Participating Frequently

Question

Lightroom Mobile Premium not working

Forum|Forum|8 years ago
February 7, 2018
120 replies
74115 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

Show previous replies

Y

yanam94448964

Participant

it’s working now thanks!!!

Y

yanam94448964

Participant

Same problem to me and i tried to what greule say but still can not access premium i hope to will be fix soon because i have important work in my creative cloud....

greule

Community Manager

Could you give it a try again. Your account should be fixed now. Could be that you need to re-sign-in. Let me know if it's working for you. --Guido/ Lr Mobile QE

M

miriam868

Participating Frequently

It works now. Thanks!!!!

M

miriam868

Participating Frequently

I have an iphone x and the same problem. I contacted Adobe and they do not take responsibility or give solutions. Apple says that adobe is the only one that can fix the problem.

Although Apple is going to return the money and cancel the subscription I still can not use the premium features

G

Gerrruuuld

Participant

Yeah. I contacted Adobe through live chat and pointed me to contact Apple or to browse this forum. I tried everything that I read here but it didn’t fix my issue.

greule

Community Manager

Please give it a try again. We've just fixed your accounts and working on a permanent fix which we are planning to release soon.

Maybe you need to re-sign-in but you should have access to the premium features now.

Sorry for the inconvinience. - Guido / Lr Mobile QE

G

Gerrruuuld

Participant

Hi, I'm having the same issue on my iPhone X running iOS 11.3.

I tried reinstalling, sign out/in and restoring purchases but it give me an error that says "Unable to complete purchase".

I already received an email from Apple that my purchase for the subscription was successful.

EDIT: I also tried signing out and in to Apple App Store but the error still appears when restoring purchase

EDIT2: [private information removed by moderator]

M

miriam868

Participating Frequently

The same

D

duyp84914342

Participating Frequently

The same me now.

anybody who can help me out, please

greule

Community Manager

Could you both verify with the following steps...

Open up iOS setting > iTunes&App Store, then long press on your Apple-id and choose "View Apple ID". Navigate to the "Subscription" entry. Check if the Lr Premium Subscription status is marked as 'Expired'?
If so, tab under Options the Premium entry and confirm the purchase entry. Afterwards restart Lr Mobile and if that won't help re-try with the following steps
Sign-out via iOS settings->iTunes&appstore->then start the Lr purchase process again. Once prompted, sign-in with the Apple-id and finish the process with final OK confirmation.
In addition run a "Restore Purchases" from the Lr Mobile settings.

Hope this helps

Guido/ Lr Mobile QE

D

duyp84914342

Participating Frequently

Tks for your support Greule, but unluckily none of them works. I really dont know why it is so complex to renew an app !!! Apple and Adobe should regconize and fix it. Anyway, I am losing money on this stupid subcription

kSquared-CxvUe8

Participant

Bought the subscription today as well and am having the issue of it not working. Says I’m subscribed but upgrade features do not work.

**Edit: I followed g’s instructions for signing out and then trying to purchase again and it worked for me. Thanks!

S

syedr45222350

Participant

Same problem with me have u received any solution for it?

C

Charlie.D

Community Manager

Hello Syedr45222350, I see Akash replied to your separate post recommending help steps at: https://helpx.adobe.com/in/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html I also see you have an active subscription with files that are uploaded. If you still need assistance, please let us know.

zacharyl88550457

Participant

I’m having the same issues. In the app i tapped the renew button for $4.99 and it brought up the fingerp to pay screen & so i did that & it said it worked & in my iTunes Subscriptions it says that it was purchased today and will renew a month from today but when i go to use the app & click on the selective tool it says i need to upgrade to the full paid version before i can use that. So i paid for an app and i can’t even use it. And i did the whole sign out here & there and try to sign in this way or hit restore purchases etc. I’ve done everything that guy has told other people to try and just like them it’s not working.

M

miriam868

Participating Frequently

The same me.

2

2lbsAuthor

Participating Frequently

Hi Greule,

I orginally purchased it on my iPhone which is the only device I use Lightroom Mobile on.

I just tried the steps you listed above and still have the same problem.

This is the 3rd time I’ve purchased the Premium ($4.99) and had this issue. Apple has refunded me the costs for the other two times.

When will this be fixed??? This is really frustrating.

gtglitter92

Participant

I just paid for the Premium Subscription and now none of it works at all. The normal version was working fine until I paid for it.

2

2lbsAuthor

Participating Frequently

Do they just pick and choose which issues they want to address at random? I’ve seen other people in this forum with the same issue as me and they have been helped

L

louiss45535825

Participating Frequently

HI Miguel.

did you purchase the Lr Subscription on a different device? Could you try to re-sign-in via the app store.

Here are the steps:

sign-out via iOS settings->iTunes&appstore->then start the Lr purchase process again and once prompted sign-in with the Apple-id and finish the process with final OK confirmation. Let me know if that helps.

Maybe you need to run in addition a "Restore Purchases" from the Lr Mobile seetings, which you can access via the top left Lr-icon

-Guido/ Lr Mobile QE

Help me I have the same issue this is almost the 5th time it happen... The only way it works back is when you help me

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded