Lost Everything after accepting trial

[madimarie1]

I have been using Lightroom on my iPhone since last summer, I bought presets for it and had so many pictures on it. I decided to try the one week free trial and ever since then everything disappeared. I lost all of my pictures, cannot find any of my many presets, and I don't know what to do. I deleted the app, re-signed into my account, even went on my laptop to try and find these missing pictures and presets. I am so upset, I use these presets for my Instagram and I don't want to have to pay for all of them again. 

{Title edited by Moderator for clarity and to aid search queries} 

[greule]

I've just send you a private message - Guido / Lr Mobile QE

[Alecyr98C6]

Hi Greule!

I just had same issue today with my Lightroom Mobile.

I've decided to sign up the trial version for a week while I was editing a picture.
It was ok, till the moment that I've tried to use a tool and the app closed.

Then, I opened the app again and there was a question if I would like to sync my camera roll with the app automatically, I chosen not.

So the app opened with 0 albums, 0 presets, etc.

Please help me to solve it 🙏🏼

Thank you,

Alecyr Araujo 

[Lindsay5C64]

This same thing just happened to me. Are you able to send me guidance? Thank you so much in advance! I wish I had never accepted the trial!

[Amanda5FA6]

Can I have the same information. The same thing just happened to my account. I have been using the free light room for a year. Decided that the extra tools in the paid version might be worth the $4.99/month. However, my $60 worth of presets and all my photos disappeared from the app. It was like I was starting a new account. I canceled the subscription in hopes that everything would appear again however, no such luck. 

[Charlie.D]

Hello

We are investigating possible causes for this issue. 

Please do not uninstall the app.  Images are very likely still in the app cache, but if the app gets deleted then images inside the app also get deleted.  Anything not yet synced could be lost unless you have the images somewhere else like your camera roll, or a backup.

As a next step, please make a full backup of the affected device. This will preserve the app and files that still exist in it.  Any files that are not yet synced to cloud storage may only exist in the app unless you have a separate backup.

These pages describe how to use iTunes or Mac OS Finder file sharing to retrieve original images out of the Lightroom iOS app cache.. Please see if this advice can help you recover your original images:

iTunes: https://helpx.adobe.com/lightroom/kb/recover-lightroom-mobile-photos-itunes-file-sharing.html 

Mac OS Finder: https://support.apple.com/en-us/HT210598  

Any files that can be recovered will need to be reimported.  Unfortunately, this recovery process can not restore previous edits or presets.  Presets that were installed before will need to be re-installed or set up again.

We hope advice here helps you recover images.  

[Karina0D4C]

Hi!

I have the same problem - started my free trial today, and all of my photos + presets are gone. The app shows 9GB of cache, but nothing is showing in the app itself. I am signed in under the same login as I was before. All content was synced and backed up (as it was shown int the app). I only use Lightroom on my Iphone.
I do not have a recent backup of my device. Please let me know if there is anything I can do to restore the content. 

Have a great day, 
Karina

[Charlie.D]

Hi @Karina0D4C 

Are you sure you're signed into the right account?  I will send you a direct message with more information.

[Aya5EDF]

Please send me guidance as well. If I bury the Adobe plan again will it restore all my photos and presets into my account? 

please help.

[Aljoscha5D83]

Hello greule 

i has the same problem today. Could I get some assistance? I started the trial today and after a minute or so the app closed and as I restarted it my library was empty. How can retrieve my albums and edited pictures?

thank you

[Mikey25512761qwjx]

Sir, can u help to me same problems huhu please my deadline was august 6 how can retrieve my all photos/preset i have 7days trial and my all photos edited and preset had deleted.

[Charlie.D]

Hello @Mikey25512761qwjx 

We need more info to begin to help you.  On what devices are you running Lightroom?  Is the issue that you activated a 7-day trial on one device, and your content disappeared on the same device, or another device that was signed into the same account?  More details like this, and about your specific steps/workflow might help us understand what happened.

[Mikey25512761qwjx]

I'm log in only one device and same account, earlier i was accepting the
trial that's 7 days and i was back on my Lightroom mobile all my picture
has deleted and some my presets has been deleted, I don't know what can i
do, i need my all picture because the deadline of my clients is august 6
how can i back please help me.

[Mikey25512761qwjx]

earlier i was accepting 7days trial and i was happy cuz i have that and after that i re opened my lightroom mobile i was shock cuz my all edited photos was deleted and some of my presets has been deleted, i dont know what can i do, how can back it all my photos and presets i need all my pictures edited cuz the deadline of my client is nearly days at august 6.

