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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 ,
Feb 16, 2021 Feb 16, 2021

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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.

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New Here ,
Jul 27, 2021 Jul 27, 2021

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Hi,

 

I have a similar problem. I've purchased the subscription through the app store and it shows me that the subscription is active but the app doesn't recognize it and it says that there is no active subscription for my email address. I've recently transferred from Android so my adobe ID is different email address from the one that my Apple ID is.

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Adobe Employee ,
Jul 27, 2021 Jul 27, 2021

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Hello @f4bles 

As long as you sign into Lightroom using the same Adobe ID / email address that was used on your Android device you should see your same subscribed account, files, etc.

Since you are transferring from one platform to another, you may wish to cancel the original Android to Samsung subscription, and once your account returns to an unpaid state, then resubscribe using the iOS Appstore subscription to Lightroom.

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New Here ,
Jul 27, 2021 Jul 27, 2021

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I did that and I've subscribed through apple app store but the lightroom app is showing me that I don't have a subscription active on that email address. I've tried to connect the email address that I use for Apple ID and the email address that I use for Adobe ID under the same account and It didn't help. I've tried to connect my Apple ID to adobe id and it always shows me the error.

CFFFD6A4-39D2-4CFB-86B9-F2E9E40BC05D.png

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Adobe Employee ,
Jul 27, 2021 Jul 27, 2021

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Hello @f4bles 

Have you tried Restore Purchase?  Please see this help page: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html# 

Please let me know if Restore Purchase helps.  If not, is there a specific error message displayed?

This is a peer-support forum.  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.

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New Here ,
Jul 27, 2021 Jul 27, 2021

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Hi,

Yes I've tried restore the purchase option but it's not working. I'm getting the jnfo displayed bellow and it's like that almost six hours now. 

61C60EA2-E794-4974-919E-A7F8E30B3914.jpeg

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Adobe Employee ,
Jul 27, 2021 Jul 27, 2021

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This screenshot and the previous one you shared of iOS Settings indicate a valid LR subscription, but since I don't see an iOS subscription for the Adobe ID you use on the forums here, it would seem you may have more than one Lightroom account.  Your iTunes ID can only subscribe one Adobe ID/Lightroom account at a time.

 

When signing into Lightroom are there other email addresses or social logins (Facebook, Google, Apple) you might have used that you can try again?  

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New Here ,
Jul 27, 2021 Jul 27, 2021

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I dont have any other adobe ID account but my adobe ID email adress is different than the one attached to the iTunes ID. Can that be the cause. Also I've tried to connect my Apple ID to adobe id and it always shows me the error.

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