Skip to main content
E
EuroHopper
Participant
December 28, 2023
Question

Current project disappeared right after upgrade to Rush Premium

  • December 28, 2023
  • 1 reply
  • 547 views

After the Crash-Bug got solved I was OK subscribing to Premium again. Right after the purchase got acknowledged and Rush changed from free to Premium, out of a sudden my current one and only Project (locally on my iPad Pro) disappeared from the Project list and the list was empty. After closing the app and reopening, my three old projects were shown in the list (which were synced online prior to the crash-bug).

 

So much work has gone into my current project and I don't understand why it now disappeared from the project list right after the Re-Upgrade to Premium?! Please help me getting back my project!!

 

    This topic has been closed for replies.

    1 reply

    Kevin J. Monahan Jr.
    Community Manager
    Kevin J. Monahan Jr.Community Manager
    Community Manager
    December 30, 2023

    How weird, @EuroHopper. Please contact us here: https://helpx.adobe.com/contact.html. Ask for the video queue once you are connected with a live person. I hope they can help you restore your projects from their end. Let us know how it goes.

     

    Thanks,

    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    E
    EuroHopperAuthor
    Participant
    January 2, 2024
    Hey, thanks for the advice. Will try to get help there.
    Btw, I am really sad that the support for syncing the projects will no longer be supported - that was my key feature why I decided to go for the Premium license! Unfortunately also cancelling the Premium subscription did not work as expected,, I need to pay the entire year although I will most likely have to find something else for video editing which allows sync between devices.
    Will update you on the video restore….
    Cheers,
    Christian
    https://www.instagram.com/eurohopper.overland
    E
    EuroHopperAuthor
    Participant
    January 2, 2024
    So, finally I was sent around through various support teams and engineers, advanced engineers, to cancellation team etc… Finally - my video project data is lost! Multiple support engineers confirmed to me that, if you started using Adobe Rush Mobile (e.g. on iPad) and have your local project on your device, and if you then upgrade your license to a premium subscription, your data that was not sync‘ed will be deleted!! This is ridiculous and a absolute No-Go for me! Even worse, the one reason for me buying the Premium subscription - the sync functionality across devices
    - is getting end-of-support very soon which was not indicated to me prior to the license upgrade!

    So, I payed 37,99€ and all I got is a data loss of my 2 months of work!!

    A refund would have to be acknowledged by Apple App Store as I ran the subscription through the App Store. The App Store team from Apple refuses to refund the fee as for them there is no valid reason. This seems to be considered my personal problem and own fault…
    Really upset now!
    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices