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
New Here ,
Apr 14, 2020 Apr 14, 2020

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I am having the same problem. Please help. I need access ASAP!

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New Here ,
Apr 14, 2020 Apr 14, 2020

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9336B970-9787-4A25-BBD0-9BC25ED20E98.png

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Adobe Employee ,
Apr 15, 2020 Apr 15, 2020

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Hi Jeeohvahnee

I see a healthy valid subscription for you.  If you don't see it, try restarting the app, and then try signing in again.  Please sign in with the same email ID you used for these forums here.  

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New Here ,
May 07, 2020 May 07, 2020

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I also have same problem, cannot restore purchase. please help ASAP 

photo_2020-05-08_11-00-18.jpg

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Adobe Employee ,
May 08, 2020 May 08, 2020

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Hello aditwayer, this should be fixed now.. Can you please check the app again?

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New Here ,
May 08, 2020 May 08, 2020

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I have the same problem, I can't pass the cycle, it's loading forever, please help I tried everything... I seriously can't be paying for something I can't use this is nonsense 😡😡

 

IOS 

 

2B058DB1-214A-4DDC-913A-3B51638914ED.png

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Adobe Employee ,
May 10, 2020 May 10, 2020

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Hi Leeroy

 

Does that spinner ever complete?  I'll send you a private note with some more info.

 

Thanks,

Charlie

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New Here ,
May 16, 2020 May 16, 2020

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Same exact problem. Tried logging out and back in on the App Store and lightroom several times and it won't work. When trying to restore purchase it's a screen that never loads 😡

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Adobe Employee ,
May 18, 2020 May 18, 2020

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Hi Kwri457

I'm sorry for the difficulty.  I see a valid, healthy subscription for you on our side.  Is this working OK for you now?  Please be sure to sign in using the same email ID that you used for the community forums here.

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New Here ,
May 21, 2020 May 21, 2020

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I am also experiencing the same issue. I've logged out and back in more than once. 

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Adobe Employee ,
May 22, 2020 May 22, 2020

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Hi Aroderick

I don't see any Lightroom Mobile subscription for the account you used to sign in here.  If your mobile purchase did go through and shows in your apps store subscription history, try this advice to help Lightroom see and restore that subscription: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

 

Otherwise, is it possible you have more than one account/email address registered with Adobe?  Perhaps your alternate login provides access to your subscription.

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New Here ,
May 22, 2020 May 22, 2020

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This is the account that I used. And none of that worked for me. I know for sure that the purchase went through. Should I just contact Apple to cancel?? This is so strange.

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Adobe Employee ,
May 23, 2020 May 23, 2020

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Hello 'amariahh86029873'

It seems like you are the same user as 'Aroderick' above.  I see ansubscription for you under this other account and on our side it is looks like there is a payment issue.  Please contact Adobe Support directly -- you can find contact info here: https://helpx.adobe.com/contact.html 

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New Here ,
Nov 17, 2020 Nov 17, 2020

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Hey Charlies I'm having the same issue, i have a one month subscription, and after i press restore purchases it just won't load. please help ! i have projects to complete

 

thanks 

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Adobe Employee ,
Nov 17, 2020 Nov 17, 2020

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Hi 'defaultrvx4r9ljxlqn'

I see valid Lightroom subscriptions from both the Mac app store and also the iOS app store for Lightroom.  Are you still blocked?  Are you signed in using the same email you used to post on the forums here?

 

By the way, your Lightroom plan with 1 TB subscribed via Mac app store provides access on both desktop and mobile, so there is no need for you to have the separate Lightroom for Mobile subscription from the iOS app store.  The Lightroom for Mobile subscription is only for mobile, and provides no access to Lightroom on the desktop.

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New Here ,
May 23, 2020 May 23, 2020

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Hi, I am facing the exact same issue where my purchase cannot be restored in my mobile lightroom. Kindly advise.

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Adobe Employee ,
May 23, 2020 May 23, 2020

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Hi Vera

I'll send you a direct message in a moment with some advice.  

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New Here ,
May 26, 2020 May 26, 2020

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Hello,

 

I am facing the same issue these people are having. I have an enterprise account but no one is able to figure this out so i'm hoping you will be able to.

 

Thank you

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Adobe Employee ,
May 27, 2020 May 27, 2020

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Hello druppert88

Enterprise accounts are managed through your local business or institutional administrator, unlike most other mobile users in this thread who are discussing personal app store purchase problems.

 

If you plan administrator cannot successfully provision you to use Lightroom as expected, and your admin needs help, Adobe's Enterprise Support is available to your admin.  One page I see that may help your admin contact support is: https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

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New Here ,
Jun 04, 2020 Jun 04, 2020

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I too am having this issue, however it is with the adobe photoshop for iPad. The image below is what I get. There are no ... for me to click on. I tried logging out and logging back in, restarting the app, restarting my iPad, etc. The app keeps telling me I have no internet connection even though I do. I have tried clicking restore purchase at the bottom, however that does absolutely nothing.8DB77BBF-B27C-4DCF-B9D3-0D7547A2F977.png

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Adobe Employee ,
Jun 05, 2020 Jun 05, 2020

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Hi,

There was an issue yesterday that might be the reason for your problem, it should however be resolved now.
Are you still encountering this issue?

thanks,
Ignacio

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New Here ,
Jun 08, 2020 Jun 08, 2020

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I have uninstalled Lightroom for iPad and when I sign into my account and go to edit a raw photo it does not allow me. I've hit restore purchases and tried everything. I have an enterprise account through my work but I don't think that should be an issue.

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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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