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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 132 Replies 132
Adobe Employee ,
Mar 01, 2019 Mar 01, 2019

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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

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New Here ,
Mar 25, 2019 Mar 25, 2019

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Dear Charlie,

I am having the same problem. I tried signing out of my iTunes ID and verified my account but it is still not working.

Please fix.

Thanks

PJ

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Adobe Employee ,
Mar 26, 2019 Mar 26, 2019

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I do see an active subscription for you.  I will send you a private message with more info, so we don't have to discuss your account details publicly here.  Please look for a direct email from me.

--Charlie

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New Here ,
Apr 12, 2020 Apr 12, 2020

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Hey Charle,

 

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

 

Thanks

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Explorer ,
Apr 12, 2020 Apr 12, 2020

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I have the same problem! I need help soon because I need to finish some work!!!

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Adobe Employee ,
Apr 14, 2020 Apr 14, 2020

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Hi Raukph and Jordan, 

We are truly sorry for the difficulty you've experienced, and believe we have now resolved the issue. Please let us know if you are still not able to access Lightroom Premium service.

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New Here ,
Aug 14, 2020 Aug 14, 2020

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Hi Charlie please can you help me, I have the same issue, can't go premium.

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Adobe Employee ,
Aug 14, 2020 Aug 14, 2020

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Hi Efstathios5E56

I see a valid subscription for you.  Can you please check again?

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New Here ,
Jun 07, 2020 Jun 07, 2020

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Hey Charlie - Having the exact same issue.  New macbook trying to restore LR, signed out of iTunes, etc...please help!

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Adobe Employee ,
Jun 08, 2020 Jun 08, 2020

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Hi 'ehannah'

I work on the LR iOS team, and can sometimes help with that app.  I was able to check the account you used here for any app purchase history and I see none.  My guess is that you have purchase history connected to another email address/login.  I recommend you reach out to Support -- they have tools which may be able to help you identify the correct account you need to sign into.  Contact options are listed at: https://helpx.adobe.com/contact/what-contact-options.html

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New Here ,
Sep 17, 2020 Sep 17, 2020

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Hey Charlie,

 

I am facing exactly the same issue on my ipad and iphone. I just restored my subscription right now. I already got an email confirmation from apple that I have renewed the subscription but as soon as I do it on my ipad or iphone it is not working. as well I have been trying to get into chat support but your help website is not helpful at all. 

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Adobe Employee ,
Sep 17, 2020 Sep 17, 2020

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Hi Kim, 

I'll send you a private message in a moment.  Please look for that.

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New Here ,
Apr 26, 2020 Apr 26, 2020

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E399FD3C-EFAA-44F0-8E5D-38FF165E81D2.png

 hi I have the same problem and everytime I try and restore purchases it keeps loading with no response .

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Adobe Employee ,
Apr 26, 2020 Apr 26, 2020

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Hello, I see a valid subscription for you.  If you are still not able to access this, please reply so we can help further.

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New Here ,
Jun 15, 2020 Jun 15, 2020

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I have the exact same issue! It keeps loading for forever. My Apple ID says I do have the subscription though... Please help!

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Adobe Employee ,
Jun 15, 2020 Jun 15, 2020

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Hello Janne

Can you please check the app again?  It should be working better for you now.

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New Here ,
Sep 14, 2020 Sep 14, 2020

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Mine comes up exactly the same please help!

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Adobe Employee ,
Sep 14, 2020 Sep 14, 2020

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Hi Courtney

I'm getting some help from our server team to try and understand what's happening with your account.  Did you cancel and then try to resubscribe within a few days?  

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New Here ,
Sep 14, 2020 Sep 14, 2020

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The free subscription had run out then I resubscribed 

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Adobe Employee ,
Sep 15, 2020 Sep 15, 2020

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Hi again Courtney

I now see a valid subscription for your account.  Can you check that this is now working OK for you?

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New Here ,
Feb 13, 2021 Feb 13, 2021

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Charlie - I'm facing the same issue.  I think the issue is there was an accidental charge for a monthly subscription that is conflicting with the yearly one I actually want/ have.  How do I resolve this.  Please help :).

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Adobe Employee ,
Feb 13, 2021 Feb 13, 2021

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Hi @defaulttjyn2yyxsng1 

Checking against the account you used to post for help, I see a valid Lightroom Premium annual subscription.  I do not see another plan for the same account.

 

If you still need help, please contact Adobe Support directly.  Visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.

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New Here ,
Feb 13, 2021 Feb 13, 2021

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Screen Shot 2021-02-13 at 11.33.44 AM.pngWhen I try to restore the purchase on my mac this is what I keep facing.

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Adobe Employee ,
Feb 13, 2021 Feb 13, 2021

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Hi @defaulttjyn2yyxsng1 

Your current Lightroom Mobile Premium subscription supports mobile devices only -- it does not support Lightroom for the desktop. 

 

If you need a subscription that supports the Lightroom desktop app as well, I recommend you cancel your current mobile subscription and instead subscribe to Lightroom through either the Mac or Windows app stores, or directly from Adobe's web site based on one of the following plan options: https://www.adobe.com/creativecloud/photography/compare-plans.html 

 

I hope this helps a bit!

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