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
Adobe Employee ,
Jun 15, 2020 Jun 15, 2020

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

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New Here ,
Jun 13, 2020 Jun 13, 2020

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Hello Ignacio!

I am having the same exact issue with Photoshop for iPad. 

I tried updating IOS, reintalling the app, canceling the subscription, etc. "Restore purchase" button still shows me the "Already purchased" notification. I really need to acess the app as soon as possible. Please help! 

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New Here ,
Jun 07, 2020 Jun 07, 2020

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

39AD8E74-6CD3-424E-93B7-ABA0D8F81404.jpeg

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Adobe Employee ,
Jun 08, 2020 Jun 08, 2020

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Hello Zakir

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

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New Here ,
Aug 10, 2020 Aug 10, 2020

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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.

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Adobe Employee ,
Aug 10, 2020 Aug 10, 2020

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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)

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New Here ,
Sep 04, 2020 Sep 04, 2020

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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!

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Adobe Employee ,
Sep 07, 2020 Sep 07, 2020

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I've just checked with the Adobe-Id you are using for this forum and did I get it right that you have the "Photoshop on iPad"-subscription and but not the Lightroom subscription? If so, then you need to purchase a Lightroom in-app subscription in addition or one of the plans which incluse Photoshop+Lightroom which are listed here....https://www.adobe.com/creativecloud/plans.html ...Hope this helps. Guido/ Lr Mobile QE

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New Here ,
Oct 01, 2020 Oct 01, 2020

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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

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Adobe Employee ,
Oct 01, 2020 Oct 01, 2020

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Hi Hndrsn

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

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New Here ,
Oct 01, 2020 Oct 01, 2020

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

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Adobe Employee ,
Oct 02, 2020 Oct 02, 2020

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Restore Purchase helps pass along the receipt from Apple in rare cases it doesn't come across the wire already.  However, we've already received yours and I confirmed your account is now already subscribed (based on the same email ID you used to post on the Community help page here).  If you are signed into the correct account, you won't need Restore Purchase.

 

Still, in case it helps you somehow, please see: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

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New Here ,
Oct 03, 2020 Oct 03, 2020

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Hi, I'm having the same problem in my Lightroom app. My Apple subscriptions say I have renewed Lightroom but in Lightroom I still can't use the extra features and it says I need to upgrade. When I go to restore purchases it goes to a screen that freezes. I have tried to delete the app and reinstall along with restarting my phone and it freezes every time and extra features can't be used. I don't know what to try next. Any help appreciated. Thanks, Steph

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New Here ,
Oct 04, 2020 Oct 04, 2020

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I'm having the same issue. Please help. 

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New Here ,
Oct 04, 2020 Oct 04, 2020

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Hi, 

 

im also having the same issue. I purchased a premium subscription on my iPhone and now it won't let me restore my purchase even though it says my subscription is active. I tried everything focussed in this post already. Every time I press restore purchase on Lightroom I get stuck on the loading page. Already tried to sign out of Apple ID and then restore and it didn't work. Please help. 

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Adobe Employee ,
Oct 05, 2020 Oct 05, 2020

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Hi Steph, Joesph, and Arjeanet

Is this working OK for you now?  I see valid Lightroom plans for each of you.

There must have been a system hiccup over the weekend, and I will check with our server folks to make sure things are running right.  If you still need help, please reply back

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New Here ,
Oct 05, 2020 Oct 05, 2020

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Mine is working now. It worked the following day. 

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New Here ,
Oct 17, 2020 Oct 17, 2020

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Same problem here, please help.

What is so difficult about this adobe?!

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Adobe Employee ,
Oct 19, 2020 Oct 19, 2020

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Hi Jean-Philippe

 

I see you had 20 GB Photography plan that is now expired.  You originally subscribed to this plan at www.adobe.com

 

Is the problem that this plan expired unexpectedly?  Or are you trying to subscribe to a different plan now on iOS or Android (because you are posting in the Lightroom Mobile forum)?

 

It would help if you described your specific steps and problem and any error message you see, in addition to which device you are using to subscribe.

 

Also, please understand these forums are intended for user-to-user support.  For the fastest help, please reach out to Adobe Support directly. Visit https://helpx.adobe.com/contact.html, sign in, and then click the chat button at the bottom right.

 

Thank you!

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New Here ,
Nov 17, 2020 Nov 17, 2020

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Hey Charlie 

I have a desktop lightroom 1 month subscription, and I open up lightroom and click restore purchases, it just keep spinning and will never load. Please help I have projects to complete. Let me know if you need more information from me. Thanks

 

 

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Adobe Employee ,
Nov 17, 2020 Nov 17, 2020

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Hi 'defaultrvx4r9ljxlqn'

I replied to your separate post already. 

 

For the fastest help, please reach out to Adobe Support directly. Visit https://helpx.adobe.com/contact.html, sign in, and then click the chat button at the bottom right.

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New Here ,
Jan 18, 2021 Jan 18, 2021

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Same issue and troubleshooting you've listed hasn't worked.

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Adobe Employee ,
Jan 19, 2021 Jan 19, 2021

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Hi Lisa,

I see my team mate Guido already replied to your separate post, but just to confirm for you: we do see a valid, ongoing subscription to Lightroom Premium on mobile for the email address you used to post for help on the Adobe Community forums.  Please check that you are signed into Lightroom with the same email address, and then you should be all set.

Thanks,

Charlie

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New Here ,
Feb 05, 2021 Feb 05, 2021

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I have the exact same problem as well. I just now subscribed and couldn't restore my purchase. The circle is just keep on rotating but nothing happened. This is extremely frustrated and please fix this issue asap.

 

Stace

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Adobe Employee ,
Feb 05, 2021 Feb 05, 2021

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Hi Staceele

I see a valid Lightroom Mobile Premium subscription for the Adobe ID you used to post for help here.  Is this working OK now?  If not, check that you are signed in with the same Adobe ID that you used for the forums here.  If that's not the issue, make sure your device is online so it can access the internet, and perhap try relaunching the app in case that helps it sync up to see your subscription.

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