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Lightroom Mobile Premium not working

Community Beginner ,
Feb 07, 2018 Feb 07, 2018

I purchased the Lightroom Mobile Premium subscription (in-app purchase) but app says my subscription is expired and I don’t have access to creative cloud storage or selective gradients. When I try to renew subscription app says I’m already subscribed.

I have contacted Adobe via live chat and they said it was an iTunes billing issue as they have not received payment for my subscription but they seemed to not know much about the service as they kept offering that I subscribe to the Lightroom $9.99/month plan for desktop. I then contacted Apple and they assured me that it is an issue on the developers end.

I have been dealing with this issue for several weeks with no resolution. It is very frustrating because it worked perfectly the first month of my subscription but after the auto renewal I began to have these issues. Since then I cancelled my subscription and re-subscribed and the issue still exists. Please help

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correct answers 1 Pinned Reply

Adobe Employee , Jan 26, 2023 Jan 26, 2023

Note: This is a very old thread and persons experiencing similar issues are likely to have different problems and potential solutions than those ascribed here. To prevent additional confusion, this thread is now locked. If you are having an issue similar to this please start a new thread and include complete information about your device, subscription, and the problem you are encountering. 

 

Thank you!

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replies 502 Replies 502
New Here ,
Oct 05, 2019 Oct 05, 2019

Can you fix my account? Thx

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Adobe Employee ,
Oct 06, 2019 Oct 06, 2019
Hi Nick1ofms, please check your Lightroom app again. You should be set now. Please also check that your iTunes account payment info is current to avoid hiccups in service going forward.
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New Here ,
Nov 13, 2019 Nov 13, 2019

I'm having the exact same issue with my account, I have bought the signature via Ligthroom mobile, but the premium features were never available.

 

Then I've canceled the signature and was not able to renew it anymore, since I'm always having an error message saying it's not possible to renew and also that my account is expired.

 

Can you please check my account?

 

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Adobe Employee ,
Nov 25, 2019 Nov 25, 2019

Hello, I sent you a private message.  Please check your inbox.

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New Here ,
Jan 10, 2020 Jan 10, 2020

I'm having the exact same issue with my account, I have bought the signature via Ligthroom mobile, but the premium features were never available.

 

Then I've canceled the signature and was not able to renew it anymore, since I'm always having an error message saying it's not possible to renew and also that my account is expired.

 

Can you please check my account?

 

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New Here ,
Jan 12, 2020 Jan 12, 2020

I have the same problem can you check my account as well please.

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Adobe Employee ,
Jan 13, 2020 Jan 13, 2020

To both of you. From what I can see it that you should try to re-sign-in with the Adobe-id which you use for this forum. It looks to me that this is the once with the correct subscription applied - Hope this helps, Guido/ Lr Mobile QE

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New Here ,
Jan 15, 2020 Jan 15, 2020

Still not working 😔😔😔

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Adobe Employee ,
Jan 27, 2020 Jan 27, 2020

Hi 'nazer31'

I will send you a private message with more info to help.

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New Here ,
Jan 31, 2020 Jan 31, 2020

Yup, doesn't work for me either, renewed the subscription using my Apple ID and none of my sign ins have premium on them 😞 

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Adobe Employee ,
Mar 04, 2020 Mar 04, 2020

Hi Angus

I just caught your message now.  I do see a valid subscription to Lightroom Premium for you.  Are your issues resolved, or do you still not see your Premium access?  Please be sure to sign in using the same email address you used for the forums here.  Otherwise, see the advice here:https://helpx.adobe.com/in/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

 

If you still need help please reply back, click on my user name to send me a direct message, etc.

 

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New Here ,
Mar 12, 2020 Mar 12, 2020

I have the same problem. I renewed and tried the renew button but it doesn't work. Already signed out and in using apple ID that connects to Adobe-ID. All good on the Apple Appstore side for payment. Nothing seems to work for me.

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Adobe Employee ,
Mar 13, 2020 Mar 13, 2020

Hi Loekelani

I see you have a healthy, working subscription for you based on the email address you used to sign into the Adobe Community forums.  Is it working now for you?

 

Some users make the mistake of subscrbing one email ID, and then accidentally sign in using another email ID--this is easy to do given that we offer multiple login options: Apple, Google, Facebook, Adobe/Email ID... But it sounds like you are aware of which email ID your Lightroom account and subscription are based on.  

 

If you are still blocked, the next thing I would try is to sign out, uninstall the app, re-install, and then sign in again.  Does that help?

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Community Beginner ,
Mar 13, 2020 Mar 13, 2020

What do you do when the instructions on that page do not resolve the issue?

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Community Beginner ,
Mar 13, 2020 Mar 13, 2020

I am having the exact same issue but my purchase was through Google Play. My subscription through the Play Store was auto renewed, my credit card was charged, and all of the sudden I lost access to the premium features of Lightroom Mobile. When I try to repurchase a subscription through the app (even though I shouldn't have to) I get the same error message about it being a duplicate purchase and there is no option other than to hit a 'retry' button. Please help!!

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Community Beginner ,
Mar 14, 2020 Mar 14, 2020

Great response Adobe!! Complete radio silence on an issue it is very clear numerous of your users are having...

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Adobe Employee ,
Mar 15, 2020 Mar 15, 2020

Hi 'bneuse02'

I'm sorry that you are facing subscription difficulties.  These are user/peer support forums, where users and sometimes non-Support employees like me volunteer help when we can.  If you ever have any urgent needs as a paying customer we always recommend you contact Adobe Support directly.  Support contact options can be found at: https://helpx.adobe.com/contact.html

 

I help out with iOS subscription questions when I can, as iOS is what I know best.  I will forward your issue here with people who are more knowledgeable about the LR Android app.  In the meantime let me ask a question or two that might help.

 

I am able to see that you have a subscribed account that seems "past due" on our side.  From your previous post, it seems like you did not intentionally cancel your subscription and you have visited the Help page above, but the steps did not help (https://helpx.adobe.com/in/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html).  Is it possible the credit card or other payment method for your Google Play account needs to be updated?  I can tell you from personal experience, I've had issues like these when I got a new credit card -- my number stayed the same, but my card's expiration date needed to be updated.  I'm hoping the solution you need is something simple like this.

 

EDIT: I see now you sent me a private message with some useful, additional information: "I only have one Adobe account, and my autorenew subscription info with Google Play is active and accurate. My credit card has been charged for the service I have purhased through your app, but the features in the app are not working because it says my subscription is expired. When I have tried to repurchase the features (even though I shouldn't have to) I get an error that says I am trying to make a duplicate purchase that has already been made by a different account.."

 

The 'duplicate purchase' error displays when you try to subscribe again using another Adobe account while you already have an Adobe account with the same subscription.  I urge you to contact Adobe Support based on the contact details shown at found at: https://helpx.adobe.com/contact.html.

 

If you have multiple accounts in play, they may be able to help you consolidate your accounts and unblock your subscription.

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Community Beginner ,
Mar 15, 2020 Mar 15, 2020

Charlie,

 

Adobe support has been very...well, unsupportive. I am now posting on here trying to get more visability and hopefully some resolution. I have spoken with two supervisors on the phone over the last several days, as well as numerous support agents through chat, who have all assured me I would have gotten a response and resolution by now.

 

This is really frustrating because while I understand the initial reaction being to point users in the direction of the error being with the purchase platform they originally used, or their credit card info, after reading through this thread it is clearly apparent that time after time the issue does not lie with iTunes or Google Play and is instead with Adobe's inability to process accounts that are set to autorenew through third party services.

 

My credit card info is current and valid. My Google Play subscription is current and valid. I have a purchase transaction number from Google and a credit card bill that both show a charge for the premium features of Adobe Lightroom being successfully charged. I do not have any other adobe accounts, and I am correctly signed into the same account in both Adobe Lightroom and Google Play when running into this issue. I have contacted Adobe support at least 5 or 6 times since this error has begun, and nobody can find any record of a different account that could be causing any confusion. This makes sense, since the only time I have ever created an Adobe account was about 6 weeks ago so that I could begin using the premium features of Lightroom.

 

I don't know what else to say. Nobody from Adobe support has been able to do anything to help. All they say is "this will take 24-48 hours to resolve" and it has now been almost 96 hours since first contacting them.

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Community Beginner ,
Apr 11, 2020 Apr 11, 2020

Help! 
I have the same problem. I have tried to log into the app with both my adobe info and Apple ID, nothing works- yet I continue to pay month after month for an app I can't use. Please help! 

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Explorer ,
Apr 11, 2020 Apr 11, 2020

same problem here!!!

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New Here ,
Apr 12, 2020 Apr 12, 2020

I also have this problem none of the premium features are working and I renewed my subscription. Apple support said there's is nothing they can do and the app itself gives me an error when I try to renew again. Help!

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Adobe Employee ,
Apr 14, 2020 Apr 14, 2020

Hi Ryan

You may have just seen my separatae reply on this thread.  We think we've solved the problem.  We do sincerely apologize for the issue and believe it's resolved now.  Can you check, and if you still need help please let us know.

Kind regard,

Charlie

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Adobe Employee ,
Apr 13, 2020 Apr 13, 2020

We're investigating this issue.  We will follow up once it's resolved soon.

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New Here ,
Apr 13, 2020 Apr 13, 2020

Hi Charlie - I'm also experiencing this issue. I tried walking through other steps in this forum, but nothing seemed to work. I clicked the "restore purchases" feature and just got an endlessly spinning screen. I tried logging out of my apple ID in the itunes & app store and clicking "renew" from the LR app. My credit card was successfully charged yesterday to renew my monthly membership... it says my membership is valid through May 8 now, but all premium features in my account have been lost.

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Adobe Employee ,
Apr 14, 2020 Apr 14, 2020

Hi kcd1230

As you may have seen just now in my previous reply to this thread, we think we've found and fixed the issue here.  We sincerely apologize for the interruption of service.  Please let us know if you are still not able to access Lightroom Premium service.

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