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I purchased the Lightroom Mobile Premium subscription (in-app purchase) but app says my subscription is expired and I donāt have access to creative cloud storage or selective gradients. When I try to renew subscription app says Iām 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
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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I too am having this issue. Also just Dm'ed you as well.
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My features seem to have been restored when I woke up this morning! Not sure how though, but I am not complaining.
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Hi 'Killabay'
Thanks for your report, and bearing with this problem while we investigated. We are truly sorry for the difficulty you've experienced, and believe we have now resolved the issue. Please let us know if you are still not able to access Lightroom Premium service.
Kind regards,
Charlie
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Hi I'm hvibn this issue currently. I've contacted iTunes and Adobe support. I Purchased Lightroom mobile premium subscription through iTunes and my card got charged but it won't load on my app and it keeps saying I need to renew my Subscription but I already have and it won't let me restore my purchases
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iTunes says I need to contact adobe support and Adobe support keeps saying I need to contact iTunes and I contacted them both and neither of them have helped me
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Hi Laura
I see a valid Lightroom Mobile subscription for you. Is this now working OK for you? If not, please confirm you are signed in using the same email address you used for the forums here.
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I'm having this same issue!
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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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i notice that many people are having this issues and so am i, can i have a representative help me bc ive gone through the thread and have tried hard to fix the problem but to not avil
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Hi Trisha
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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Just want to follow up with everyone on this thread as to my own experience since I've seen an increase over the last few days in people reporting being in the same situation I was in...
Actual adobe customer service will be a 100% waste of time in fixing this for you. Your only hope is to get one of the moderators from this thread to help you directly. The issue is very clearly with Adobe's inability to process autorenew payments through the app. Subscribers, such as you and I, get charged through the app but the payment never seems to get registered in Adobe's system so they disable your subscription. Then, your only option is to seemingly try to make the purchase again to which Adobe's systme throws you into a loop saying you cannot duplicate a purchase you have already made.
I spent no less than 40 hours over several days trying to talk directly with Adobe support on the phone and through chat. Every time I was told to contact Google since my purchase was through the app, that the "back end team" was working on my issue, my issue had been elevated, and to wait 24-48 more hours for a response. That is all after having to reexplain the situation all over again every single time because the support employees would not review the notes from the previous call/chat. The moment you tell a new person for the first time that you made the purchase through an app, they will immedieately respond with "since this is an in-app purchase, you need to contact the store (apple or google) that you got the app through". Rest assured, that is all bull and it will get you nowhere.
Again, your only hope is to DM one of the moderators on here that have responded and helped others, such as myself. They can see that there was an error and reset your account, although the root cause is still undetermined. My advice is to then turn autorenew off and just manually resubscribe every month moving forward. It's a minor inconvenience, but should keep you from getting stuck in the 'payment is overdue but you can't resubscribe for a purchase you have already made' loop.
Hope that helps.
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I am also having the same issue. Was using Lightroom and all the premium features late yesterday (Like 7 hours ago) , yet my account says my subscription is expired. In reality my apple account was just charged on April 9th,2020 for the month until May 8th. I have attempted to sign out and back in, yet still no premium features are working.
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I just replied to your first post (another 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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I have the same problem can you check my account as well please. I'm logged in the app by the same ID as I'm here. My subscrition was paid april 8th.
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Hi eithelka
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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Hello, thank You for fix it. Premium is working.
But sadly I lost all my created presets and added photos and edits.
Maybe it's time for a new start š
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See this page: https://helpx.adobe.com/lightroom-classic/kb/recover-lightroom-mobile-photos-itunes-file-sharing.htm...
If you did not uninstall and then re-install the app, it's possible you might be able to recover your previous images. Of, if you have an iTunes Backup of you device from a time when the photos were still in Lightroom on your device, then restoring that backup onto your device and following the advice in the Help page above may help recover some images.
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Hi there,
I'm having the same issue. I've tried the earlier mentioned troubleshooting steps. I've tried contacting support, who kept referring to Apple, and Apple, who kept referring to you.
I did an in-app purchase, got stuck in a loading loop. Got the confirmation in my mail that I subscribed. The app gives an error (could not complete the purchase). Renewing doesn't work, restoring in-app purchases tells me I'm not subscribed, Apple ID shows an active subscription.
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Same problem š got the app in my subscriptions until the 25th of may but it doesn't work..
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I'm also experiencing this problem, it's very frustrating. I've tried the suggested solutions; logging out of my Apple ID, trying the renewal process. Even redownloading the app. Nothing is working. According to apple, I successfully paid for my subscription, and it's showing as active.
but whenever I go and clifk on the premium features, it asks me to renew. It then says ITS UNABLE TO.
I've now tried the renew button under my profile on the app, where the loading wheel is continuously spinning. I know others have said they have left it spinning over might then found it renewed in the morning. I hope this is the case.
It's absolutely ridiculous that this is still an issue after so many years!
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I'm having the same issue, tried restoring, signing out and even reinstalling on iPad and still isn't working. About 12 hours since the problem is occuring to me.
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Same here, I tried literally everything which was described here earlier, but without any result...It's pitty because the lightroom is best for editing photos..
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EtienneHauber, Calvarez.santullano, Brando95, m_grulich:
I see valid subscriptions for each of you. You should be able to enjoy your subscription now. If not, please reply back for more help. I will reach out to the server team to understand if there was a temporary system problem that caused the difficulties you reported.
Matidonoso, I see you have a subscription under a different account, not the account you used to post here. I will send you a direct message to share details more privately.
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Thank you for your reply. It is working now!
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Thank you!! Working š
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