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motelphone
Participant
March 16, 2025
Answered

Library and presets disappeared

  • March 16, 2025
  • 1 reply
  • 316 views

Good morning!

 

Yesterday, when I opened Lightroom on an iPhone (not for the first time), I suddenly had to log in again. When I did this, all my presets and previously edited cloud photos disappeared. On my Mac the same: Cloudphotos are no longer avaliable and so are the Presets.

Can anyone tell me what might be causing this and if I can get my photos/presets back?

 

Thanks

    Correct answer motelphone

    Hi @motelphone!

    Sorry for the late reply. Were you able to retrieve your data from your account, or were your presets and edits missing from both accounts?

    When you reply, please make sure to @ me so I get the notification and can follow up ASAP.

    Thanks a lot!
    Alek


    Wrote with your Livesupport. The first support person was a complete disaster. I gave him remote access to my computer. But he did some really strange things, so I disconnected because I was afraid he was going to do something malicious to my computer. The second support person was better. He found a quick solution and got my photos back.

    1 reply

    A
    Community Manager
    AlekeCommunity Manager
    Community Manager
    March 17, 2025

    Hi @motelphone! Welcome to the community! 

    I checked your account info and it looks like you have two different profiles. One profile has data on the cloud but no subscription, while the other profile has an active subscription but not as much data. It seems you might have logged into the wrong profile.

    Could you please go to Lightroom Web and try logging into each of your profiles to see which one has the data?

    If you want to transfer your data from one profile to the other, you'll need to use the Lightroom Downloader Tool for the raw files and edits. For your presets, you can use Lightroom Web to export them. Unfortunately, there's no option to merge the data in both profiles automatically at the moment, so you'll need to do it manually.

    Thank you! Alek

    *(If you mention me with an @, like @Aleke, I’ll get a notification and can respond faster.)*
    M
    motelphoneAuthor
    Participant
    March 17, 2025

    Hey Aleke! Thanks for your support. Hmm...thats strange. I have 2 Accounts yes...but on the other (not the one with the subscription) i dont have things at the cloud at all. 

    M
    motelphoneAuthorCorrect answer
    Participant
    May 5, 2025

    Hi @motelphone!

    Sorry for the late reply. Were you able to retrieve your data from your account, or were your presets and edits missing from both accounts?

    When you reply, please make sure to @ me so I get the notification and can follow up ASAP.

    Thanks a lot!
    Alek


    Wrote with your Livesupport. The first support person was a complete disaster. I gave him remote access to my computer. But he did some really strange things, so I disconnected because I was afraid he was going to do something malicious to my computer. The second support person was better. He found a quick solution and got my photos back.

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