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February 7, 2018
Question

Lightroom Mobile Premium not working

  • February 7, 2018
  • 120 replies
  • 73957 views

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

    120 replies

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    Community Manager
    January 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!

    Rikk Flohr: Adobe Photography Org
      C
      Cara27932441e7tt
      New Participant
      January 16, 2023

      Ich habe Adobe Premium versehentlich gekauft. Ich hatte eine Testversion und am Tag des Ablaufs gekündigt, was dann anscheinend zu spät war und so wurde die Gebühr für ein Premiumabo abgebucht. Seitdem die Testversion abgelaufen ist, kann ich jedoch mein Produkt nicht nutzen. Jegliche Kontakt- und Klärungsversuche sind fehlgeschlagen. Sowohl mit dem Google Playstore, als auch mit Adobe. Ich weiß keine Lösung mehr. 

      Rikk Flohr_Photography
      Community Manager
      Rikk Flohr_PhotographyCommunity Manager
      Community Manager
      January 17, 2023

      You’ve posted to a very old thread. It is highly unlikely that the issue described in this thread, though not impossible, is the same issue which you are currently experiencing. Rather than resurrect an old thread that is seemingly similar, you are better posting to a new thread with fresh, complete information including system information, a complete description of the problem and step-by-step instructions for reproduction. 

       

      In the unlikely event the issue is the same, we will merge you back into the appropriate location. 

       

      Thank you!

      Rikk Flohr: Adobe Photography Org
      J
      Joanna25615422ak33
      New Participant
      August 11, 2022

      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. 

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      August 11, 2022

      @Joanna25615422ak33 

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

      G
      Gosia25553708s6yz
      New Participant
      August 7, 2022

      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

      G
      Gosia25553708s6yz
      New Participant
      August 7, 2022

      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.

      D
      dyingish2524941384ba
      New Participant
      July 14, 2022

      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.

       

      A
      Anonymous
      February 10, 2022

      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.

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      February 10, 2022

      Hi @23093124 

      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.

      janb48802123
      janb48802123
      New Participant
      February 8, 2022

      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...

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      February 8, 2022

      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.)

      C
      Christine2226281856o8
      New Participant
      December 15, 2021

      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.

      C
      Christine2226281856o8
      New Participant
      December 15, 2021

      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.

      U
      UOD21380731
      New Participant
      October 23, 2021

      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
      Community Manager
      Rikk Flohr_PhotographyCommunity Manager
      Community Manager
      October 23, 2021

      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. 

      Rikk Flohr: Adobe Photography Org
      A
      Anonymous
      October 18, 2021

      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. 

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      October 18, 2021

      Hello @21286650 

      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.  

      T
      Tim26045339tzmh
      New Participant
      September 9, 2022

      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.

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