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Lost photos after switching from free account to a subscription

New Here ,
May 09, 2023 May 09, 2023

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Hello everyone,

 

The title speak for itself, I was on lightroom mobile free for a while, with around 400 photos on it. Today I messed up and upload a lot of RAW files so I decided to subscribe so I can edit them.

Anyway, just after the subscription and the restart of the app, 0 photos on it. Nothing on deleted files, no album, the app is absolutely empty.

For information I'm on Android with a Google Pixel 7 if it can change anything. And I can't find any picture on Lightroom web too, but since I never used it before I don't know if it's relevant.

 

Is there a way to fix that? Did I made a mistake by subscribing before saving my photos? If anyone have an idea on how to help me I'll be glad.

 

Thanks, have a nice day. 

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Adobe Employee ,
May 10, 2023 May 10, 2023

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Greetings @Nicolas298143021r3y 

I am sorry to hear about your issue. There are a couple of possibilities that come to mind:

1. You were using a different Adobe ID when you were not subscribed and then subscribed under a different ID. If that is the case, you should be able to log into the App using your previous Adobe ID and then exporting your photos for reimport into your new Adobe ID.  Since you were unsubscribed the photos were never in Adobe's cloud and we cannot assist in recovery.
2. You are using the same Adobe ID but you uninstalled the app at some point during the process. When you uninstall the app in an unsubscribed state, unfortunately, the Android OS will purge your apps data. There is small chance of recover unless you do so from a complete device backup you may or may not have made. 

Looking at your name in our system there are many who share the same first and last name (some of them may be your other accounts). I am hoping the issue is the first as you would have a reecover option. 

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
May 17, 2023 May 17, 2023

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Thanks for your quick answer, but unfortunately both of your solutions do not help for my problem. I'm still using the same Adobe ID as before and I never deleted the app during the process. A least I did not, is it possible that switching to a premium account lead to some kind of a new download of the app? I know that my LR app had to restart after my subscription.

 

Anyway, thanks again. 

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Adobe Employee ,
May 17, 2023 May 17, 2023

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Is your Adobe ID the ID you use for this forum?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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