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.]

[defaulttjyn2yyxsng1]

So this issue is happening because I have a mobile account?  But I started the trial (which I later turned into an annual subscription from my mac).  Is this something I need to contact about apple to change this from mobile to mac?

[defaulttjyn2yyxsng1]

On with apple as we speak, just rebought the subscription.  Now when I try to get into lightroom on mac I get this message.  Apple can't seem to figure it out because on my end I have paid again and subscription looks correct. 

[Charlie.D]

@defaulttjyn2yyxsng1 

"On with apple as we speak, just rebought the subscription" On our side, I still see only the Lightroom Mobile Premium subscription, so if this is what Apple helped you "re-buy" this will still not help you get access to Lightroom Desktop.  

Please contact Adobe Support directly:  visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.  Explain that you need help canceling your current Lightroom Mobile subscription so that you can instead buy the subscription via the dsektop app (which provides access to both desktop and mobile apps).  

[kingslot888]

thank for sharing

[Dmzh]

I have the same issue please help

[Charlie.D]

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?  

[Mkalebtmtz]

I have de the same problem, I already tried, but I still can't get premium. Could you help me? Please 

[Charlie.D]

'Mkalebtmtz', this should be fixed now, please try again. Thank you!

[default19asiqplcq4t]

I have the same problem please help 

[Charlie.D]

Hi 'default19asiqplcq4t'

I see you have more than once account.  I will send you a direct message with some advice

[Vilma5CBE]

Hello, I cannot restore my purchases on my Macbook. Some help would be great. Thanks!

[Charlie.D]

Hi Vilma,

I see a valid Lightroom Mobile Premium subscription for the account you used to post for help.  The Mobile subscription does not provide paid service for the Lightroom desktop app for Mac.  If you also need Lightroom for Mac, you might consider canceling the mobile subscription and instead start a new Lightroom subscription through the Mac App Store, or choose one of the various plans offered directly from Adobe as described at https://www.adobe.com/creativecloud/photography/compare-plans.html 

Hope this helps a bit!

[Danielsan264]

Hi,

I also have the same problem. Had to factory reset my Mac after a fault and now can't restore my purchase. Please also assist 

thank you

Dan

[Charlie.D]

Daniel, is you queastion about restoring your Mac App Store purchase for Lightroom, or another Adobe app?

For the email ID you used to post on the forums, there is an account with new history of Lightroom usage.

If you are indeed asking about Lightroom, is it possible you have another account you can try signing into?  

It might help if you contact Adobe Support directly -- contact options here: https://helpx.adobe.com/contact/what-contact-options.html

[kyongroh]

I am having the same problem. Please Fix it, i need to use Photoshop On my ipad but i can´t used!!!

[greule]

Could you give it a try again and let me know if its now working. - Guido/ Lr Mobile QE

[Subbu Turimella]

Hey Charle,

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

Thanks

[Charlie.D]

Hi Subbu

I see a valid Lightroom Desktop subscription from the Mac app store for the account based on the same email address you used to post on the forums.  Are you seeing this work OK now?  If not, does signing out and signing back in help?

[Kpopfangirl]

 

 

Hi Charlie,

I am also having trouble same problem. I recently realized that the plan I subscribed to through the mobile store is the wrong one (100 GB plan) and didn't provide desktop access. I cancelled this plan a reaubscribed to the 1TB plan. When I log in, it still shows the old 100

GB plan. Please see images attached of both subscriptions. Maybe I'm using the wrong id? Please help. 

[Charlie.D]

Hi Kpopfangirl

It seems you previously had a Lightroom 1 TB plan subscription, and though this has lapsed it somehow appears still active -- maybe this is preventing the system from accepting the new Lightroom 1 TB subscription.  I'll need to get some Adobe Support on this matter--I'll follow up when I have news for you.

[Charlie.D]

Hi again Kpopfangirl,

I just sent you a direct message with some advice to try.

[Natalia5C58]

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

[Charlie.D]

Hi Natalia, this particular forum is for Lightroom Mobile users.  Are you having issues with the Photoshop subscription I see on your account?  You might try posting in the separate forum for Photoshop Mobile: https://community.adobe.com/t5/photoshop-for-mobile/bd-p/Photoshop-for-Mobile

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

[Pamela5EE0]

Charlie, I have the same  issue and I've tried everything. Still doesn't work.

[Charlie.D]

Hi Pamela

Are you signed into Lightroom with the same email address you used for the forums?  I see a valid Lightroom Mobile Premium subscription should be working for you under this email address?  Does restarting the app help?  Let me know if this is working OK for you now.