Participant

Answered

I want to cancel Lightroom CC Mobile Premium‎ subscription

Forum|Forum|8 years ago
February 13, 2018
9 replies
24930 views

I want to cancel my Lightroom CC Mobile Premium‎ subscription

I had downloaded LR CC to my iOS. It's Premium subscription has ended couple of day ago already.

My iOS app still says I am subscribed when I look at my info there in the app. Also when go to Adobe site and

start to buy 1TB+LRCC yearly plan it says I have problem and it is that I need to first cancel my

Lightroom CC Mobile Premium‎ subscription. Which I have done, like I told you above.

I thought it was hardest to try to avoid payments and freeload through my life but it turned out

that being a money-paying customer is the hardest.

How could we solve this? I actually have Apple Customer support calling me tomorrow too.

Maybe they can explain how can I be subscribed and use your program when I am not paying anything to anyone.

0 euros given but 1 app driven.

I had chat with Adobe support guy yesterday, a nice guy. He's advice was to look help from Apple.

Let's see who's gonna win the help race, Apple or Adobe.

I apologize the calm infuriating writing above.

This topic has been closed for replies.

Correct answer Victoria Bampton LR Queen

Hi Kauko1, I think you're being very calm considering your frustration. So tell us, how did you sign up for your existing subscription? There's two options - through Adobe or through Apple. If it was about $4.99, I'll guess through Apple, so here's how to cancel: View, change, or cancel your subscriptions - Apple Support. You've done that already, right? But there might be some remaining time that you've already paid for but haven't used yet. That subscription page should hopefully give you the extra information you need. Once that's sorted, if you're still having trouble, let us know and we'll find an Adobe support person who can help.

T

tiosolteiro

Participant

This is still a problem. Called Apple and they told me I had to contact Adobe. Contacted Adobe and they told me to contact Apple.
How is this a thing? Awful support from Adobe told me that "since your LCC Mobile Premium is managed by iTunes, we cannot cancel this subscription so you can sign up to the photography plan". Excuse me? I did not want to have my license managed by Apple, yet this was the only solution to be able to have access to the pro features on my mobile device. But this imposition is now an excuse to not do anything?

I've heard of companies that are extremely impeditive when it comes to refunds and cancellations. But a company that creates obstacles to users that want to pay more is really something new to me. Now I have to wait 20 days to be able to purchase a photography plan just so I can update my profiles and presets.

N

nikki_russian

Participating Frequently

Ask for your case to be passed on to the JEM team!!

I spoke with Adobe almost every day for two weeks. I eventually waited until the supposed date my Apple subscription was to expire, even though I had already cancelled it and received a refund from Apple weeks before.

When the Apple subscription reached the ‘official’ expiration date, my Adobe account STILL showed up to Adobe that the subscription was active.

I finally got onto a floor supervisor who escalated the case to a back end team. FINALLY within 2 days it was fixed! After two and a half weeks it was fixed in 2 days because just one agent took the time to think of a solution beyond ‘your subscription is still active. Talk to Apple.’ That was all I wanted throughout this whole ordeal, just someone to spend a little extra time to think of a solution.

I was told it would take 2-3 days and that I would receive updates on my case via my account on the website - I didn’t hear anything so I followed up multiple times within those 2 days through online chat and case notes correspondence to make sure it had actually been passed on to the back end team.

I asked to speak to the same floor supervisor again but the agent wouldn’t put me on and I was told it would be another 5-6 days on top of the proposed 2-3 days and I said no that is not what I had been told, and asked if it was actually being worked on NOW not still waiting to be passed on. Was quickly told by the agent they’d made a mistake and it would be fixed the next day. It was!

Ask for your case to be escalated and passed on to the JEM team. I wish you the best of luck in dealing with this!!

T

tiosolteiro

Participant

Thank you very much! How embarrassing is this?

An Apple representative told me there was no way Adobe would throw the ball at them since, ultimately, the access to the app was managed by Adobe. The only thing I could do on Apple's side was to send feedback to the store so they could review their processes with the developer. And indeed, this is a ridiculous way to handle licenses.

I'll try to get someone from the JEM. By the way, what does JEM stand for?

A

alexandrep16282432

Participant

Hi all,

I have the same issue here. Called apple to get it cancelled (not only stop the auto subscription). It has been 3 weeks with absolutely no support from Adobe chat or call: only the same response, your subscription is still active.

This is a joke, we are trying to buy more and yet are not able to.

Apple is a partner here, we shouldn't have to go through Apple to purchase Adobe products!

I wish there was a competitor to go to honestly.

N

nikki_russian

Participating Frequently

I have the same problem .I canceled the Apple App myself, but the expiry date was still showing in my account and I still had access. I called Apple and they confirmed that they have completely cancelled it, and now on iTunes it no longer displays a date of when it officially ends, so I assume they've properly terminated it. They said it could take up to 24 hours to refresh. I hope it does because I have been in tears with the fact I'll have to wait another 13 days until I can buy/use CC. I use it for work.

This is absolutely ridiculous andW Adobe should be selling the Lightroom mobile app themselves instead of crossing over with another party.

Apple customer service is okay, they call me quickly, understand what I'm asking for help about. Adobe customer service is infuriating. Spoke to 5 different people. I've always loved Adobe for CC, now I just want to throw my laptop through their office window.

