Active subscription, still “Ligthroom will open with reduced functionality”….

I’ve had a monthly subscription including Lightroom for close to 5 years now and mid-December received a mail confirming that my monthly payment had been received and that my annual subscription would soon be renewed. (Photography plan, 20GB).

A few days later Lightroom stopped working and I got the message: “Lightroom will open with reduced functionality. Please go to Help… “Manage My Account” to purchase a membership to continue using Lightroom." I cannot press “Manage My Account” (it’s not active, light grey) and nothing happens when I press Sign-In or Updates under the Help menu in Lightroom.

When I sign-in via Adobe, I’m recognized as a customer with a number of products at my disposal, but I’m really only interested in getting Lightroom to work. After spending hours going around in circle on the support web-sites, I tried to call customer service a few times. They spend some time checking that I actually have a subscription – fair enough – but when they try to transfer me to Lightroom’s technical support I get cut-off every time.

I’ve also tried to update Lightroom, but get the message that “Updates aren’t loading on the web right now…open the desktop app and go to Updates there”, which I do…, sign in (again), press the button “CONTINUE”…. And nothing happens. I just have that “sign-in window” with a tick-off mark beside my mail address.

I've been working on the same laptop (Mac) for a few years now and only use Lightroom on this computer. I did upgrade to Big Sur, but that is already several months ago. Therefore, I do not understand what caused this to happen and what needs to be done to fix it. Can anybody help?

Marianne