Lightroom Mobile Premium not working

[2lbs]

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

[Toru5EBF]

Android, Sony Xperia 1 III,

Subscribed to the monthly premium version of Lightroom. It worked fine for the first 2 days, now it wont let me use said premium features anymore.

Restoring the purchase will say "Purchase restored" and leave me in an everlasting loading screen..(I've been waiting for over 40 minutes yesterday on a very fast, reliable connection) I logged out and back into my account, delinked my Google account from my device and logged back in, did every step in the adopt help advicer to restore your purchase and nothing worked. 

Hopefully I can get some help here. 🙂

[Ellert5EE2]

I have the same problem 😞

[Toru5EBF]

And no one there to assist.. maybe because it's Sunday.. let's hope for some help towards next week:/

[Charlie.D]

@Ellert5EE2 

Apologies for the slow reply.  Your account should be working correctly now.  I will send you a message with some additional information.

[joshpears_]

I signed out of an old account and logged back in to a newer one on my iphone and now I can't restore my lightroom mobile subscription. I read the FAQs and scrolled through the Adobe community and nothing seems to work. It says that there are no purchases to restore, but I am subscribed.

[Charlie.D]

Hello @joshpears_ 

I see you have subscribed the same email ID you used to sign into the forums here.  If it is another email ID and Lightroom account you wish to subscribe vs the account you used here, you will need to cancel the current subscription, let a week or two grace lapse (this sometimes helps), and then try subscribing the other Lightroom account.  You might be able to fix this faster with some help from Adobe Support, by contacting them directly.  Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.  They can help you sort out which plan to keep, fix payment issues, etc.  Thank you!

[Guest]

My app was frozen in and endless data transfer that I never initiated. I reinstalled the app and now have ZERO premium access and the app tells me I never had any before that I can try to restore. No clue why or what to do and no answer from Adobe. Just an automated email telling me to come to the forums. 

[Charlie.D]

Hello @Deleted User 

There is no premium access for the account you used to post for help here.  Please try signing in with other email addresses you might have used when you originally subscribed.  

If you need additional help, please contact Adobe Support directly...Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.  

[Tim26045339tzmh]

Having issues getting Lightroom premium to work.  I am getting error messages of 'go to support try again later' I have restarted iPad, have cancelled membership, restarted to no avail.  Please help.

[Charlie.D]

@Tim26045339tzmh 

I see no Lightroom subscription history for the email ID you used to post for help.  The system let me know you seem to have a subscription based on another email ID.  I'll send you a direct message to share details more privately.

[UOD]

Dear Adobe Support,

I have an Adobe Enterprise Account. With it I can access all the software, on desktop and mobile, with exception of Lightroom Desktop and Mobile. I tried many times to log in and out, reinstalling Lightroom on PC and Android, none of them is working. In the mobile version doesn't recognize the Premium Account - on Desktop, it doesn't allow me to add photos at all.

Other software like Photoshop is working fine and it connects perfectly to the services and the cloud storage.

I would appreciate your help, since Lightroom is definitely included in the Abo and I need to use this app.

[Rikk Flohr: Photography]

Your license is a Federated License. You will need to contact your organization's Adobe Licence Admin and ask them to enable "Services" on your account to allow for the use of Syncing Clients like Lightroom Desktop and Mobile. 

[Charlie.D]

@UOD 

These forums are for peer to peeer support, not enterprise-level support.  Please contact your plan administrator for help to veriffy access to these apps is indeed expected.  Your plan administrator has access to Adobe Enterprise Support if needed.

Thank you!

[Christine2226281856o8]

Hello, I'm having the same issue as the above and both Adobe and Apple keep telling me to go back to the other so I'm not sure what to do.

[Christine2226281856o8]

Hi Charlie, I'm having the same issue but am showing no purchase history for the subscription at all even though Ive had it since march. Adobe and apple keep telling me to go back to the other because apple is showing an active subscription and adobe is not. Is there anything I can do to fix? Apple is showing my next monthly billing date as December 23rd.

[Charlie.D]

Hello @Christine2226281856o8 

Since one of your posts (moved here for clarity) indicates the subscription seemed to work at one point, and the account you used to post for help indeed shows no subscription history at all, it seems to me you probably have a different Lightroom account that is subscribed...  Please try signing into Lightroom with other possible Email IDs or social services you might have used when you first subscribed earlier this year.

Please see this help article with steps describing how to Restore Purchase: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

If you try this, and see an error, what does the message say?  If it mentions something about "duplicate purchase" that essentially confirms your iTunes account already has a Lightroom subscription, and you are signed into Lightroom with the wrong email ID.  Hope this helps you! 

[janb48802123]

I'm having the same issue. Contacted support, kept telling me it was because I bought adobe on 3rd party website. However, when logged in to my account, it does show I should have access to the lightroom app. Desktop version works just fine. Been 2 months, still no fix...

[Charlie.D]

Hello @janb48802123 

I am not an Adobe Support agent, but I can see you have an educational plan, and these can indeed have certain limitations.  If your current plan does not provide Lightroom Mobile service, and you need this, you could separately subscribe to Lightroom mobile in the app, or otherwise cancel your current educational plan and switch to a single plan that includes both desktop and mobile.  Such regular retail plans are described here: https://www.adobe.com/products/photoshop-lightroom/compare-plans.html  (I understand that these likely cost more than your current educational plan.)

[Kitty23093124ib9y]

Hello I am having the same issue. I contacted Apple and they said my subsctiption is still running and they said I have to contact Adobe developer. Please help fix my account too. Thank you. I subscribed for 1 year plan and it didn't work, so I subscribed for 1 month plan again and still didn't work. When I enter Lightroom on my macbook pro, it says "Your subscription has ended. Renew today.", but on Apple subscription, my plan is still active until June 2022.

[Charlie.D]

Hi @Kitty23093124ib9y 

Checking against the email ID you used to post for help here, I do see a valid Lightroom 1TB subscription you purchased through the Mac app store.  The server let me know you have not signed in with this same account on Lightroom Mobile recently, so it sounds like you are not signing into Lightroom with the correct email ID.

Please be sure to sign into Lightroom on all computers and devices with the same email address you used to post for help here on this forum.  

Since you are already subscribed to the Lightroom 1 TB plan on Mac (which provides Premium service on mobile devices too), it sounds like any new monthly subscription you started is for some other Lightroom account/email ID and you should probably cancel that.

If you need additional help, please contact Adobe Support directly. Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.

[dyingish2524941384ba]

I activated premium on Samsung phone and can't access it's features, it says I don't have premium but when I go to galaxy store there is activated subscription for Lightroom in subscriptions tab. I can't restore purchase because it says I don't have any.

[Gosia25553708s6yz]

Hi there. I'm trying to buy Lighroom premium but some issues occured. Error B7002/P/17ULQ and UP7002/com.adobe.lrmobile was shown up. Is there any solution for this problem? I tried from both different devices. The money from my account has been withdrawn twice and the subscription is not displayed in the Galaxy Store

[Gosia25553708s6yz]

Hi there. I'm trying to buy Lighroom Premium but some issues occured. Error B7002/P/17ULQ and UP7002/com.adobe.lrmobile was shown up. Is there any solution for this problem? I tried from both different devices.

[Joanna25615422ak33]

Hello, I bought yearly subscription in Dezember 2021 untill Dezember 2022. It Was working but niw after time I want to correct photo and it is the same problem I cant log in. 

[Charlie.D]

@Joanna25615422ak33 

You have signed back into Lightroom with the wrong email address.  I will send you a private message with more info.