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"unable to complete purchase"

New Here ,
Apr 10, 2020 Apr 10, 2020

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Not sure what happened, when I tried to renew my Lightroom for iPad premium subscription the app won't go past this message. After failing to purchase through the app I went to the appstore and renewed, but the app doesn't show that I'm a premium subscriber anymore. What can I do?

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Adobe Employee ,
Apr 10, 2020 Apr 10, 2020

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Hi Kristen

 

I see you have a valid subscription based on the same email you used to post on the forums here.  If you are sure you're signed into the correct email address, you should try the Restore Purchase option in app settings.  See this page for more info: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

 

If that does not help, please try a sign out of Lightroom and sign back in, or perhaps try re-installing the app? 

 

Let us know if you're still stuck after these steps.

 

Thank you!

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New Here ,
Apr 10, 2020 Apr 10, 2020

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Hi Charlie - I have the exact same issue. Have a subscription to all Adobe apps through institution, including Adobe Cloud storage. The storage options aren't showing up in in the Lr app, neither are any premium features, nor is there an ability to purchase/upgrade (if that's what I need to do??).

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Adobe Employee ,
Apr 14, 2020 Apr 14, 2020

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Hi 'krusername'

As you may have seen just now in my previous reply to this thread, we think we've found and fixed the issue here.  We sincerely apologize for the interruption of service.  Please let us know if you are still not able to access Lightroom Premium service.

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New Here ,
Jul 24, 2023 Jul 24, 2023

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I'm having the exact same problem. I also have Adobe through my university, and all of a sudden it says unable to complete my purchase.

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Adobe Employee ,
Jul 25, 2023 Jul 25, 2023

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Hi @Grant31278596ase1 

Your situation is actually different than this old matter above.  Not all educational/institutional plans include Lightroom mobile access.  Please contact your school plan administrator to confirm access to Lightroom.  Your plan administrator has access to Adobe Enterprise Support, in case further help from adobe is needed.

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Adobe Employee ,
Apr 14, 2020 Apr 14, 2020

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Hello again 'kristen.m'

We identified the cause of the problem you reported.  We are truly sorry for the difficulty you've experienced, and believe we have now resolved the issue. Please let us know if you are still not able to access Lightroom Premium service.

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