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Can not restore purchase but still getting charge monthly.

New Here ,
Oct 15, 2018

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Hi,

I paid for premium Lightroom mobile some months ago and it was working well.

Recently the last time I use it, it was find.

But yesterday I open the app, it required me to sign in. I'm not sure that I sign in before (Adobe/Facebook/google). I never delete my app.

I signed in with my email which I use in App Store. I tried to restore purchase many times, but all I got is "Duplicate Purchase - This subscription has already been purchased from the App Store with a different Adobe ID".

My phone is iPhone 7, still getting charge monthly by my bank but all the pictures, my presets and the premium functions are gone.

Please help. What can I do to get them back?

Thank you

Anna

Hi,

please check your mail, I've replied to your diagnostics log.

The account that you are logged in with does not have a subscription assigned to it, you need to log in with the
account that had the subscription assigned to it.

Thanks,
Ignacio

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Can not restore purchase but still getting charge monthly.

New Here ,
Oct 15, 2018

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Hi,

I paid for premium Lightroom mobile some months ago and it was working well.

Recently the last time I use it, it was find.

But yesterday I open the app, it required me to sign in. I'm not sure that I sign in before (Adobe/Facebook/google). I never delete my app.

I signed in with my email which I use in App Store. I tried to restore purchase many times, but all I got is "Duplicate Purchase - This subscription has already been purchased from the App Store with a different Adobe ID".

My phone is iPhone 7, still getting charge monthly by my bank but all the pictures, my presets and the premium functions are gone.

Please help. What can I do to get them back?

Thank you

Anna

Hi,

please check your mail, I've replied to your diagnostics log.

The account that you are logged in with does not have a subscription assigned to it, you need to log in with the
account that had the subscription assigned to it.

Thanks,
Ignacio

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Adobe Employee ,
Oct 16, 2018

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Hi,

please check your mail, I've replied to your diagnostics log.

The account that you are logged in with does not have a subscription assigned to it, you need to log in with the
account that had the subscription assigned to it.

Thanks,
Ignacio

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New Here ,
Jun 25, 2019

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Hi, I'm having the same issue. I've tried everything but I'm still unable to access Premium features. Can you help me please? Thanks, K

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Adobe Employee ,
Jun 25, 2019

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Hi 'KevinOS84'

What device are you using to subscribe, iOS or Android?

I checked for any subscription info against the email ID I see for you on the forums here, and there is no trace of a subscription.  If you do see an active subscription to in your store settings, it is definitely not linked to said account I see for you.  Is it possible you have more than one account?  For example, did you possibly sign into Lightroom using Facebook or Google, and not the email address you used for this forum?  If so, you will need to sign into that other account to access your premium subscription.

If you're still stuck, please reply back.

--Charlie

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New Here ,
Jun 26, 2019

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Hi Charlie, thanks for your reply. I'm on iOS (12.3.1). I can confirm that I wasn't using Facebook to log-in as I don't have a Facebook account. I've been using my Gmail account.

Do you know of any other possible solution?

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Adobe Employee ,
Jun 26, 2019

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Hi Kevin. I've just send you a private message with information which Adobe-id you should use. It looks like that you are connected via Lr Mobile with the a wrong one. - Guido

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New Here ,
Dec 10, 2019

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I currently am experiencing the same problem with my account.

I recently transfered my iPhone data to my new iPhone and it keep saying Duplicate purchace with another AdobeID from this AppStore. How can I solve this?

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Adobe Employee ,
Dec 10, 2019

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Hello 'giannis30f'

I will send you a direct message soon with some account details that I don't want to share on the public forums here.  Please look for a separate direct message from me.

--Charlie

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New Here ,
Mar 06, 2020

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I am having the same problem with my account.

I recently transfered my iPhone data to my new iPhone and it keep saying Duplicate purchace with another AdobeID from this AppStore. Can you help me solve this problem please? 

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Adobe Employee ,
Mar 08, 2020

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Hi Jm90

I see a valid subscription for you.  Please confirm you are signed into Lightroom using the same email address you used to access the forums.  If you are signed in using the correct email address, then please see ther Restore Purchase help steps at: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

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New Here ,
Mar 10, 2020

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I am basically having the same issue. At first I started using adobe Lightroom mobile with a gmail so I could test the app to see if I liked it. Then I created an account with my iCloud to purchase the monthly subscription but it ends up saying DUPLICATE PURCHASE "this subscription has already been purchased from the App Store with a different adobe ID." I deleted the old gmail account to see if that would help but it did nothing. I'm now being charged for something that I can't use but want to. 😞

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Adobe Employee ,
Mar 12, 2020

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Hello Nasir

I understand you want to use the alternate email ID to login, but it is the original email ID you used for sign in that is subscribed.  When you subscribe, we prevent other email IDs from subscribing when using the same iTunes account -- this helps users avoid making multiple purchases by mistake.

 

I'll send you a private message soon with additional advice for you.  Thank you!

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New Here ,
Feb 26, 2020

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Having the same issue!

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Adobe Employee ,
Mar 18, 2020

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Hi 'octaviom85284627'

I'm sorry for the delay -- I just happened to see you got no reply.

I took a look based on the email I see for you, and Creative Cloud for teams membership you have may not provide for Lightroom Mobile premium access.  Also, it's not clear to me if that CC team subscription itself is still valid.

 

Please contact your plan administrator to confirm the subscription is still active.  Otherwise, if you need further help please contact Adobe Support directly, as these are peer-support forums.  Adobe Support for Enterprise contact info can be found at: https://helpx.adobe.com/contact/enterprise-support.html

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New Here ,
Apr 27, 2020

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Hello, yesterday while using lightroom cc on an iOS device, I logged out of my account and signed back in. Everything was working fine before signing out, once I signed back in the premium features were not usable and my photos and custom made filters all disappeared. When I tried to restore purchase I got a notification that says duplicate purchase.

i tried a few of the suggestions listed here like logging out of my Apple ID and restarting my phone with no luck. Please tell me all my work is retrievable and didn't just vanish (it was saved on the cloud) and please help me get my premium features back 🙏🏽

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Adobe Employee ,
Apr 27, 2020

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Hello Fahad

That error you describe means you already have another Adobe account that is subscribed to Lightroom Mobile Premium service.  We only allow you to subscribe one Adobe account at a time, so you don't accidentally get charged twice.  The fact that you signed into a different account is also why your photos and custom filters seemed to disappear.  Please DO NOT uninstall the app.  I will send you a private message with more info about your correct login that you should use.  Thank you.

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New Here ,
Jun 15, 2020

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Hi,

 

I am also having the same issue..please help me.

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Adobe Employee ,
Jun 15, 2020

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Hello 'Prv231189'

I see a valid Lightroom Android subscription for the same email ID you used to write on the forums here.  Please try signing out and signing back in if you do not see the subscription still.

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New Here ,
Jun 15, 2020

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I have this issue as well on my iPhone, I have a valid ssuscription on my Apple account. I can't restore on the app

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Adobe Employee ,
Jun 15, 2020

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Christian, I see a valid subscription for you.  Is this working OK now?

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New Here ,
Jul 02, 2020

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Hi Charlie_D , I'm facing the exactlly same issues people are facing here.....already tried everything you say here, with no success...I was using the creative cloud all apps membership but I cancel it and got only the Lr Mobile sub now. What can I do? Thanks!

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Adobe Employee ,
Jul 15, 2020

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Hi rafmedeiros

Sorry for the slow reply -- I was out of the office.  I see Guido replied to your separate post.  Can you confirm the Lightroom subscription is now working for the same email ID you used to post on the forums?

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New Here ,
Jun 28, 2020

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I'm having the same issue. Any help would be appreciated

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Adobe Employee ,
Jul 15, 2020

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Hi 'jagreene'

 

Sorry for the delay.  I see an account for you but it has no subscription.  If you can confirm you have an active Lightroom subscription in your iTunes Subscription settings, then please try the advice in this help page to help Lightroom retrieve your subscription info again from Apple: 

https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

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