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 Kerry. Have you tried to sign-in with the Adobe-id you are using for this forum. Just checked the server-side and it looks like that this is the one which has the Lr Mobile subscription applied. Let me know your results. - Guido/ Lr Mobile QE

[dingshengy2662115]

Have exact the same issue, can someone help me

to restore the premium account?

[greule]

Hi Dingsheng Ye. Could you try with the Adobe-id which you use for this forum. I can see from the server-side that this Adobe-id has the correct subsription applied. Hope this helps, Guido/ Lr MobileQE

[xw40120600]

I also encountered the same problem, suggesting that the subscription was successful and has been debited. The subscription is successfully displayed in the app store's subscription management, but the lr app always prompts that the transaction cannot be completed.

Then contact Apple to request a refund.

After trying to subscribe again, the same problem, the subscription is successful and the payment is deducted, but the application is still not working properly. I can't solve the problem if I try to log out or uninstall the application multiple times.

[Charlie.D]

Is it possible that your Apple ID has already subscribed another Adobe account?  Lightroom allows people to sign in by creating an Adobe ID, or by simply clicking Facebook or Google to create a quick login.  In the past, some users have signed on using one method, and subscribed.  And then later they sign in using another method and wonder why the subscription isn't showing.  Is it possible you have more than one Adobe account for Lightroom like this?

[xw40120600]

我就是用当前这个账号订阅的

期间我尝试过用另外一个账号登录重新订阅，提示我已经使用了另外一个adobe账户订阅过了，无法再次订阅

切换到订阅的账户后就一直提示无法订阅（如上图）

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The following is the content translated by Google：

I just subscribed with this current account.

During this time I tried to log in with another account and re-subscribe, prompting me to have subscribed to another adobe account, can't subscribe again.

After switching to the subscribed account, I always complain that I can't subscribe (as shown above)

[Charlie.D]

"I just subscribed with this current account.

During this time I tried to log in with another account and re-subscribe, prompting me to have subscribed to another adobe account, can't subscribe again.

After switching to the subscribed account, I always complain that I can't subscribe (as shown above"

Hi 'x w'

Checking the email ID I see you used for the forums here, I see you were subscribed to Lightroom until April.  It sounds like you tried to subscribe another Adobe account.  Unfortunately, as you experienced, that will not work.  Once Lightroom sees you connect your Apple ID to a specific Adobe account for Lightroom subscription, you cannot use the same Apple ID to subscribe to Lightroom with a different Adobe account.  There is a 1:1 relationship between one Adobe ID and one Apple ID when it comes to subscribing Lightroom.

However, I think it should still work that if you want to subscribe your original Adobe Lightroom account with the same Apple ID you originally used.  This should work.  If it does not, maybe it is because trying to subscribe a different Adobe account failed. 

Please try the following steps:

1. Sign out of Lightroom and uninstall the app

2. Download and install Lightroom again

3. Sign out of your Apple iTunes account in Settings > iTunes & App Store (tap on your user ID there and then tap Sign Out)

4. Back in Lightroom, try to subscribe again and enter your Apple iTunes login when you are asked for it.

I hope this helps!

--Charlie

[xw40120600]

I  tried to login on another account, If the account is wrong, the following prompt will appear. I only have two Adobe accounts, and I am sure that I am logged in with the current account. I tried the solution you mentioned, quit the app store account, uninstall the lr app, reinstall, and After logging in, you can still subscribe after entering the apple id account, or you can always load it.

The message in the image above is "Repeated transaction information, which has been purchased in the App Store with a different Adobe ID"

Images deleted to protect user ID

[crusted]

I don't use Apple products. I use Blackberry for Mobile and a Windows 10 laptop for my main computer.

As far as I know, I bought the original

Christopher Rusted

Manna Bakery Limited

342 Freshwater Road

St. John’s, NL, A1B 1C2

(Office) 709-739-6992

(Facsimile) 709-781-0028

www.manna.nf.ca<http://%3Cbr/%3Ewww.manna.nf.ca>

Twitter: @manna_bakery

[Charlie.D]

Hi 'x w'

Since your Adobe ID using @qq.com is already subscribed, you can not also subscribe another Adobe ID.  This is why you get the error message with your 2nd Adobe account using @msn.com

In other words, you can only subscribe to Lightroom for one Adobe account at a time.

Also, please do not share your email address or other personal info here on the forums.  Please keep your account details private.

Thanks

Charlie

[xw40120600]

The above reply is just to show the prompt that appears after I switch to another account. I subscribed successfully using the subscription account @qq.com, but I have been unable to use it.

