Restore Purchase on iOS not working

Report · Mar 01, 2019

Dear Adobe,

since you dont give me any other option to get to your support, i have to post it here.

I just renewed my lightroom mobile subscription on the ipad, but it crashed. Now apple-Store shows me that I have succesfully subscriped and am paying 4,99, but in the lightroom app, choosing restore purchases doesnt work. Just shows me a rotating circle for like ever.

Installed Lightroom mobile on iphone, same result!

Could you please fix my account!

And why do i have to post this in a forum, and not just give me a [......] email-adress?????

Very bad user experience!!

JM

[Moderator note: profanity removed on public forum according to forum rules.]

Report · Apr 15, 2020

Hi EnsonG

I see a valid subscription for you. Does it help if you relaunch the app or sign in again? Please be sure you are signed in with the same email ID you used for these forums.

Report · Sep 20, 2019

I am in the exact same predicament! It started last night. I am now paying for something that I can’t use!

Report · Sep 23, 2019

Sev95, I see a valid subscription for your account. Please be sure you sign inn using the same email ID you used to post on the forums here. If LRM still doesn't show you premium features, please try "Restore Purchases" in the Lightroom app settings for your user account. To get there, tap the 3-dots button at the top right, then Settings, then your user name. You should see Restore Purchase there, or otherwise you will see "You're subscribed" once it's set up right. If Restore Purchase fails with an error, what is the error message?

Report · Sep 23, 2019

I’m having the same problem, tried every suggested method without success. Please advise

Report · Sep 23, 2019

Hi deelo23, similar to what I posted above, I see a valid subscription for your account. Please be sure you sign inn using the same email ID you used to post on the forums here. If LRM still doesn't show you premium features, please try "Restore Purchases" in the Lightroom app settings for your user account. To get there, tap the 3-dots button at the top right, then Settings, then your user name. You should see Restore Purchase there, or otherwise you will see "You're subscribed" once it's set up right. If Restore Purchase fails with an error, what is the error message? Does signing out and back in, or reinstalling the app help?

Report · Oct 27, 2019

I'm having the exact same problem! Renewed the subscription through Apple but the Lightroom says I need to buy it again! I'm using the same account on both sides too, and tried reinstalling everything, signing in and out of everything. It's like Adobe doesn't want its customers to use its services...

Report · Oct 29, 2019

Hi Ntduy. Could you try to sign-in with the same adobe-id which you are using for this forum. From what I can see is this the adobe-id which has the correct subsctiption applied. Let me know your results. - Guido/ Lr Mobile QE

Report · Dec 02, 2019

Im having the same issue. I have purchased the premium features but im stuck with this loading screen which is shown below.

Please help me fix this coz i badly need to do some things in lightroom. By the way im using my apple id for purchasing the premium features.

Report · Dec 03, 2019

Hi 'Gian22'

I think I see the problem. It's a case of account confusion, I believe. Please try signing in using the Apple and not Adobe ID login on the Lightroom app's login screen.

Report · Dec 24, 2019

Update: After credit card charged notice, it's working now, thanks.

I'm having the same problem.

I have tried restore purchase and sign out - sign in method, reinstall app ...etc

Report · Apr 12, 2020

Hi, i have the same issue. When I click restore purchases, the circle starts circling like forever but nothing happens. My subscription is through Apple and is active, but the Lightroom mobile app says it expired. I tried deleting the app, turning my phone off and on, reinstalling the app. Still the same issue. Please help

Report · Apr 14, 2020

Hi Jordan

I just replied to your first post (another 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.

Report · Apr 14, 2020

I am having the same problem. Please help. I need access ASAP!

Report · Apr 14, 2020

Report · Apr 15, 2020

Hi Jeeohvahnee

I see a healthy valid subscription for you. If you don't see it, try restarting the app, and then try signing in again. Please sign in with the same email ID you used for these forums here.

Report · May 07, 2020

I also have same problem, cannot restore purchase. please help ASAP

Report · May 08, 2020

Hello aditwayer, this should be fixed now.. Can you please check the app again?

Report · May 08, 2020

I have the same problem, I can't pass the cycle, it's loading forever, please help I tried everything... I seriously can't be paying for something I can't use this is nonsense 😡😡

IOS

Report · May 10, 2020

Hi Leeroy

Does that spinner ever complete? I'll send you a private note with some more info.

Thanks,

Charlie

Report · May 16, 2020

Same exact problem. Tried logging out and back in on the App Store and lightroom several times and it won't work. When trying to restore purchase it's a screen that never loads 😡

Report · May 18, 2020

Hi Kwri457

I'm sorry for the difficulty. I see a valid, healthy subscription for you on our side. Is this working OK for you now? Please be sure to sign in using the same email ID that you used for the community forums here.

Report · May 21, 2020

I am also experiencing the same issue. I've logged out and back in more than once.

Report · May 22, 2020

Hi Aroderick

I don't see any Lightroom Mobile subscription for the account you used to sign in here. If your mobile purchase did go through and shows in your apps store subscription history, try this advice to help Lightroom see and restore that subscription: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

Otherwise, is it possible you have more than one account/email address registered with Adobe? Perhaps your alternate login provides access to your subscription.

Report · May 22, 2020

This is the account that I used. And none of that worked for me. I know for sure that the purchase went through. Should I just contact Apple to cancel?? This is so strange.

Report · May 23, 2020

Hello 'amariahh86029873'

It seems like you are the same user as 'Aroderick' above. I see ansubscription for you under this other account and on our side it is looks like there is a payment issue. Please contact Adobe Support directly -- you can find contact info here: https://helpx.adobe.com/contact.html