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Purchased presets deleted

New Here ,
May 17, 2022 May 17, 2022

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Hello! I purchased presents about a year ago and after I updated the app they are missing. Under my profile it says restore purchases but this button isn't working. How do I restore my purchase so that i can use my presents for photos. Also all of my edited photos are gone. Any help appreciated thanks!

 

Amanda

 

(Peronal Information removed by Moderator)

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Community Expert ,
May 18, 2022 May 18, 2022

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Do you have an Adobe subscription, or are you using the free version of Lightroom? With a subscription all your content (images, edits, presets) should have been synced to the cloud and would still be available after the update.

 

If you are using the free version, then nothing is stored in the cloud (syncing is not available in the free version), but the data should still be there after the update provided you did not delete the app first before installing the update. If you did delete the app first, that all that date is also deleted as it is all stored within the app's space on your phone, i.e. deleting the app also deletes all content.

 

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Adobe Employee ,
May 18, 2022 May 18, 2022

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Hello @Amanda24498592oazd 

The notes Jim shared are all correct.  I checked your account against the server, which let me know you signed into Lightroom with a different email address.  Your original account (which is indeed subscribed) seems to have a lot more activity over a long period of time.  I hope signing into Lightroom with this other email address brings up the photos and presets you are expecting.  I'll send you a direct message to share details more privately.

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