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

[greule]

Hi Nick Farrar. The Lr Mobile subscription is connected to the Adobe-id which you have used for the in-app-purchase. As I understand you have now 2 accounts and your wish is to merge them...am I right with that? If so that is not yet possible. - Guido/ Lr MObile QE

[nickf95021833]

Thats right I have 2 accounts, however Im not concerned about merging them, just want to be able to access the full mobile version again on my phone so that I can get the photos which I had edited back as they were stored on the adobe cloud and I can no longer access them. Cheers, Nick

[nickf95021833]

Hi Greule. I still can not access the Lr mobile subscription which I am paying for. Every time I log in it only provides the features from my desktop account. Would you be able to tell me if my Lr mobile log in details are different. Cheers, Nick

[greule]

Hi Nick. You have 2 different Adobe-ids running. The one which you use for this forum which has a Photography plan (20GB)​subscription and then you a second one with Lr Mobile subscription. Did I get it right that when  you sign-in with the second one that the subscription is not applied. If so. could you send me your adobe-id again which you use to sign-in via Lr Mobile. - Guido

[michałk92915253]

Hi Greule, I have the same problem as everyone it this thread: “I paid for the premium directly from the App on iOS and even if I can see the plan in the Appstore settings, nothing on my Lightroom CC app. When I tried to restore purschases it keeps loading without stopping.” I tried signing out and in to my Apple ID but it still doesn’t work. It worked ok for 2 months and now I can’t get premium features. What’s more I reinstalled the app and now I can’t see my albums I’ve created. Please help

[greule]

Could you try to sign-out from iTunes&App Store via the iOS settings again and afterwards start the renewal process from within LrMobile again and once prompted add your apple-id and credentials.  Hope this helps. - Guido/ Lr Mobile QE

[michałk92915253]

That looked promising at first but in the end I got the following message: “sorry, something went wrong. We’re having trouble processing your purchase. Please try again.” So I tried again but got the same result. Any clues what to do next?

[greule]

Could you double check under you iOS account-subscription settings if the Lr Mobile subscription is listed as active and in addition please check if your credit card info is still validL Let me know your result --- Guido/ lr Mobile QE

[michałk92915253]

Yes, it is listed - monthly subscription, next renewal 21st December 2018. The card info is also still valid, I buy stuff on AppStore regularly + I’ve checked that the LR subscription fee was charged to my credit card on 21st November:(

[greule]

Please give it a try again. Your account entitlement should be correct now. I'm in contact with our server-side team, it looks like that some transaction from the Apple side is not processed correctly. - Guido

[michałk92915253]

Yes! It works! Thank you so much for your assistance:)

[VictorLin]

Hi greule​

i renewed the subscription on december 21st and it says its renewed in my account but it’s not working in the app!

My adobe ID email is xxx

i was already charged but it’s been 3 days since i cant use the premium features!!!

please fix this ASAP and im in urgent need of the app premium features!!!!

[ private informations removed by moderator --> https://forums.adobe.com/docs/DOC-3731 ]

[bladester]

Here’s a thought:  you just fix this b.s. because I’m not paying Adobe to make me jump through a bunch of hoops just to gain access to services I’M PAYING ADOBE FOR!! Fix it or I cancel ALL my Adobe subscriptions and seek out other tools to get my work done.  You have forty-eight hours and then it’s “Sayonara, losers!”

[John T Smith]

This is a public forum with "some" Adobe staff participation, use the links below to make a report or request

-for Video & Audio & Animator programs https://adobe-video.uservoice.com/

-https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform

-or Feedback forum https://forums.adobe.com/community/creative_cloud/desktop-app/content

To Cancel https://helpx.adobe.com/creative-cloud/help/cancel-membership.html

-or reply #1 in https://forums.adobe.com/thread/2023066 - includes Chat link

[robertos93247487]

I’m having the same issue here.

I talked to Appl, they refunded me and I cancelled the subscription.

When I try to pay again to have premium, the app shows me an error.

please help me I use Lr Mobile for work.

[greule]

Hi Roberto +Daniel. I've just fixed your both accounts. Sorry for the trouble and we are working on a server-side fix for the root cause of the issue. - Guido/ Lr Mobile QE

[danielv44554591]

Thank you, Guido! It’s working again on both devices.

[yanam94448964]

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]

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

[miriam868]

It works now. Thanks!!!!

[prokhiev]

Hi Gruele, Im having the same issue with the mobile lightroom issue. Please help.

[greule]

Hi Ivo, Fernanda+Prosoeur. I've just send you a private message with some instructions. Just let me know if it's working now for you. Thanks, Guido/ Lr Mobile QE

[ivos16109631]

I sent you PM - but I'll write it here too - it works fine now, thank you for help. Hope for and update that will fix this issue for all the possible future users, that wouldn't find this thread

[prokhiev]

Working now. Thank you Guido! Total life save!

[bricelyl34140775]

I’m having the same problem what do I do