Please Help me!

Mikey

[Charlie.D]

@Mikey25512761qwjx 

Did you start the 7-day trial on the mobile app, or LR desktop?

On Mobile, are you using iOS and Android?

[Mikey25512761qwjx]

I was start yesterday, lightroom mobile

[Charlie.D]

@Mikey25512761qwjx 

Thank you.  I asked because it wasn't clear to me how your trial got start.  Usually a Lightroom Mobile trial on Android shows as a subscription with the first 7 days free, and I saw no subscription for your account.

If you sign into your account in a web browser at lightroom.adobe.com, do you see your photos there?

[Charlie.D]

@Mikey25512761qwjx 

If you sign into your account in a web browser at https://lightroom.adobe.com/  do you see your photos there?  The server team says you do have files uploaded and should be able to see them (both in our web app and also in the LR Android app).

Another way it *might* be possible to access files is to explore what you can copy out of the application cache.  See if you can recover any images from this folder in device internal storage:
Android/data/com.adobe.lrmobile/files/carouselDocuments/ 

[Generous_view0D45]

You can recover your original files which you most likely already have copies of elsewhere from that directory, but edits are stored as data that can only be read from lightroom itself, so copying files out of this directory does nothing to help restore edits (so you can make further adjustments to projects you were working on without starting over from scratch). What we need is a proper tool, perhaps on the web UI, to upload all data from Lightroom Mobile's data directory and have adobe restore the edits in the backend to our cloud storage, or some other way of restoring whatever corruption to the app's database caused this issue in the first place.

It's been almost 4 years since you first said the issue is being investigated. Why then did it just happen to me today? Why is it that in that time, Adobe hasn't felt that it's even necessary to warn users who are upgrading that all their data could be deleted?

[bernnn]

I got the free trial of the lightroom mobile with the extra storage. I had the same account on my ipad, but for some reason the photos weren't shared. Now all my good photos and presets from my phone are gone because of this free trial of the subscription. My phone now has all the photos from my ipad. I want my old presets back and I don't know how to get them. Please help, I can't edit without them.

{Moved from Lightroom Cloud to Lightroom Mobile & Apple TV Forum by Moderator}

[Charlie.D]

Hi 'bernnn"

Starting a 7-day free trail on Lightroom Mobile should simply allow your photos and presets to sync to cloud storage, and then they should indeed also appear on your other mobile device in Lightroom. 

Did you delete the app and re-install it before getting a chance to start the free trial and sync up your photos and presets?  Or is it possible you have more than one account for signing into Lightroom?  I'm just trying to understand what may have caused this problem.

Perhaps iTunes can help you help recover some photos.  If you have not deleted the app, this page has some advice that can help recover photos from Lightroom's application cache: https://helpx.adobe.com/lightroom-classic/kb/recover-lightroom-mobile-photos-itunes-file-sharing.htm...

If you deleted Lightroom before syncing photos, but you have an iTunes backup of your device from a time when you could still see your photos, try restoring that backup onto your device and then use the same Help article above to try and access your photos.  Unfortunately this won't be able to recover your presets or any edits you applied to your photos.  Still I hope this innfo helps a bit.

[gos222]

This is an incorrect reply as itunes no longer stores apps on the computer. They are now ONLY on the ios device. Plus he wants his presets back not missing photos

[Ignacio B.]

For the sake of correctness:
the link that mentions iTunes has nothing to do with storing app on the computer.
iTunes File Sharing is not using any backups, it's looking into the device.
On newer macOS versions you don't need iTunes to look into this directory.
https://support.apple.com/en-us/HT201301

Thanks,
Ignacio

[gos222]

I upgraded for a free trial to get some extra features on my free lightroom mobile app and it has deleted all of my many and varied presets that have cost me money and a lot of time to upload~!! Please help me get them back! Is it possible i now have 2 accounts?? I am logged in to the mobile app now but i don't remember ever being so on the free app.... I've now downgraded again but that didn't help. I'm still missing ~EVERYTHING.

Thank you!

{Moved from Lightroom Cloud to Lightroom Mobile Forum by Moderator} 

[Generous_view0D45]

Also happened to me today. Adobe hasn't fixed this issue despite reports going back to 2020. Not even a warning when signing up (cuz of course not. that could cut into profits.)