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Lightroom Mobile Premium Not Working

Community Beginner ,
Dec 03, 2023 Dec 03, 2023

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Paid for Lightroom Mobile premium. Can't access any premium features. The app says that it has expired but Apple subscriptions says that it is active and will renew!

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iOS: iPhone

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Adobe Employee ,
Dec 04, 2023 Dec 04, 2023

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Hello @taradelamorte 

Sometimes people with problems accessing a recent subscription have more than one account, and are confused about which account is subscribed.  However, I don't see signs of multiple accounts for you.

Please try the Restore Purchase advice on this page: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html 

And if that doesn't resolve your issue, please reply back with any errors that may help us understand the issue you have.

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Community Beginner ,
Dec 05, 2023 Dec 05, 2023

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Hi! I have repeated those steps and am still not able to access the premium features.

 

My receipt says that I bought the Premium yearly 100GB (Yearly) on August 28, 2023 via the Apple app store. This is not reflected in my past purchases but is under the same email.

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Adobe Employee ,
Dec 06, 2023 Dec 06, 2023

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Hi @taradelamorte 

Can you tell me the specific error message displayed when Restore Purchase failed to help?  Did it mention that you seem to be subscribed under another account?  

 

It sounds like you have an active subscription running for another Lightroom account based on a different email address.  It won't necessarily help that you're currently signed into Lightroom with the same email address you use for your iTunes ID.  You need to sign into Lightroom with the specific email address you used when the subscription was made.  I'm sorry, but I cannot detect what the correct email login is for your subscribed LR account.

 

If signing into Lightroom trying other email addresses you might have used does not help, please contact Adobe Support to see what they can do to assist you.  

Visit https://helpx.adobe.com/contact.html?rghtup=autoOpen
...and in the chat field (lower right), type AGENT

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Community Beginner ,
Dec 07, 2023 Dec 07, 2023

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Hi @Charlie.D 

It says "No restored purchases" & "Restore completed but there are no past purchases."

 

My receipt is under the same email. It looks like everything is under this email but I could try others just in case?

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Community Beginner ,
Dec 07, 2023 Dec 07, 2023

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SOLVED: It was under my Gmail account. I was expecting it to be under the Apple account that I bought it with. Thanks!

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Adobe Employee ,
Dec 07, 2023 Dec 07, 2023

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@taradelamorte Thanks for your notes -- I'm glad you figured it out!

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New Here ,
Dec 08, 2023 Dec 08, 2023

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It happened the same to me. I've tried to login with my profesional e-mail but it said that I didn't have any account with that e-mail adress. Could it happen for lack of space?

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Adobe Employee ,
Dec 08, 2023 Dec 08, 2023

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Hello @Çalut's photography 

Low device or account space would not block sign in, or a subscription, from working.  The account you used to post for help has no subscription.  You please try Restore Purchase:  https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html 

If that fails to help, please share any error message is shown, and please let us know if this is iOS or Android.  

 

If your app store subscription settings show your are subscribed to Lightroom Mobile, my guess is you have more than one Lightroom account and need to sign into the correct account.  

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