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} 

[Generous_view0D45]

This just happened to me, and like you, all the data is still there, but lightroom no longer reads it. I've found similar reports going all the way back to at least 2020. Adobe will do nothing to help you recover the inaccessible data.

[Generous_view0D45]

There are multiple reports of edits in lightroom mobile being completely deleted upon starting a trial or upgrading to premium, and it's disgusting that adobe has done nothing to address this, as it just happened to me today. Not even a warning that it's possible? Ofc a warning would make people hesitate to give you money so you wouldn't do that.

[Charlie.D]

Hello @Generous_view0D45 

I consolidated your posts into one thread, for easier tracking. 

FWIW, since these reports from circa 2020 came up, the LR iOS app did make fixes that resolved such problem.  Nowadays, most reports are from people who have subscribed, and needed to sign back into their account, and signed into a new/incorrect account and not the subscribed account.  I would like to help, but there is no Adobe ID associated with the email address you used for help.  I can't see account history, or even platform info that might allow me to help further.

If you subscribed via iOS or Google app stores, please try the troubleshooting help at: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html 

If that fails, please take note of any specific error messages.  For faster help, please contact Adobe Support at https://helpx.adobe.com/contact.html?rghtup=autoOpen
...and in the chat field (lower right), type AGENT

[selondon]

Hi,

Can you provide some more details so that the community may be able to help you...

Did you have the free app before accepting the trial? 
Did you have a back up of the device?

What format where the presets in when you purchased them?

Can you see any photos or presets at 

http://lightroom.adobe.com

Unfortunately deleting the app probably discarded everything if you did not have any kind of subscription.

[Karina0D4C]

Hi Guido!

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]

I replied to the duplicate post above already.  This was a problem where the user has two accounts.

[selondon]

Hi Guido, 

Wonder if you can help?

I'm trying to ascertain when the free version turns into a trial? 

Is it a trial when you initially download the app?

Or is after a certain time?

Or a customer accepting a trial pop up?

Also what happens to photos and presets than sync to the Cloud if a trial is accepted but a plan not then subscribed to?

Thanks

[greule]

I alrady had a look  and pinged madimarie1 privately. What I noticed is that it seems like  the subsctiption was applied to a  to a different adobe-id and not to the free Lr version with the presets. Still wating for confirmation from madimarie1

Since the app was deleted the free-app-data is no longer preserved and therefore please double-check if you have an iOS back-up from where you could possibly restore. Hope this helps- Guido/ Lr Mobile QE

Delete

[Natalie5FAA]

Hello! I had the same exact thing happpen to me. I've been using the free version for a few years, but I decided to try a free 7 day trial of the desktop version. It was taking a long time to download, so I went to "manage subscription" and cancelled. Photos are now hidden on my iphone and it is acting like I'll need to pay the 4.99 iphone app fee to access them again. I also have many purchased presets and photos on that account, but I know that I only had the free version before. Please help! Thanks!

[greule]

Hi Natalie5FAA .

I'v just checked our server-side logging and it looks to me that you have 2 adobe-ids in use. One as free and the other with the subscription. Could that be? I'm sending you more info via a private message. - Guido/ Lr Mobile QE

[Dayna5ECC]

I got a new phone and all my presets I have paid for are completely gone. How do I restore this? I really hope I am not going to have to buy these presets again. Really disappointing. I am now on the free trial and some presets have restored on my mobile app. Am I going to lose these again when the free trial ends?

[greule]

The best way to transfer Lr as a free user to a new phone is to setup you new phone from a iOS backup created from your previous phone. With that all data will be preserved. - Guido/ Lr Mobile QE

[Dayna5ECC]

Can you give me directions on how to do this with Android ? Thanks 

[Melissa1587]

I would like some help here as this happened to me as well thank you!! 

[Aya5EDF]

I am experiencing even worse issues, I lost everything I was relying on my Lightroom in my phone on my phone and had photos I neede to submit to someone. I recently changed my plan on Adobe and the next day I lost all my photos on my Lightroom. I thought it would all stay on my Lightroom mobile if I changed my plan information. I will buy the creative cloud again if that's the issue, I need urgent help please send guidance

[Charlie.D]

Hello @Aya5EDF 

Were the files you need in Lightroom before you subscribed?  And without deleting the app the files are now not visible?  Or did you delete the app before subscribing (before the files had a chance to sync to cloud storage)?  If you have not deleted the app, please do NOT delete it now.

If you never deleted the Lightroom app, but images no longer appear in the app it may be possible to recover your images from the application cache using the help info at: https://helpx.adobe.com/lightroom-classic/kb/recover-lightroom-mobile-photos-itunes-file-sharing.htm... 

If you don't find the files you are looking for, do you have a recent iTunes or iCloud backup if your mobile device from a time when Lightroom still showed your images?  If so, restore the backup onto your device, and then try the iTunes Files Sharing help above.

I will send you a private message with a little additional info about other accounts you might have used.

[Kate2659597802l9]

Could you message me too I'm also having issues

[Kate2659597802l9]

Adobe support, can you please message me as well? Going through the same thing on Android! Samsung Galaxy s21 ultra

[Charlie.D]

@Kate2659597802l9 

I saw your direct message, but I'm going to reply here on the public thread.  You referred to help I provided another user, but that was a different situation where multiple accounts caused login confusion.  I see no other, secondary account for you.

I work on the Lightroom iOS team, and it's not clear to me what happened for you as I don't know the LR Android app as well.   I will ask the Android team to reach out to you.  

If you needs are urgent, please contact Adobe Support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
...and in the chat field (lower right), type AGENT

[Kate2659597802l9]

Thank you!
If you need any more information please let me know