Lightroom Mobile (iPad) stuck on “preparing your subscription” for days

[joshyuen.c]

+I'm subscribed to Lightroom mobile Premium through my iCloud which is the same email as my creative cloud account.
+Since Lightroom mobile renewed for this month, the app's been stuck on "preparing your subscription"

+The App Store states that it's active and has been payed for.
+It has been about 4 days now. What's going on? How can I fix it?

Thanks in advanced.

[Charlie.D · Accepted solution]

Hello @joshyuen.c 

Your Lightroom plan history seems confusing.  It seems like you converted from a monthly plan to an annual plan, and both plans are actually now cancelled.  Please contact Adobe Support directly.  I'm not a member of the Support team -- they have better tools to help explain what's happening with your account.

Contact Adobe Suppoirt directly by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen

[joshyuen.c]

Yes I changed from a monthly plan to an anual plan which began this month. I'll contact support directly and see where it goes from here. Thanks.

[joshyuen.c]

Update:

I have chatted with 4 people from Adobe Support and they basically said it's Apple's problem while Apple says it's Adobe's. They stated that because I had subscribed through the app store they can't do anything which I find hard to believe. Instead, they suggested subscribing through creative cloud, however, there is no option to subscribe to Lightroom Mobile ONLY.

[Charlie.D]

Hi again @joshyuen.c 

I'm sorry Adobe Support wasn't able to resolve this for you.  Let me contact our server team to see if there is anything we can do.

[Edit] Also, can you confirm the Lightroom Premium plan currently shows as subscribed in your iTunes account subscription settings?

[joshyuen.c]

The problem is now sorted and lr mobile premium is working!

For some reason, during the past seven days I was placed on the free trial even though I was already a subscriber for months. Don't know why or how I was suddenly reverted to the free trial. The trial ended yesterday, explaining why I have access to premium again today. Seems like a major bug. I will report this to apple as well so that it doesn't happen to anyone else.

Thanks for your input Charlie.

P.s. Sorry didn't see your reply. Yes, on iTunes/App Store it said I was on a premium plan and was paying for it.

[Charlie.D]

@joshyuen.c Thanks for letting me know things are working normally now.  I will continue to investigate this to see how Lightroom can avoid this problem in the future.

[????????_??????????8313]

@joshyuen.c Thanks for letting me know things are working normally now.  I will continue to investigate this to see how Lightroom can avoid this problem in the future.

By @Charlie.D

good afternoon, I also have a problem with the storage preparation and it also happened exactly how I renewed my subscription and paid, but I did not switch to another tariff plan and it was also via ipad

[Noel Orridge]

Hi @????????_??????????8313 Thank you for reaching out! Since this thread is a bit old, it might be best to start a new one with all the details of your issue. That way, your comments won't get lost and you'll get the help you need more quickly. Thanks a bunch!

We checked the account you're signed into the community with and did not find any active subscription. Do you have another account that you might be using for your subscription? If so, could you please share the Order ID with us as well? It starts with 'GPA'—you should have received it via email, sent to the same address you're using for your subscription. 

Cheers!

[Charlie.D]

Hello @????????_??????????8313 

Sometimes, I am able to help users, but I don't understand what's happening in your account.  Please contact Adobe Support via chat at https://helpx.adobe.com/contact.html?rghtup=autoOpen