Paying for premium, app recognizes premium, but"Unable to upload more because exceeded free account

Report · Nov 18, 2023

Hoping someone can please help with this saga!

I've been paying for premium for.... years. For about the last year (i haven't used the app much this year but thought it could at least keep my relatively insignificant amount of data) the app has given me this bizarre error message:

But it recognizes i have Premium:

i have files that i kept uploading into the app, thinking it would resolve, but no, they keep pending.

i finally talked to adobe support. They had few ideas then said i needed to talk to Apple since the app was downloaded from the App Store. I talked to Apple support, and they said i needed to talk to Adobe. I talked to Adobe and their only idea was to delete the app, but i didn't want to lose those files forever. They "elevated me" to a higher level of support that could do nothing more, but required me talking to them on the phone for longer.

then i figured out a way to save all those, went through the hassle, deleted the app, and reinstalled it. Guess what, exact same error albeit with fewer files this time around.

I'm pretty exhausted on this- i had a radical file loss previously with neat desk. I need a way to scan and store files.

Anyway it seems that Adobe support may pay attention to these forums. Hopefully someone can help 🙏

Report · Nov 30, 2023

Hi @defaultxldf3moe1rlm,

Hope you are doing well. Sorry for your experience with Adobe Scan.

I checked with the support ticket, and the subscription details currently available on your account.

So, with Adobe Scan Premium, you do not get additional cloud storage and the limit comes down to 5Gb instead of the 20Gb with Acrobat Premium or Lightroom.

This is the reason you are being shown the error.

You might want to login to https://assets.adobe.com/files/ and try to delete a few files from your cloud drive or download them to your local storage as backup.

This will free up space for you to upload future files that you create using Adobe Scan.

Hope this helps.

-Souvik

Report · Dec 02, 2023

Thank you, Souvik, but this is not helpful. As you can see in the original post (and copied below), my account both seems to give me the error that I've exceeded the "free storage" limit while ALSO seeming to show as if I've reached 100% of 20 GB. Nowhere does it imply 5GB as you're suggesting, which would be yet a third inconsistency!

There's basically no chance I'm anywhere near 20GB. I have just 165 documents, most of them just one page. They would have to be more than 120 MB each which is ridiculous!

I'm tired of being charged for a service I'm not receiving. I am also sad that my work in trying to secure my documents is effectively halted. Lastly, it's very frustrating to have adobe support bounce me around like this and ultimately force me to post in a "community forum" where no one can help. I need help NOW, please, please help or escalate to someone who can. Thanks in advance!

Report · Dec 04, 2023

Hi @defaultxldf3moe1rlm,

Completely understandable!

But this has not exactly to do with documents. This can also be due to the fact about the Lightroom images that might have been stored in the backend server.

If you want to me get this checked with the backend team, please share your approval here on the reply so I can log a ticket.

Thanks,

Souvik

Report · Dec 04, 2023

Thank you very much 🙏

you have my permission to get this checked by the back end team

Report · Dec 10, 2023

@defaultxldf3moe1rlm Thanks for the patience.

The team is looking into it. I will update here once I hear back.

-Souvik

Report · Dec 25, 2023

Hi,
Thank you. It's been some weeks. Any update?
Merry Christmas.
Best
Caroline

Report · Dec 27, 2023

Hi @defaultxldf3moe1rlm Not yet.

This takes time due to the involvement of multiple other teams in the backend.

I will update the ticket as soon as I hear back.

-Souvik

Report · Jan 07, 2024

Ok, Please update when you can. I think it's been months now. I would also
like a refund for the months while I'm waiting for a resolution, please.
Thank you for your help

Report · Jan 15, 2024

@defaultxldf3moe1rlm I am following up with the team to get this expedited. Thank you for your understanding and patience.

-Souvik

Report · Jan 23, 2024

Please do "expedite" as possible since it's been so long and is very important to me. I'm in a place i can't use the service, can't add files, and still paying. Thank you for your help!!!

Report · Jan 23, 2024

@defaultxldf3moe1rlm We discussed this topic yesterday. The team is working on it and should be done very soon.

-Souvik

Report · Feb 20, 2024

Hi S.S.-

Thanks for your help on this issue.

Can i please get an update?

I'd also like a refund for the months spent waiting.

Hope to be able to use this service again soon!

C

Report · Feb 25, 2024

Hi @defaultxldf3moe1rlm,

Sorry for the delay.

The team would like official approval to clear the data used by Lightroom files on your account which mounts to approximately 36GB.

I will be sharing an email from my official email account. Please respond to the same so I can get the data-clearing process started.

Thanks,

Souvik

Report · Feb 25, 2024

@defaultxldf3moe1rlm,

I see an Apple auto-generated masked ID through which you are registered with us.

Please share your preferred email address where I can send the email.

[You can do so directly here on the thread or via Private Message]

-Souvik

Report · Apr 21, 2024

Hello Souvik,

I've been responding via email but i guess none of them posted.

i don't give my permission to delete these files yet, until i can see them and save them!

Neither in my app nor online adobe account do i see any Lightroom files. Can you tell me how i would access them?

If that's the key issue, it seems like i could resolve it myself. It's still bizarre because every time i load the app it says "free storage limit exceeded" and still doesn't acknowledge i have/have been paying for premium.

Can you please help soon? I would like to close out this issue and be able to use my account.

Report · Jun 28, 2024

Please please help

Report · Jul 04, 2024

Hi @defaultxldf3moe1rlm,

Thanks for writing in!

You can download all you files stored in your Lightroom Library. Try the steps using a desktop or laptop here: https://adobe.ly/4cNUrNT

Once done, you can log in to https://adobe.ly/45THpMP to delete the lightroom library from your account to free up storage.

Hope this helps.

-Souvik