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jan thomasm92372347
New Participant
March 1, 2019
Question

Restore Purchase on iOS not working

  • March 1, 2019
  • 20 replies
  • 19260 views

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.]

    This topic has been closed for replies.

    20 replies

    Show previous replies
    H
    hndrsn
    New Participant
    October 1, 2020

    Dear Adobe,

     

    My account suddenly subscribe after the trial and it does not send notification for paying the subscription. I want to restore my purchase but lr mobile doesn't have restore purchase button please fix this

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    October 1, 2020

    Hi Hndrsn

    I see a valid Lightroom subscription for your email ID.  Is this working OK for you now?

    H
    hndrsn
    New Participant
    October 2, 2020

    Yes but i want to restore my purchase on my subscription. How can I restore it?

    ~
    ~mail
    New Participant
    August 10, 2020

    Hey Charle,

     

    I'm facing the exact same issue. Please assist me.

    I`am having trouble with using lightroom for ipad or mac

    Even though i have had purchased a plan.

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    August 10, 2020

    Hi '~mail'

    I see you have a plan purchased from adobe.com that seems started and also canceled today.  Please contact Adobe Support directly for help -- they have the right tools and knowledge to troubleshoot adobe.com purchase problems.  To contact Support, please visit https://helpx.adobe.com/contact.html and sign in, and then click on the chat button on the lower right of the screen.

     

    If you canceled this plan because you prefer to subscribe using the iOS App Store instead, please know that current our plans offered on iOS are mobile-only, and do not provide access to Lightroom for Mac or PC on the desktop.  If you want access to Lightroom Mac / PC, please do purchase from adobe.com (or Lightroom from the Mac app store)

    B
    Bronwyn98A7
    New Participant
    September 4, 2020

    I'm having this same issue and customer service have been useless and told me I need to contact apple as they can't help. Please help me!

    Z
    Zakkir
    New Participant
    June 8, 2020

    Same here! Just subscribe it do help me to check this acc subscription 🙏

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    June 8, 2020

    Hello Zakir

    Your account has a healthy valid subscription in our system.  Is this now working better on your device?

    I
    Community Manager
    Ignacio B.Community Manager
    Community Manager
    June 5, 2020

    Hi,

    There was an issue yesterday that might be the reason for your problem, it should however be resolved now.
    Are you still encountering this issue?

    thanks,
    Ignacio

    D
    druppert88
    New Participant
    June 8, 2020

    I have uninstalled Lightroom for iPad and when I sign into my account and go to edit a raw photo it does not allow me. I've hit restore purchases and tried everything. I have an enterprise account through my work but I don't think that should be an issue.

    greule
    Community Manager
    greuleCommunity Manager
    Community Manager
    June 15, 2020

    When you sign-in have you choosen the Company Account option? Just wanted to double check - Guido/ Lr Mobile QE

    jayneburkhardt
    jayneburkhardt
    New Participant
    June 4, 2020

    I too am having this issue, however it is with the adobe photoshop for iPad. The image below is what I get. There are no ... for me to click on. I tried logging out and logging back in, restarting the app, restarting my iPad, etc. The app keeps telling me I have no internet connection even though I do. I have tried clicking restore purchase at the bottom, however that does absolutely nothing.

    V
    Vera_t
    New Participant
    May 23, 2020

    Hi, I am facing the exact same issue where my purchase cannot be restored in my mobile lightroom. Kindly advise.

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    May 23, 2020

    Hi Vera

    I'll send you a direct message in a moment with some advice.  

    K
    Kwri457
    New Participant
    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 🙎

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    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.

    A
    Aroderick
    New Participant
    May 21, 2020

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

    J
    Jordan Guglielmi
    Participating Frequently
    April 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

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    April 15, 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.

      J
      Jeeohvahnee
      New Participant
      April 15, 2020

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

      E
      Enchanting_Galaxy5E08
      New Participant
      September 17, 2019

      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

        C
        Community Manager
        Charlie.DCommunity Manager
        Community Manager
        September 20, 2019
        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.
        F
        Fred S
        New Participant
        April 12, 2020

        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 ?

        C
        Community Manager
        Charlie.DCommunity Manager
        Community Manager
        March 2, 2019

        Hi JM

        Sorry for the trouble you had.  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.  the Lr Mobile settings, which can be triggered via the top left Lr-icon in albums view and when you then tab on the first account-entry.

        If you still see the problem then first try signing out of your iTunes ID so that when you later try Restore Purchase, Apple will verify your account.  To do this, open your iPad's Settings app, navigate to iTunes & App Store, tap on your Apple ID and then Sign Out.  Then try Restore Purchase again in the Lightroom app.

        If this still doesn't work, then please be sure you are signed into the same Adobe account you used to post your message here.

        --Charlie

        D
        Dmzh
        New Participant
        April 29, 2020

        I have the same issue please help

        C
        Community Manager
        Charlie.DCommunity Manager
        Community Manager
        April 29, 2020

        I see a valid subscription for the same ID you used to sign into the forums.  Is this working OK for you now.  if not, does restarting the app help?  

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