Restore Purchase on iOS not working

[jan_thomasm92372347]

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.]

[greule]

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

[Gian22]

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.

[Charlie.D]

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.

[elihere]

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

[Jordan Guglielmi]

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

[Charlie.D]

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.

[Jeeohvahnee]

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

[Jeeohvahnee]

 

[Charlie.D]

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.  

[aditwayer]

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

 

[Charlie.D]

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

[Leeroy Here]

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 

[Charlie.D]

Hi Leeroy

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

Thanks,

Charlie

[Kwri457]

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 😡

[Charlie.D]

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.

[Aroderick]

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

[Charlie.D]

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.

[amariahh86029873]

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.

[Charlie.D]

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 

[defaultrvx4r9ljxlqn]

Hey Charlies I'm having the same issue, i have a one month subscription, and after i press restore purchases it just won't load. please help ! i have projects to complete

thanks 

[Charlie.D]

Hi 'defaultrvx4r9ljxlqn'

I see valid Lightroom subscriptions from both the Mac app store and also the iOS app store for Lightroom.  Are you still blocked?  Are you signed in using the same email you used to post on the forums here?

By the way, your Lightroom plan with 1 TB subscribed via Mac app store provides access on both desktop and mobile, so there is no need for you to have the separate Lightroom for Mobile subscription from the iOS app store.  The Lightroom for Mobile subscription is only for mobile, and provides no access to Lightroom on the desktop.

[Vera_t]

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

[Charlie.D]

Hi Vera

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

[druppert88]

Hello,

I am facing the same issue these people are having. I have an enterprise account but no one is able to figure this out so i'm hoping you will be able to.

Thank you

[Charlie.D]

Hello druppert88

Enterprise accounts are managed through your local business or institutional administrator, unlike most other mobile users in this thread who are discussing personal app store purchase problems.

If you plan administrator cannot successfully provision you to use Lightroom as expected, and your admin needs help, Adobe's Enterprise Support is available to your admin.  One page I see that may help your admin contact support is: https://helpx.adobe.com/enterprise/using/support-and-expert-services.html