Adobe cloud storage mismatch (Out of storage despite having only using 26gb out of 40gb)

[Bumi Safiq]

Hi, I've got an Adobe Lightroom Mobile monthly subscription via Google Play that includes 40 GB of cloud storage. LR mobile says I have used 26gb out of 40gb, but on Adobe Scan Mobile/Acrobat, it says I'm out of storage, 26 gb out of 5 gb, even though i have 40gb from my subscription. 

Adobe Scan/Acrobat Dddn't say it was full a few months ago too

[kglad]

use a browser. there are several tabs and link to check:

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

[Bumi Safiq]

Thanks for your response. I think there’s been a misunderstanding, I’m not actually trying to check where my storage went.

The issue is that I seem to have two different storage quotas being applied at the same time:

• My Lightroom Mobile subscription (via Google Play) includes 40 GB cloud storage. In Lightroom Mobile, this correctly shows up as ~27 GB used out of 40 GB.
• My free Acrobat/Scan account only has 5 GB storage. Acrobat and Scan are showing 27 GB used out of 5 GB, which blocks me from uploading documents.

Previously, these appeared as separate pools (e.g. Acrobat+Scan showed 1 out of 5 GB used, while Lightroom showed ~27 out of 40 GB used). But after I once tried an Acrobat/Scan trial, they now seem merged, and Acrobat/Scan is counting my 27 GB Lightroom storage against its 5 GB limit.

I’ve already deleted all my Acrobat/Scan documents (they’re backed up locally now), so the only files left on the cloud are Lightroom images. Yet Acrobat/Scan still insists my 5 GB is exceeded, saying I'm 27GB over the 5GB limit.

So the problem isn’t where the files are, but rather that my Acrobat/Scan storage (with 5 GB limit) appears merged with my Lightroom storage (with 40GB limit).  

[kglad]

and what do you see online for the documents site?

[Bumi Safiq]

Here’s what I see on the other sites (screenshots attached). I’ve also already cleared the cache, reinstalled both Acrobat and Scan on my phone, and even tested on another device. The issue persists across all devices, so it doesn’t appear to be on my side.

[Bumi Safiq]

For additional context, I’ve already chatted with a live agent on the official Adobe help site a few months ago on this issue. They told me "I’ve seen this issue before" and said they would escalate it to their team, but I haven’t heard anything back in over 3 months.

[kglad]

check https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html