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Lightroom IOS won’t restore purchase

New Here ,
May 15, 2020

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My Lightroom iOS subscription expired, so renewed it through the App Store and Lightroom still won't recognize it. I restore purchases and there is a load screen that doesn't end. I have followed all steps on the forums and none work. I have contacted the Apple store and they say it's an issue with adobe and the app, Adobe says it's an issue with the App Store! Yet I'm was still charged and can't correctly edit a shot for a customer because of this! You can obviously tell the issue is with adobe's app and you can't renew from the app, and when you go to restore purchase it just stays loading, why are you sending me to Apple as the issue is with your app! It is a recurring issue I have seen on here and some customers have had the issue solved by adobe, yet most keep on getting sent to Apple!

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Lightroom IOS won’t restore purchase

New Here ,
May 15, 2020

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My Lightroom iOS subscription expired, so renewed it through the App Store and Lightroom still won't recognize it. I restore purchases and there is a load screen that doesn't end. I have followed all steps on the forums and none work. I have contacted the Apple store and they say it's an issue with adobe and the app, Adobe says it's an issue with the App Store! Yet I'm was still charged and can't correctly edit a shot for a customer because of this! You can obviously tell the issue is with adobe's app and you can't renew from the app, and when you go to restore purchase it just stays loading, why are you sending me to Apple as the issue is with your app! It is a recurring issue I have seen on here and some customers have had the issue solved by adobe, yet most keep on getting sent to Apple!

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May 15, 2020 0
Adobe Employee ,
May 18, 2020

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Hi Danny

I do apologize for the trouble and the wait for a reply.  I'm not sure if you reached out to Adobe Support separately, but can you check the app again?  It should show as subscribed now.

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May 18, 2020 0
New Here ,
May 27, 2020

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hi charlie,

 

i'm having the same issue as well. i recently renewed my subscription. this screen hasn't gone away. i tried signing out and back in, deleting the app, signing with apple id instead, etc. nothing. i read in a previous forum it's resolved but looks like it isn't. please advice.

 

thank you.

 

 

22250947-FC9B-43A8-BAE0-E07C56FA6DF6.png

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May 27, 2020 0
Adobe Employee ,
Jun 01, 2020

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Hi Anna, I see a valid subscription for you -- is this working OK for you now?

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Jun 01, 2020 0
New Here ,
Jun 03, 2020

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I don't want to hijack the thread but my app also won't renew, though I have an active subscription.


🤷🏼‍:male_sign:

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Jun 03, 2020 0
Adobe Employee ,
Jun 05, 2020

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Hi Anthony

We had a system problem that is corrected now.  I confirmed you now have a valid subscription.  Please confirm you also now see this working in the Lightroom app.  We apologize sincerely for the trouble.

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Jun 05, 2020 1
New Here ,
Jun 06, 2020

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Hi Charlie!

 

I am having the exact same issues! Just renewed my subscription however it doesnt work. Logged out and in of both App Store acccount as well as Lightroom accounnt and nothing works. According to App Store - and the Paypal Payment i made - my account should be active but nothing works. When i try to restore the purchase in the app it also doesnt work. I hope you can help me as i really want to continue working on my photos. thanks in advance

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Jun 06, 2020 0
Adobe Employee ,
Jun 08, 2020

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Hi 'magiclifeofviv'

I see a healthy, valid subscription for you based on the same email address you used for the forums here.  Is this working OK for you now?

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Jun 08, 2020 0
New Here ,
Jul 23, 2020

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I now have the same problem again. Last night I renewed the subscription.

I don't know whats wrong with the system, but I hope someone is working on fixing it because it is incredibly frustrating.

 

Thank you for your help in making it work last time.

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Jul 23, 2020 0
Adobe Employee ,
Jul 23, 2020

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Hi Anthony, sorry you've had trouble and had to post here again.  Did this sort itself out?  I checked your account and the subscription looks active and valid to my eyes.

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Jul 23, 2020 0
New Here ,
Jul 23, 2020

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It does seem to have activated now. Thank you.

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Jul 23, 2020 0
New Here ,
Jul 23, 2020

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Hi Charlie, 

 

Im having the same issue. I just renewd my subscription but its not working. Please help!

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Jul 23, 2020 0
Adobe Employee ,
Jul 23, 2020

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Hi Janela

There's a lot going on with your account, multiple subscriptions, etc.  I work on the Lightroom iOS team, and can sometimes help with iOS subscription troubles, but I lack all the tools that an Adobe Support agent has to help you.

 

The easiest way to reach Support may be by chat.  Please visit https://helpx.adobe.com/contact.html, and sign in, and look for the Chat button on the right to initiate a session with a support agent.  My guess is that your previous, lapsed Lightroom Mobile subscription somehow interefered with your efforts to renew today.  I see you tried to subscribe on Mac as well as Mobile, and if you are happy with the 1 TB subscription from the Mac App Store, this includes premium access for the mobile app as well making the mobile subscription redundant.  I think a Support agent will be able to help clean all this up for you if you let them know which of the two new subscriptions you want to keep (Desktop and Mobile, or just Mobile)

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Jul 23, 2020 0
New Here ,
Jul 25, 2020

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Hi Charlie,

 

I do not have access to my just activated subsciption. I have tried either logging in type and still no positive result.

Kindly ask you to advise how to rectify the restore purchase issue.

 

Sincerely,

Oleg Lapalainen

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Jul 25, 2020 0
Adobe Employee ,
Jul 26, 2020

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Hi Oleg

Did this fix itself?  I see a valid subscription for you.

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Jul 26, 2020 0
New Here ,
Oct 13, 2020

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Hi Charlie, I have the exact same problem! Been trying to restore my purchase but the screen is just loading forever. I already made the purchase via App Store. How do I resolve this? Pls revert asap, thanks! 

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Oct 13, 2020 0
Adobe Employee ,
Oct 13, 2020

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Hi Martha

I show a valid Lightroom subscription for the account based on the same email address you used for the forums.  Can you confirm this is working OK for you now?

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Oct 13, 2020 0
New Here ,
Nov 04, 2020

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Hi Charlie, I'm having the same issue as everyone else in this forum, on my apple account it says that my account is still valid, but a no go on the app. Please help, thanks!

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Nov 04, 2020 0
Adobe Employee ,
Nov 04, 2020

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Hi Skye5C89

Can you confirm which app you have trouble subscribing?  The reason I ask is that I see a valid Premiere Rush subscription for you.  Is your problem with Rush, or Lightroom?

 

If Lightroom, does it help to force-quit, relaunch, and try again?  In the app settings, have you tried Restore Purchase?  If an error displays, what is there error message?

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Nov 04, 2020 0
New Here ,
Nov 05, 2020

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Lightroom, I've restarted the app and relaunched with no success, restoring my purchase was also unsuccessful. Thanks.

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Nov 05, 2020 0
Adobe Employee ,
Nov 05, 2020

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Hi Skye, I will send you a private message in a moment.

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Nov 05, 2020 0