Unable to process purchase

Hello @Fernanda5C1A 

Please try the help described here: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html 

If Restore Purchase fails to work, and the error message you mentioned says something about "duplicate purchase" this means you have another Lightroom account based on another email ID, and it is that other email address that is subscribed in Lightroom.  Please try signing into Lightroom with other email addresses you use, and see if you can find the subscribed account.

@Fernanda5C1A 

We're sorry to hear you're unable to access the premium issues with your active subscription. Please verify you're login into Lightroom using the correct email. If you're still unable to activate your subscription please reach out to the appropriate app store for assistance. 

iOS: https://support.apple.com/en-us/HT202039

Android: https://support.google.com/googleplay/answer/7018481/

Let us know if this helps. 

Best, 

Careeeesa