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CindyVANNIEKERK
Participant
May 16, 2023
Question

No access to premium features

  • May 16, 2023
  • 2 replies
  • 1748 views

I have paid for an annual subscription for lightroom mobile, android, google play store and don't have access to any of the premium features. I do I fix this problem to gain access to what I have paid for

This topic has been closed for replies.

2 replies

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Charlie.D
Inspiring
May 16, 2023

Hello @CindyVANNIEKERK 

I see you had a Photography 20 GB plan that expired on May 14, and Adobe's systems let me know this subscription existing under a different account/email address.  If you want to continue that plan that includes both Lightroom Desktop and Mobile, you will need to sign into that original account and resubscribe at www.adobe.com.  I  will send you a separate, direct message to privately remind you of your original Lightroom login email ID.

 

If you want to continue with the new email ID that you used to post for help here, you can use the Lightroom Mobile app for free, with certain limitations.  Or you can subscribe on your Android device for premium service/features/sync on mobile (bot not desktop computer ) devices.  If you also want to use the desktop app, you would still need to start a subscription at our website above.  And please understand, a new Lightroom account will not have images you've uploaded to your previous account.

 

If you need additional help, please contact Adobe Support directly.   Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.

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CindyVANNIEKERKAuthor
Participant
May 17, 2023

Hi Charlie

 

Thank you for your feedback, this is much appreciated

 

On another note... I am confused, so from you side it says that my subscription has expired on the 14th May, is this not the trail that expired?

Another question, I paid for the yearly subscription on the 8th of May for the mobile app Lightroom features, how can this already be expired? 

 

I have attached a screenshot, showing that I have paid on the 8th of May for the yearly subscription, which is suppose to expire on the 8th May 2024? 

 

My account for google app store is {email removed for privacy}  and it's the same account I used for the app as well. 

 

I installed Adobe Lightroom classic program on my laptop, I might have used another email address for this and I only made use of the trail period for 7 days, but with the Lighroom photo & video editor mobile app I did pay. 

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    Charlie.D
    Inspiring
    May 18, 2023

    Hi @CindyVANNIEKERK 

    I urge you to contact Adobe Support directly.   This is a user-to-user support forum, where non-Support staff like me volunteer time to answer app usage questions.  Adobe Support really has the right knowledge and tools to help with your siutation.  Please visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.

     

    The one additional thing I can tell you is that a Lightroom Mobile subscription made through Google Play will not provide access to Lightroom Classic on the desktop.  If you also need Lightroom on the desktop, I urge you to cancel the mobile subscription and instead select one of the plans that includes both desktop and mobile access from the options shown here: https://www.adobe.com/creativecloud/photography/compare-plans.html 

    When you reach out to Adobe Support, please ask if they are able to help you switch plans.

      selondon
      Community Expert
      selondonCommunity Expert
      Community Expert
      May 16, 2023

      Have you tried Restore Purchase....

       

      https://helpx.adobe.com/uk/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html#:~:text=For%20Android%20devices-,Launch%20the%20Lightroom%20app%20on%20your%20mobile%20device.,screen%2C%20tap%20Restore%20your%20purchase.

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      CindyVANNIEKERKAuthor
      Participant
      May 16, 2023
      I did, it only says " The purchase found could not be restored because it
      has already been claimed" Then it goes on to say I should be logged into
      both Google playstore and Lightroom with same account - Which I am
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