Premium features not working in PS Express app

Forum|Forum|25 days ago
September 6, 2026
3 replies
39 views

There is a bug that prevents me from using the remove objects tool in PS Express App because it says I need to upgrade to premium. I pay for premium and have been able to use this tool in the past. I have verified that I’m logged in to the correct account. When I elect to try paying for premium again, it confirms that I have an active subscription and gets stuck on that screen indefinitely. The only way to move past it is to restart the app which starts the process over. Restarting my phone and deleting/re-downloading the app does not fix it.

S

Serene_workb497Author

Participant

How can I speak to a person? That link takes me to the virtual assistant, which cannot help me with my issue. The virtual assistant links me to this community for answers

Rose DV

Community Manager

Hey @Serene_workb497,

The chat should have been able to route you to an actual agent - sorry to hear that was unsuccessful!

A couple of things to try to reach an actual person:

On the chat assistant window, there’s a three-dots button - if you click that it should offer you “more contact options” and a phone number from there. (I’ve also screenshot it for you).
Since your subscription is through Apple, Apple Support can also look at the billing and subscription status on their end, which sometimes resolves the entitlement not applying in the app

If neither of those get you to a resolution, let me know and I'll see what else I can do from my end.

Rose

Rose DV

Community Manager

Hi @Serene_workb497,

That sounds frustrating, sorry this is happening!

Because this is tied to your subscription and account, our support team is the right place to get it sorted — they can look at your account directly and see why the entitlement isn't applying, which the community can't. You can reach them here → https://helpx.adobe.com/contact.html?rghtup=autoOpen

You shouldn't need to pay again for something you already have, and support can resolve the access issue directly.

Rose

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