Word of advice: buy Adobe CC and the Lightroom Mobile App on the same day from now on.

Victoria Bampton LR Queen

Community Expert

nikki_russian wrote
This is absolutely ridiculous andW Adobe should be selling the Lightroom mobile app themselves instead of crossing over with another party.

Just to clarify, Adobe DOES sell Lightroom mobile themselves, as part of their Lightroom CC subscription or Photography Plan subscription (along with the desktop apps).

They also sell it through the Apple App Store and Google Play Store as a mobile-only subscription, for those people who aren't interested in the desktop components.

The issues crop up when you've previously bought a mobile-only plan through Apple/Google, and then decide you want to switch to the full subscription instead. It relies on it clearing out of Apple's system before Adobe can take over.

nikki_russian wrote

Word of advice: buy Adobe CC and the Lightroom Mobile App on the same day from now on.

You don't need to do that. Your Adobe subscription includes the mobile app.

Victoria - The Lightroom Queen

N

nikki_russian

Participating Frequently

Right, then I was bullsh*ted to by yet another Adobe Agent. I bought that Apple subscription because they told me that is what I needed to do in order to use Lightroom galleries for clients etc. Or are you saying it only comes with the Photography Plan, and not the CC All Apps?

A

aurelienl88161982

Participant

Hello,

Having the same issue here :/

I unsubscribed from Mobile Premium a few weeks ago, it has expired on May 28th on my iTunes account but still looks active on Adobe side!

I tried both Apple and Adobe support and they just blame each other

J

joerih66913116

Participant

Hi, I also want to upgrade my lightroom plan. Ok I unsubscribe with Apple and wait for subscription to end.. to then choose a new plan. Do I lose everything that’s in the cloud In the process??

Thanks in advance!

Kind regards

Joeri

K

Kauko1Author

Participant

This case has been solved from my part.

When you subscribe to iOS Premium plan using your iPhone LR CC mobile app it can take days to fully be unsubscribed.

Here is why:

1. You subscribe to plan at 15th of January.

2. Payment is done.

3, you un-subscribe from plan at 3rd of July.

4. Un-subscription is done. No payment is happening anymore.

5. You are actually still active until 15th of July.

6. After your subsciption expired you can upgrade your plan for Desktop or whatever you wanted to do,

This is because payment is done let say 15th of given month and the plan is active the whole month or 30 days.

Makes sense. You pay for full month/30days and you get it even un-subscriibed earlier.

At least this is how it happened to me more or less.

H

hillaryrempel

Participant

I want to cancel my Mobile Adobe Lightroom Premium.

I have contacted adobe over Facebook and they have been no help, and only sent me here. I find it very difficult to find my problem and couldn’t even figure out how to post my problem.

I downloaded the app when I got my new phone because I like editing photos. I never really used it, but when I was looking around on the app I clicked On premium and accidentally bought a membership with my thumb print!

being new to the phone I am not used to this function, and have now turned it off. But that still doesn’t solve my problem of paying for Lightroom premium every month when I dont even use it! I don’t know if it is possible for me to get a refund, or let alone how to cancel it.

Please help

Victoria Bampton LR Queen

Community Expert

Because you purchased through Apple's App Store, you have to cancel the same way. Here's Apple's instructions on how to do it: View, change, or cancel your subscriptions - Apple Support

Victoria - The Lightroom Queen

Mohit Goyal

Community Manager

Moved to Adobe Creative Cloud

Regards,

Mohit

jennifero21403915

Participant

Hi

it is near to impossible to sort out my account issues. I want to cancel my Lightroom for mobile and purchase desktop version. I have gone round in circles Trying to find out how to do this.

Please answer my query as I have tried all options and very unhappy with the result.

Jennifer

A

Anonymous

its so dumb im having the same issues of going in circles with nobody that can help

Victoria Bampton LR Queen

Correct answer

Community Expert

Hi Kauko1, I think you're being very calm considering your frustration. So tell us, how did you sign up for your existing subscription? There's two options - through Adobe or through Apple. If it was about $4.99, I'll guess through Apple, so here's how to cancel: View, change, or cancel your subscriptions - Apple Support. You've done that already, right? But there might be some remaining time that you've already paid for but haven't used yet. That subscription page should hopefully give you the extra information you need. Once that's sorted, if you're still having trouble, let us know and we'll find an Adobe support person who can help.

Victoria - The Lightroom Queen

K

Kauko1Author

Participant

Hello Victoria Bampton LR Queen,

I checked the URL you provided and my Premium subscription of LR CC has ended at 10.2.2018.

The same conclusion I had with Apple Support just moment ago. Apple will not charge me anymore.

However I noticed that I had purchased the "Premium" at 22.1.2018. This leads to a question:

Will the real-life subscription end actually at 22.2.2018 even though it says 10.2.2018 in iPhone and iTunes Store?

This is what my best guess is. We were pretty sure with Apple Support Guy that it had ended at 10.2.2018.

But since its still active the real ending could be at 22.2.2018 even though this later date is not visible or shown anywhere.

If that is the case I can wait until 22.2.2018 but I would appreciate a firm confirmation of that guess.

Thanks, Sami

Victoria Bampton LR Queen

Community Expert

I think that suspicion is correct, but Adobe Support (on chat) or @AdobeCare (on Twitter) would hopefully be able to confirm for sure.

Victoria - The Lightroom Queen

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