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LR mobile charging for features

Explorer ,
Jun 11, 2020

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LR mobile charging for features   
I have been using LR for two years. Since reinstalling on phone it wants to charge me for features  selection and healing.  Even though I have the photography plan paid. 
Any help please ?  

thanks 

Hi Charlie 

All sorted .....

Found that on Mac Air was signed in with one gmail account and on phone another .....

 

So now all working .

T&hanks for your help and patience with my stupidity 

 

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LR mobile charging for features

Explorer ,
Jun 11, 2020

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LR mobile charging for features   
I have been using LR for two years. Since reinstalling on phone it wants to charge me for features  selection and healing.  Even though I have the photography plan paid. 
Any help please ?  

thanks 

Hi Charlie 

All sorted .....

Found that on Mac Air was signed in with one gmail account and on phone another .....

 

So now all working .

T&hanks for your help and patience with my stupidity 

 

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Problem or error

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185

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Jun 11, 2020 0
Adobe Employee ,
Jun 11, 2020

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Hi Martin

I see a valid subscription for you based on the same email address you used to sign into the forums here.  Please check that you are signed into Lightroom Mobile with the same email ID.

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Jun 11, 2020 0
Explorer ,
Jun 13, 2020

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I am sure that I am .... I spoke with someone from Adobe 

They were supposed to sort it out ......

Nothing has happened and the 2 features are ones I use a lot 

 

any help ¿?¿?¿?¿?¿'

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Jun 13, 2020 0
Adobe Employee ,
Jun 15, 2020

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Hi Martin

Does it help to reinstall the app? 

Please note that doing this before you have your files synced to cloud storage will delete them, so please do a device backup first so you can restore your files later if needed.

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Jun 15, 2020 0
Explorer ,
Jun 16, 2020

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I had distinstalled a few weeks ago and thats when the problem occured .

seems Adobe doesnt want to help with this issue ...

Pity as they are features i use a lot and cant at the moment .

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Jun 16, 2020 0
Adobe Employee ,
Jun 16, 2020

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Martin

We are trying to help, and regret your experience is not working smoothly.  You seem to have a valid subscription from what I can see for your email ID on the server. My previous suggestions to try signing out and signing back in, or reinstalling the app are troubleshooting steps to help the app on your local device see what I see for your account.  Please try my advice when convenient, and let me know if it helps.

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Jun 16, 2020 0
Explorer ,
Jun 17, 2020

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Hello 

yes i have tried signing out and back on .....same problem 

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Jun 17, 2020 0
Explorer ,
Jun 17, 2020

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Hello 

I deinstalled again the app just now ......losing everything ofcourse 

And still I have the same problem 

 

any help please 

thanks 

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Jun 17, 2020 0
Adobe Employee ,
Jun 17, 2020

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Thanks for trying.  I hope you were able to backup your device first, so you can restore it to a point where your photos were still present in the Lightroom app.

 

This should just work.  I see your cloud storage is full, but this should not prevent you from using premium features like selective edits or the healing brush.  Only sync should be paused (until you free up space in cloud storage).

 

Do you typically sign in with email + password, or using google/facebook?  If it's using one of the social sign on services, can you verify it's the right account?  I know you did say you verified this already, but all signs and symptoms point to logging into the wrong account.

 

If you sign into your same account using our Lightroom Web app (lightroom.adobe.com), or one of the desktop apps, do you see your paid features working ok there? 

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Jun 17, 2020 0
Explorer ,
Jun 17, 2020

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thanks for your reply -

i typically am signed in all the time 

no its the same as before 

 

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Jun 17, 2020 0
Adobe Employee ,
Jun 18, 2020

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Hi Martin

I modified your last post to remove your email ID to protect your privacy.  I'll send you a direct message soon to discuss your details more privately.

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Jun 18, 2020 0
Explorer ,
Jun 18, 2020

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thank you Charlie 

 

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Jun 18, 2020 0
Explorer ,
Jun 18, 2020

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Hi Charlie 

All sorted .....

Found that on Mac Air was signed in with one gmail account and on phone another .....

 

So now all working .

T&hanks for your help and patience with my stupidity 

 

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Jun 18, 2020 1