Skip to main content
J
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

    S
    Sharkojo
    New Participant
    December 16, 2021

    Hello i have the same probelm it keeps saying restoring purchases but it doesnt do anything.i have tried loging out of everything and it still didnt work.

    D
    defaulttjyn2yyxsng1
    Participating Frequently
    December 16, 2021
    Call apple customer service and call adobe. That’s what worked for me.
    And unistall the app



    —— Best, DT
    D
    defaultvobn9m9bo8ee
    New Participant
    September 29, 2021

    I'm also having this problem!! Please help!!

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    September 29, 2021

    @defaultvobn9m9bo8ee 

    Can you elaborate a bit more so we can better understand the issue?

    Are you trying to subscribe via Lightroom Android or iOS?

    Did the subscription appear to succeed, or fail?  Is there an error message?  Does force-quitting and restarting the app let the purchase process complete smoothly?

     

    Thanks for sharing as much info as you can provide.

    V
    Victoria5D1E
    New Participant
    February 15, 2021

    Hello I am having the same issue. Restoring purchase doesn't work! Please help. 

    victoria 

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    February 15, 2021

    Hi @Victoria5D1E 

    Is this iOS or Android, or on a desktop computer?  When it fails, what happens?  If an error shows, what is the error message?  Does it help to force-quit and relaunch the app before you try to purchase again or try 'Restore Purchase?'  Does your app store purchase history show a successful purchase for Lightroom?

     

    Before further troubleshooting, I recommend you make a full iTunes/iCloud Backup of your device so you can always restore it later to have the same files and apps you have today.  Please do not delete the app.  If you delete Lightroom while it is in the free use state, the images inside Lightroom will be deleted along with the app.  

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    February 17, 2021

    Hello,

    Thanks for your reply. The error message says: No restored purchases. Restore completed but there are no past purchases. 

    When I check my subscriptions I do have this successfully active. I also received a charge for it. 

    thanks,

    victoria


    Hi Victoria, that error means there is no purchase history available to the Lightroom app on the device you are trying Restore Purchase on.  What device are you trying Restore Purchase on?  And on what device did you origially buy Lightroom?  

     

    If you bought on your mobile phone, and are trying Restore Purchase on your same mobile phone, then it should work.  If you bought the subscription via the desktop app, or directly from www.adobe.com, and now are trying Restore Purchase on your device, Restore Purchase won't work because the mobile app store that handles the subscription doesn't know anything about other mobile app stores or Adobe's digital store.  

     

    If you still need help, it may be faster to contact Adobe Support directly.

    Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.

    S
    Staceele
    New Participant
    February 5, 2021

    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

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    February 6, 2021

    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.

    L
    Lisa5E7E
    New Participant
    January 18, 2021

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

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    January 19, 2021

    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

    D
    defaultrvx4r9ljxlqn
    New Participant
    November 17, 2020

    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

     

     

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    November 17, 2020

    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.

    J
    Jean-Philippe5EEC
    New Participant
    October 17, 2020

    Same problem here, please help.

    What is so difficult about this adobe?!

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    October 19, 2020

    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!

    A
    Arjeanet0101
    New Participant
    October 4, 2020

    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. 

    C
    Community Manager
    Charlie.DCommunity Manager
    Community Manager
    October 5, 2020

    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

    J
    Joseph5E33
    New Participant
    October 5, 2020

    Mine is working now. It worked the following day. 

    J
    Joseph5E33
    New Participant
    October 4, 2020

    I'm having the same issue. Please help. 

    S
    StephanieB833
    New Participant
    October 4, 2020

    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

    Show more replies
    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices