Lost Everything after accepting trial

New Here ,
Jan 18, 2020 Jan 18, 2020

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I have been using Lightroom on my iPhone since last summer, I bought presets for it and had so many pictures on it. I decided to try the one week free trial and ever since then everything disappeared. I lost all of my pictures, cannot find any of my many presets, and I don't know what to do. I deleted the app, re-signed into my account, even went on my laptop to try and find these missing pictures and presets. I am so upset, I use these presets for my Instagram and I don't want to have to pay for all of them again. 

{Title edited by Moderator for clarity and to aid search queries} 

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Adobe Employee ,
Jan 21, 2020 Jan 21, 2020

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I've just send you a private message - Guido / Lr Mobile QE

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New Here ,
Dec 24, 2020 Dec 24, 2020

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Hi Greule!

 

I just had same issue today with my Lightroom Mobile.

I've decided to sign up the trial version for a week while I was editing a picture.
It was ok, till the moment that I've tried to use a tool and the app closed.

Then, I opened the app again and there was a question if I would like to sync my camera roll with the app automatically, I chosen not.

So the app opened with 0 albums, 0 presets, etc.

 

Please help me to solve it 🙏🏼

Thank you,

Alecyr Araujo 

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New Here ,
Jan 11, 2021 Jan 11, 2021

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This same thing just happened to me. Are you able to send me guidance? Thank you so much in advance! I wish I had never accepted the trial!

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New Here ,
Feb 18, 2021 Feb 18, 2021

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Can I have the same information. The same thing just happened to my account. I have been using the free light room for a year. Decided that the extra tools in the paid version might be worth the $4.99/month. However, my $60 worth of presets and all my photos disappeared from the app. It was like I was starting a new account. I canceled the subscription in hopes that everything would appear again however, no such luck. 

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Adobe Employee ,
Feb 18, 2021 Feb 18, 2021

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Hello

We are investigating possible causes for this issue. 

 

Please do not uninstall the app.  Images are very likely still in the app cache, but if the app gets deleted then images inside the app also get deleted.  Anything not yet synced could be lost unless you have the images somewhere else like your camera roll, or a backup.

 

As a next step, please make a full backup of the affected device. This will preserve the app and files that still exist in it.  Any files that are not yet synced to cloud storage may only exist in the app unless you have a separate backup.

 

These pages describe how to use iTunes or Mac OS Finder file sharing to retrieve original images out of the Lightroom iOS app cache.. Please see if this advice can help you recover your original images:

iTunes: https://helpx.adobe.com/lightroom/kb/recover-lightroom-mobile-photos-itunes-file-sharing.html 

Mac OS Finder: https://support.apple.com/en-us/HT210598  

 

Any files that can be recovered will need to be reimported.  Unfortunately, this recovery process can not restore previous edits or presets.  Presets that were installed before will need to be re-installed or set up again.

 

We hope advice here helps you recover images.  

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New Here ,
Feb 18, 2021 Feb 18, 2021

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Hi!

I have the same problem - started my free trial today, and all of my photos + presets are gone. The app shows 9GB of cache, but nothing is showing in the app itself. I am signed in under the same login as I was before. All content was synced and backed up (as it was shown int the app). I only use Lightroom on my Iphone.
I do not have a recent backup of my device. Please let me know if there is anything I can do to restore the content. 

Have a great day, 
Karina

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Adobe Employee ,
Feb 19, 2021 Feb 19, 2021

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Hi @Karina0D4C 

Are you sure you're signed into the right account?  I will send you a direct message with more information.

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New Here ,
Apr 14, 2021 Apr 14, 2021

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Please send me guidance as well. If I bury the Adobe plan again will it restore all my photos and presets into my account? 

please help.

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New Here ,
May 27, 2021 May 27, 2021

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LATEST

Hello greule 

i has the same problem today. Could I get some assistance? I started the trial today and after a minute or so the app closed and as I restarted it my library was empty. How can retrieve my albums and edited pictures?

 

thank you

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Adobe Community Professional ,
Jan 21, 2020 Jan 21, 2020

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Hi,

 

Can you provide some more details so that the community may be able to help you...

 

Did you have the free app before accepting the trial? 
Did you have a back up of the device?

What format where the presets in when you purchased them?

Can you see any photos or presets at 

http://lightroom.adobe.com

 

Unfortunately deleting the app probably discarded everything if you did not have any kind of subscription.