[Charlie.D]

Hi 'X W'

I am sorry the advice shared to you has not helped yet.  Since you have tried signing out and signing back in, and even tried re-installing the app, on other thing I would suggest: can you try 'Restore Purchase' using a different network?  If you are trying this on your home WiFi, is it possible for you to try this from work or some other place with WiFi?

--Charlie

[xw40120600]

Yes, I have been trying different ways to subscribe for this half a month, including using 4g network, home wifi, company wifi, and using vpn. I can't use it properly. I clicked "Show" in the "Subscription expired" prompt. "All advantages", then click "Upgrade", the prompt is unable to complete the transaction interface, I click the Settings button, click on the "Restore Purchase" in the user name, always display the loading interface, wait for a long time no response, can only kill the process and restart Progress, but still can't use advanced features, and just yesterday I upgraded a new version, the problem still exists. I am sure that I am using the current account for a successful subscription and payment, but it has been unusable and it is frustrating. . . Please help me

[Charlie.D]

Hello 'x w'

I will send you a direct email shortly.

By the way, I know you have already tried some of these troubleshooting steps, but I want to include a complete list of suggestions to try for you or other users searching for help here:

1. Sign out of the Lightroom app.
2. Uninstall the Lightroom app.  (if you previously deleted and re-installed the app without signing out first, the app might use old login info that isn’t helpful)
3. Sign out of your iTunes ID in iOS Settings > iTunes & App Store
4. Restart your device.
5. Sign back into iTunes, and ensure your credit card/payment details are current, not expired
6. Confirm the Lightroom subscription is still valid in your iTunes account info. 
7. Download Lightroom again, and sign in.  (It is important the iTunes account that buys the subscription is the same account that downloads the app!)
8. Try Restore Purchase again in Lightroom's settings.
9. If the spinner takes a long time, and the purchase or restore doesn't complete within in a few minutes, please try a different network connection. 

Also, if you have changed any region settings recently in your device settings or for your iTunes account, it may confuse the system.  In this case, it may help cancel the current subscription in App Store settings (and contact Store Support for a refund) and then let the current Lightroom subscription expire completely before resubscribing.  This may not be relevant to you, X W.

Thanks,

Charlie

[alexbal7on]

Charlie

I have the same problem like other people here. I bought a subscription, my premium functions does not work and this methods does not help too. Apple twice makes a refund for this subscription. But this is not a solution, i want to pay money for a good product and want to use premium functions. Please, give us a really good advice or say it to your bosses, that it is really big problem. Try to fix it, Charlie

[Charlie.D]

Hi 'alexbal7on'

I looked at your account and I do not see even a canceled Lightroom Mobile Premium plan.  I will send you a direct email to discuss your account.  Please look for a message from me soon.

--Charlie

[Carlowe]

Help, I’m having the same issue like the others. I checked the app store and it says I am subscribed but the app says my subscription has expired. I can’t restore purchase because it get stuck on a loading screen.

[Charlie.D]

Hi Carlowe

Can you check that your iTunes account payment/billing is up to date before trying restore purchase.  Also, please sign out of Lightroom and be sure to sign back in using the same Adobe email ID you used to access the forums here.

The spinner you see with Restore Purchase can take a while.  If possible, plug in your phone and give it a few minutes to sync up your Apple payment details to our server.  Another idea is to try ​Restore Purchase using a different network--is it possible for you to try this at work, or a friend's home, or from a cafe or other place that offers wifi?

--Charlie

[Carlowe]

Hello Charlie,

I’m sure my account billing is up to date, meaning, I checked my account subscriptions and my next billing date is July 8, so that means I should still be subscribed to premium, right? I am also sure that I am using the same Adobe account as I am using here because I only have one. I tried your suggestion regarding the use of another network in restoring purchase. I used my cellular data instead of my home wifi. It solved the problem with the spinner but then now it says that I have no restored purchases. It says, “Restore completed but there are no past purchases.”

[syifar77336692]

I’m having the same problem now. It is very frustating, please help. Thank you

[greule]

Hi Syifa. I've just send you a private message. Just give it a try and let me know if it helps - Guido/ Lr Mobile QE

[Carlowe]

Hello, is there anything else I can do? Please help...

[Charlie.D]

Please look for a private message from me.  Thanks for your patience while we investigate the problem.

Thank you,

Charlie

[crusted]

I haven't seen a recent private message today. I had one last week before I went away.

[марияа23761940]

I have the same f-ing problem for the past week. Your support is unable to provide any answers over phone, email and whatever. None of you know what is going on for the past 1.5 years. ARE YOU SERIOUS??? I've tried renewing, I've tried signing out and back in. Nothing works! I need Lightroom on my iphone for work! The subscription is active and is set to renew every 16-th day of the month. Do something, Adobe!