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Restore Purchase on iOS not working

New Here ,
Mar 01, 2019 Mar 01, 2019

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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.]

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replies 144 Replies 144
New Here ,
Oct 25, 2020 Oct 25, 2020

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Hi Charlie! 

I am having similar issues. I accidentally logged out of my LR app and when I got back on all of my stuff was removed. I tried restoring my purchases and it wouldn't let me. I went into my settings to make sure my subscription was still active (it is) so I logged out of my iTunes and back in and tried to restore purchases again and it still isn't letting me. Any help would be greatly appreciated! 

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Adobe Employee ,
Oct 26, 2020 Oct 26, 2020

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Hi Kelsie

You are signed into the wrong Adobe account.  I will send you a direct message in a moment with more info.

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New Here ,
Jan 18, 2021 Jan 18, 2021

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Mine says you're subscribed but still isn't working.

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Adobe Employee ,
Jan 19, 2021 Jan 19, 2021

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I can see a valid subscripiton applied to the adobe-id which you use for this forum. Could you try to re-sign-in - Hope this helps - Guido/ Lr Mobile QE

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New Here ,
Sep 28, 2021 Sep 28, 2021

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I am having the exact same issue. I have repurchased it and I still get just the spinning circle.  An now it is stating that I can't download certain pictures but it won't tell me why.

I have several projects due bu Friday 10/01/21. This is driving me crazy.

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Adobe Employee ,
Sep 28, 2021 Sep 28, 2021

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@Whakamaya5ECF 

Checking against the Adobe ID for you here, I see you have a Lightroom subscription via Windows.  It is valid and should be working normally (sync, Premium features, etc).  Is this working OK for you now?

 

Is the problem that you don't see the subscription working when you sign in on Lightroom iOS?  Please check that you are signed into the same email ID in iOS Lightroom as on Windows

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Community Beginner ,
Sep 17, 2019 Sep 17, 2019

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Dear Charlie,

 

I have done all the things which you have advised above, but still I’m unable to restore the purchase. Instead lightroom is stuck in the attached photo. Please help me to resolve it

B474C884-287C-4EF0-99FD-DEFB78C674AE.png

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Adobe Employee ,
Sep 20, 2019 Sep 20, 2019

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Hi 'sazzadsa' we're going through a change of the forums tool Adobe uses, and I lost track of our previous conversation. Let me send you a direct message to get more info about your account.

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New Here ,
Apr 12, 2020 Apr 12, 2020

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Hi there,

 

I just ran in the exact same problem. I renewed my subscription and got stuck on the loading page. I tried everything (including App Store logout), and every time I tried to restor purchase, I can't pass the loading screen. 

Any idea ?

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New Here ,
Apr 14, 2020 Apr 14, 2020

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The issue is solved this morning, I just launched the app and subscription was enabled

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Adobe Employee ,
Apr 14, 2020 Apr 14, 2020

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Hi Fred

Thanks for your report, and bearing with this problem while we investigated.  We are truly sorry for the difficulty you've experienced.

Kind regards,

Charlie

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New Here ,
Apr 14, 2020 Apr 14, 2020

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DADCDEB2-3138-4A6D-8A84-167ACE52782E.png

CAF71BF0-A42D-4688-A58E-41430B642356.png

Hi, I also have the same problem. I tried all the method above and noting is working. Now I'm log in by my Apple ID and it said that my account w

B9CC35AD-89E7-48D7-9B5E-2C7D444A43A8.png

 as you can see in the picture that I already subscribe the premium. And after I tried to restore purchase, I stuck with this process and same as every on 

as expired

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Adobe Employee ,
Apr 14, 2020 Apr 14, 2020

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Hi Navarit

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 ,
Apr 14, 2020 Apr 14, 2020

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I am having the same problem. This is ridiculous! Please restore my purchase. Nothing works. I just get the spinning circle 

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Adobe Employee ,
Apr 15, 2020 Apr 15, 2020

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Hi again Jeeohvahnee

I replied to one of your other posts.  If ever your need is urgent, please contact Adobe Support for immediate assitance using Conact Info found at https://helpx.adobe.com/support.html

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New Here ,
Apr 14, 2020 Apr 14, 2020

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Hey, I am currently stuck and can't renew my Lightroom premium. I tried to restore the purchase and it would get stuck on a loading screen. Please help?!

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Adobe Employee ,
Apr 15, 2020 Apr 15, 2020

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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.

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New Here ,
Sep 20, 2019 Sep 20, 2019

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

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Adobe Employee ,
Sep 23, 2019 Sep 23, 2019

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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?

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New Here ,
Sep 23, 2019 Sep 23, 2019

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

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Adobe Employee ,
Sep 23, 2019 Sep 23, 2019

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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?

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New Here ,
Oct 27, 2019 Oct 27, 2019

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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...

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Adobe Employee ,
Oct 29, 2019 Oct 29, 2019

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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

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New Here ,
Dec 02, 2019 Dec 02, 2019

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

15753162142603600700377846108347.jpg

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.

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Adobe Employee ,
Dec 03, 2019 Dec 03, 2019

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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.

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