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

[bricelyl34140775]

Same in here, I tried the all steps and it is not marked as expire on the Apple store, it is not working at all for me what can I do. This is so frustrating my ID is bricely.liriano@gmail.com HELP PLEASE

[nayanan74769054]

I'm having these same issues and cant seem to fix them. Could you help me please.

[macke88208895]

Hi Gruele please could you look at mine the same is happening to me also.

[greule]

I've just send out some private messages to follow up on which adobe-id was used for the purchase- Guido/ Lr Mobile

[Antonio Gimmelli]

No private message has arrived to me.

is this error resolvable?

Thanks !

[2lbs]

Greule, I have tried all the steps in this forum and none of them have worked. I have been paying for the subscription for a few months now and can’t even use the premium features and you won’t even respond to me. I have been very patient and this issue has STILL not been resolved! I’m trying very hard to keep my cool but this is absolutely ridiculous. How can an company like Adobe do this? Inexcusable. I demand a response and a fix immediately!

[greule]

Hi Miguel.

Could you give it a try again. Your account should be fixed. Maybe you need to re-sign-in.

We have just released a version 3.2.1 with a permanent fix but it could be that you need to run a "Restore" Purchase" the next time when your subscription renews.  But for now you are set. Let me know if it's working . --Guido/ Lr Mobile QE

[2lbs]

Thank you, it is finally working. Now what about the month I paid for the subscription and it didn’t work? How do I get a refund?

[Antonio Gimmelli]

good morning!

I also bought the premium version but I can not use it and it gives me error

[2lbs]

Greule, I have tried all the steps in this forum and none of them have worked. I have been paying for the subscription for a few months now and can’t even use the premium features and you won’t even respond to me. I have been very patient and this issue has STILL not been resolved! I’m trying very hard to keep my cool but this is absolutely ridiculous. How can an company like Adobe do this? Inexcusable. I demand a response and a fix immediately!

[فضله91763356]

The development version failed to load

...

Please help me

[louiss45535825]

Hello ; once again I need you to make something to help me activating my premium account I keep receiving errors pop up... thank you

[christianp25490762]

Hello, I am here again after a month. My subscription renewed via apple but premium feature not working. When is this going to be fixed? anyway, please help: demichan23@yahoo.com

[ogreule]

could you both try a restore purchases from within the Lr Mobils settings. Let me know if that helps. -guido/ Lr Mobile QE

[paulc94691333]

I got a same problem please help me

this is my e-mail

[personal information removed by moderator]

[karenc918]

I have the same problem I think. I purchased today subscription through ipad app and the premium features are not active. Tried logging out logging in. Downloading app again. Signing out and in no luck. If I press upgrade again it says I am upgraded But none of the premium features are working.

Any ideas.

[greule]

Hi Frances, Paul and Karen. I've just send you instructions via a private message. It looks like that you are using not the correct adobe -id with the Lr subscription applied - Guido/ Lr Mobile QE

[teresita88]

I have the same problem and I don’t k porque what to do. I tried downloading the apps again and unsubscribe but nothing is working

pkease help !!!!

[greule]

Could you 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

[gggggg85117919]

Hi I purchased Lightroom and is doing the same probl that it has always done where it dosen’t activ.

[frankd17481734]

Please help. I contacted adobe and Apple. Apple said payment went through and it’s the apps proble. Adobe said to contact iTune.

this is very frustratinG. I tried everything and nothing is working. It says unable to complete purchase yet I was already charge.

please help,

Frank

[rüdigera86631308]

I have a similiar issue.

I just bought Lightroom Premium several hours ago, via Google Playstore.

In the App, Premium features don't work an my Account says that my Subscription is expired.

When i try to upgrade it again, it tells me i had already subscriped with another Adobe ID, but i only have one Adobe ID wich i was logged in with, as i bought the Upgrade.

So i contacted Adobe Support via Chat and they told me the subsciption is active. But they couldn't tell me more because Chat Support is only for Creative Cloud Subscriber.

So that means the subscription for Lightroom Mobile Premium is active for the right Adobe ID, but in the App it is flagged as expired so i have no access to the Premium features.

What should i do? I already reinstalled the App as well.

(I apologize if i used complicated grammar in my text, i am a native german speaker)

[Arnab Sil]

Hello there, Can you please forward diagnostic logs to us by performing the below steps:

1. Enable the Diagnostic mode i.e. Go to Settings Panel and long press on top left “Lr” icon (this will enable “Send Feedback” button on Settings Panel).
2. Now try to purchase again and as soon as you see the duplicate purchase error screen, reopen settings panel and tap on “Send Feedback” button at the end.
3. Within few seconds the sharing sheet will open, send across the logs. As the logs will be sent in a new thread, please point it to me / provide a summary of the issue (it will help me in tracking).

Regards,

Arnab

[franks81]

Hi Greule can you please check my account as well.

[email removed by moderator]

I purhased yesterday the premium via iOS(iPhone app) In my account apple say there is an active subscription but in LR it says always no subscription. I try all your Log in and Log out Tricks but no luck so far.

Can you greule please check my account from the server side? I testet recently the desktop app for info......

Thank you for your help

[greule]

Hi Frank, I've just send you a private message with some instructions. _ Guido/ Lr Mobile QE