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

[Ellie5C3F]

Hi Charlie, could you help me out as well. I'm having the same issues and would like to know if there's a fix. Everything on apples end says I'm subscribed but when I go to the app no matter how many times I renew I'm still not subscribed. Could you possible check my account. 

[Charlie.D]

Hi Ellie, sorry for the slow reply.  I jsut saw your message now, and I see a valid subscription for you.  Does this seem to be working OK for you now?

[2lbs]

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.

[zacharyl88550457]

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.  

[miriam868]

The same me.

[kSquared-CxvUe8]

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!

[syedr45222350]

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

[Charlie.D]

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.

[Lrgod]

I payed for the month and i cant use premium features either, i tried signing out and restoring purchases but nothing works

[Charlie.D]

Hi 'Lrgod'

Please look for a direct message from me soon.

[duyp84914342]

The same me now.

anybody who can help me out, please      

[greule]

Could you both verify with the following steps...

1. 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'?
2. 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
3. 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.
4. In addition run a "Restore Purchases" from the Lr Mobile settings.

Hope this helps

Guido/ Lr Mobile QE

[duyp84914342]

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        

[miriam868]

The same. Not work.

[duyp84914342]

A lot of users faced this problem but there is no responsive feedback or efforts from Adobe to resolve it !!!

[greule]

Can totally understand your frustration. Have you tried the steps which I have listed above?

[duyp84914342]

Dear friend, I did try all steps guided by you but none of them worked. Then, today there is another “victim” of this problem. Don’t Adobe think they should sit together with Apple and fix it? Money had debited, subscription had counted but no premium feature had been used!

[tommyk28726023]

Hi everybody

I have the same problem as all of you. I get charged for my subscription every month. I dont understand why it’s so complicated to solve the problems?

Tommy

[greule]

Could you try the steps I mentioned before...
Try a "Restore Purchases" via the Lr Mobile settings, which can be triggered via the top left Lr-icon in albums view and when you then tab on the first account-entry. If you still see the problem try to sign-out from iTunes&App Store via the iOS settings. Just tab the navigate to iTunes&App Store and long-tab your apple id which brings up the option to sign-out. 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

[kiliann57543774]

Hello, i have the same Issues. tried all fixes and it dont work. Maybe you can check it manually too? Thanks!

[greule]

When you open up your subscription settings via iTunes&App Store entry. Just open up iOS setting and navigate to iTunes&App Store and long-tab your apple id which brings up the option to view your account. When you navigate to the Subscription-entry could you give me the info about the current renewal state. In case you see the subscription still listed as active could you try to sign-out from you Apple-id and start the renew- process from within Lr Mobile again and once once prompted add your apple-id and credentials.

Let me know if that helps - Guido/ Lr Mobile QE

[kiliann57543774]

Theres no Subscription at the Moment because i wanted to try only one month first. Now after the month i want to upgrade again and its not possible. Via the Android Lightroom mobile its possible, but Theres no PayPal, so i want to do pay it via App Store. If i Start the renew process Theres an error.

Best regards, Kilian

[greule]

Did I get it right that you have purchased the subscription on your Android device and now you want to access the same subscription via Lr Mobile on iOS? If so, could you share a screenshot of the error? - Guido/ Lr Mobile QE

[kiliann57543774]

no, i purchased it via iOS and wanted to do it again with iOS. Only tested with android. Suddenly its working but i dont know why. Maybe because i tried it with android. Thanks for the help!

[greule]

Glad that it's working now.