Subscription not allowing me to access premium features

Question

Hello,

I subscribed to Lightroom Premium in January and have been using it since with bug issues. I paid a sale offer price and since the purchase, everytime I proceed to try use any premium feature, the app asks me subscribe again. When I just say yes and try to continue in past experiences it says "You're currently subscribed to this. Your subscription to Premium yearly 100GB renews 8 Jan 2026 for the full amount. Etc." then the app has moved on and allowed me to use the features.

Tonight however, it is doing this but now when I try to re subscribe as per usual (even though I already have the subscription) it says "no restored purchases" and says there are no past purchases. I am paying for an app that I cannot use and I need it to be reliable. It is also stating an ID and email address that is not my own, I need help to ensure I have not been hacked and that my app and subscription are working.

thank you for any help!!! (I've obviously tried the following: logging out and in again, deleting the app and restarting my device. None have been successful.

Ashby

Charlie.D · Answer

Hello

It seems you have an expired Creative Cloud Photography Plan. Since this was not purchased through the mobile App Store, the Restore Purchase function you tried cannot help.

To get help with this matter, please contact Adobe Support directly. To contact Support via Chat, go to: https://helpx.adobe.com/contact.html?rghtup=autoOpen
...sign in with your same email address that you use for your subscription, and in the chat field (lower right), type AGENT to reach a person faster

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