All presets & photos gone

[jessicaa97]

hello! I got a new phone today and when I redoloaded Lightroom cc mobile  logged in, all of my purchased presets and photos are all gone. How can I get them back? Why are they gone?

[elvinaw56668990]

I have the same problems. Waiting for solutions. Can anyone please help?

[Rikk Flohr: Photography]

The usual cause for this is that you've logged in on your new phone with a different Adobe ID than you were using on your older phone. Many people have more than one Adobe ID and login via Facebook and other methods.  Do you have a different Adobe ID you might have been using?

[jessicaa97]

No. I only have one account. I only have one email.

[Rikk Flohr: Photography]

If you use the Adobe ID to log into http://lightroom.adobe.com - do you see any images there?

[jessicaa97]

No.

[Rikk Flohr: Photography]

That isn't a good sign.

On your old phone, you may have had Lightroom syncing paused - in which case nothing uploaded to the cloud. Do you still have your old phone? Is it possible to turn it on and connect to wifi and see if the items are available for sync?

[jessicaa97]

Unfortunately, no. My old phone was traded in.

[selondon]

Hi Jessica,

Did you have the free app or a subscription?