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New Here ,
Feb 18, 2021 Feb 18, 2021

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Hi Guido!

I have the same problem - started my free trial today, and all of my photos + presets are gone. The app shows 9GB of cache, but nothing is showing in the app itself. I am signed in under the same login as I was before. All content was synced and backed up (as it was shown int the app). I only use Lightroom on my Iphone.
I do not have a recent backup of my device. Please let me know if there is anything I can do to restore the content. 

Have a great day, 
Karina 

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Adobe Employee ,
Feb 19, 2021 Feb 19, 2021

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I replied to the duplicate post above already.  This was a problem where the user has two accounts.

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Adobe Community Professional ,
Jan 21, 2020 Jan 21, 2020

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Hi Guido, 

 

Wonder if you can help?

I'm trying to ascertain when the free version turns into a trial? 

Is it a trial when you initially download the app?

Or is after a certain time?

Or a customer accepting a trial pop up?

 

Also what happens to photos and presets than sync to the Cloud if a trial is accepted but a plan not then subscribed to?

 

Thanks

 

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Adobe Employee ,
Jan 29, 2020 Jan 29, 2020

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I alrady had a look  and pinged madimarie1 privately. What I noticed is that it seems like  the subsctiption was applied to a  to a different adobe-id and not to the free Lr version with the presets. Still wating for confirmation from madimarie1

Since the app was deleted the free-app-data is no longer preserved and therefore please double-check if you have an iOS back-up from where you could possibly restore. Hope this helps- Guido/ Lr Mobile QE

 
 
  •  

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New Here ,
Dec 14, 2020 Dec 14, 2020

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Hello! I had the same exact thing happpen to me. I've been using the free version for a few years, but I decided to try a free 7 day trial of the desktop version. It was taking a long time to download, so I went to "manage subscription" and cancelled. Photos are now hidden on my iphone and it is acting like I'll need to pay the 4.99 iphone app fee to access them again. I also have many purchased presets and photos on that account, but I know that I only had the free version before. Please help! Thanks!

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Adobe Employee ,
Dec 17, 2020 Dec 17, 2020

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Hi Natalie5FAA .

I'v just checked our server-side logging and it looks to me that you have 2 adobe-ids in use. One as free and the other with the subscription. Could that be? I'm sending you more info via a private message. - Guido/ Lr Mobile QE

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New Here ,
Jan 26, 2021 Jan 26, 2021

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I got a new phone and all my presets I have paid for are completely gone. How do I restore this? I really hope I am not going to have to buy these presets again. Really disappointing. I am now on the free trial and some presets have restored on my mobile app. Am I going to lose these again when the free trial ends?

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Adobe Employee ,
Feb 01, 2021 Feb 01, 2021

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The best way to transfer Lr as a free user to a new phone is to setup you new phone from a iOS backup created from your previous phone. With that all data will be preserved. - Guido/ Lr Mobile QE

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New Here ,
Feb 09, 2021 Feb 09, 2021

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Can you give me directions on how to do this with Android ? Thanks 

 

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New Here ,
Feb 09, 2021 Feb 09, 2021

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I would like some help here as this happened to me as well thank you!! 

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New Here ,
Apr 14, 2021 Apr 14, 2021

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I am experiencing even worse issues, I lost everything I was relying on my Lightroom in my phone on my phone and had photos I neede to submit to someone. I recently changed my plan on Adobe and the next day I lost all my photos on my Lightroom. I thought it would all stay on my Lightroom mobile if I changed my plan information. I will buy the creative cloud again if that's the issue, I need urgent help please send guidance

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Adobe Employee ,
Apr 15, 2021 Apr 15, 2021

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Hello @Aya5EDF 

Were the files you need in Lightroom before you subscribed?  And without deleting the app the files are now not visible?  Or did you delete the app before subscribing (before the files had a chance to sync to cloud storage)?  If you have not deleted the app, please do NOT delete it now.

 

If you never deleted the Lightroom app, but images no longer appear in the app it may be possible to recover your images from the application cache using the help info at: https://helpx.adobe.com/lightroom-classic/kb/recover-lightroom-mobile-photos-itunes-file-sharing.htm... 

 

If you don't find the files you are looking for, do you have a recent iTunes or iCloud backup if your mobile device from a time when Lightroom still showed your images?  If so, restore the backup onto your device, and then try the iTunes Files Sharing help above.

 

I will send you a private message with a little additional info about other accounts you might have used.

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