hi @Victoria5D1E 

    Is this iOS or Android, or on a desktop computer?  When it fails, what happens?  If an error shows, what is the error message?  Does it help to force-quit and relaunch the app before you try to purchase again or try 'Restore Purchase?'  Does your app store purchase history show a successful purchase for Lightroom?

     

    Before further troubleshooting, I recommend you make a full iTunes/iCloud Backup of your device so you can always restore it later to have the same files and apps you have today.  Please do not delete the app.  If you delete Lightroom while it is in the free use state, the images inside Lightroom will be deleted along with the app.  

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    Victoria5D1E
    Participant
    Feb 16, 2021 9:07 PM UTC

    Hello,

    Thanks for your reply. The error message says: No restored purchases. Restore completed but there are no past purchases. 

    When I check my subscriptions I do have this successfully active. I also received a charge for it. 

    thanks,

    victoria

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    Staceele
    Participant
    Feb 5, 2021 9:01 PM UTC

    I have the exact same problem as well. I just now subscribed and couldn't restore my purchase. The circle is just keep on rotating but nothing happened. This is extremely frustrated and please fix this issue asap.

     

    Stace

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    Adobe Employee
    Charlie.D
    Adobe Employee
    Feb 6, 2021 1:20 AM UTC

    Hi Staceele

    I see a valid Lightroom Mobile Premium subscription for the Adobe ID you used to post for help here.  Is this working OK now?  If not, check that you are signed in with the same Adobe ID that you used for the forums here.  If that's not the issue, make sure your device is online so it can access the internet, and perhap try relaunching the app in case that helps it sync up to see your subscription.

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    Lisa5E7E
    Participant
    Jan 18, 2021 10:32 PM UTC

    Same issue and troubleshooting you've listed hasn't worked.

    Translate
    Adobe Employee
    Charlie.D
    Adobe Employee
    Jan 19, 2021 6:52 PM UTC

    Hi Lisa,

    I see my team mate Guido already replied to your separate post, but just to confirm for you: we do see a valid, ongoing subscription to Lightroom Premium on mobile for the email address you used to post for help on the Adobe Community forums.  Please check that you are signed into Lightroom with the same email address, and then you should be all set.

    Thanks,

    Charlie

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    defaultrvx4r9ljxlqn
    Participant
    Nov 17, 2020 3:51 PM UTC

    Hey Charlie 

    I have a desktop lightroom 1 month subscription, and I open up lightroom and click restore purchases, it just keep spinning and will never load. Please help I have projects to complete. Let me know if you need more information from me. Thanks

     

     

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    Adobe Employee
    Charlie.D
    Adobe Employee
    Nov 17, 2020 6:29 PM UTC

    Hi 'defaultrvx4r9ljxlqn'

    I replied to your separate post already. 

     

    For the fastest help, please reach out to Adobe Support directly. Visit https://helpx.adobe.com/contact.html, sign in, and then click the chat button at the bottom right.

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    Jean-Philippe5EEC
    Participant
    Oct 17, 2020 4:16 PM UTC

    Same problem here, please help.

    What is so difficult about this adobe?!

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    Adobe Employee
    Charlie.D
    Adobe Employee
    Oct 19, 2020 9:22 PM UTC

    Hi Jean-Philippe

     

    I see you had 20 GB Photography plan that is now expired.  You originally subscribed to this plan at www.adobe.com

     

    Is the problem that this plan expired unexpectedly?  Or are you trying to subscribe to a different plan now on iOS or Android (because you are posting in the Lightroom Mobile forum)?

     

    It would help if you described your specific steps and problem and any error message you see, in addition to which device you are using to subscribe.

     

    Also, please understand these forums are intended for user-to-user support.  For the fastest help, please reach out to Adobe Support directly. Visit https://helpx.adobe.com/contact.html, sign in, and then click the chat button at the bottom right.

     

    Thank you!

    Translate
    Arjeanet0101
    Participant
    Oct 4, 2020 2:00 PM UTC

    Hi, 

     

    im also having the same issue. I purchased a premium subscription on my iPhone and now it won't let me restore my purchase even though it says my subscription is active. I tried everything focussed in this post already. Every time I press restore purchase on Lightroom I get stuck on the loading page. Already tried to sign out of Apple ID and then restore and it didn't work. Please help. 

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    Adobe Employee
    Charlie.D
    Adobe Employee
    Oct 5, 2020 8:48 PM UTC

    Hi Steph, Joesph, and Arjeanet

    Is this working OK for you now?  I see valid Lightroom plans for each of you.

    There must have been a system hiccup over the weekend, and I will check with our server folks to make sure things are running right.  If you still need help, please reply back

    Translate
    Joseph5E33
    Participant
    Oct 5, 2020 11:32 PM UTC

    Mine is working now. It worked the following day. 

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    Joseph5E33
    Participant
    Oct 4, 2020 8:55 AM UTC

    I'm having the same issue. Please help. 

    Translate
    StephanieB833
    Participant
    Oct 4, 2020 1:32 AM UTC

    Hi, I'm having the same problem in my Lightroom app. My Apple subscriptions say I have renewed Lightroom but in Lightroom I still can't use the extra features and it says I need to upgrade. When I go to restore purchases it goes to a screen that freezes. I have tried to delete the app and reinstall along with restarting my phone and it freezes every time and extra features can't be used. I don't know what to try next. Any help appreciated. Thanks, Steph

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