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Re: Lightroom mobile/ premium not working

New Here ,
Jan 27, 2018

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I have the same problem. Also tried logging in and out

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Re: Lightroom mobile/ premium not working

New Here ,
Jan 27, 2018

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I have the same problem. Also tried logging in and out

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Jan 27, 2018 1
Adobe Employee ,
Feb 05, 2018

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Hi Josua. I've just send you a privat message how to solve your issue. Let me know if that works for your. - Guido/ Lr Mobile QE

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Feb 05, 2018 1
New Here ,
Feb 05, 2018

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Guido, I am having the same issue in Android with not being able to access the premium features even though I have a subscription.

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Feb 05, 2018 0
Adobe Employee ,
Feb 09, 2018

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Hi bryana79048179​, Can you please let me know your Adobe id? Also can you please login to Lightroom Android and send us a diagnostic log. Process to generate a diagnostic log is:

  1. Launch Lightroom, and tap on top left Hamburger icon to open the Settings Panel.
  2. On Settings Panel, long press on the top left “Lr” icon.
  3. Tap on “Send Feedback” button (appeared after step #2) from settings panel. This will open up your email client after few moments and attach the logs.

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Feb 09, 2018 1
New Here ,
Mar 11, 2018

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Hi, I also seem to be experiencing the same issue. Upgraded to premium but saying purchase not complete and can’t restore purchases. Please advise? Thanks

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Mar 11, 2018 0
Adobe Employee ,
Mar 11, 2018

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Hello, Can you please let me know the device details and the order number (if generated)?

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Mar 11, 2018 0
New Here ,
Mar 11, 2018

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Hi, I’m using my iPhone purchased through the App Store. I didn’t receive a order number as at the time of purchase I was logged into Lightroom CC via Facebook? I’ve since created a seperate sign to link to my regular email.

Is there anything else I can send you?

Thanks,

Rhiannan

Sent from my iPhone

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Mar 11, 2018 0
Adobe Employee ,
Mar 12, 2018

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Hi. Did you purchase the Lr Subscription on a different device? Could you try to  re-sign-in via the app store. 

Here  are the steps:

sign-out via iOS settings->iTunes&appstore->then start the Lr purchase process again and once prompted sign-in with the Apple-id and finish the process with final OK confirmation. Let me know if that helps.

Maybe you need to run in addition a "Restore Purchases" from the Lr Mobile seetings, which you can access via the top left Lr-icon

-Guido/ Lr Mobile QE

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Mar 12, 2018 0
New Here ,
Mar 12, 2018

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Hi, no, I’m only using the one device, my iPhone. I’ve logged out of the app and iTunes several times and all I’m getting within Lightroom cc in both “upgrade” and “restore purchases” is the “unable to complete purchase” message. It shows as a purchase in my iTunes account and I received email confirmation.

Please advise?

Thanks,

Rhiannan

Sent from my iPhone

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Mar 12, 2018 0
Adobe Employee ,
Mar 12, 2018

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Did I get it right that you Signed-in via Lr Mobile to the app-store when prompted and you confirmed all the upoming dialogs with O?
Do you have more then 1 Adobe id?

-

Guido/ Lr Mobile QE

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Mar 12, 2018 0
New Here ,
Mar 12, 2018

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When I first decided to purchase I was logged in through Facebook, when it didn’t work I created a proper sign in (instead of going through the Facebook channel) which is the account I’m using to speak with you now?

Sent from my iPhone

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Mar 12, 2018 0
Adobe Employee ,
Mar 13, 2018

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Could you give it a try again and re-sign-in with rhiannan.nye@icloud.com via the Lr Mobils settings.   This should work for you now. - Guido

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Mar 13, 2018 0
New Here ,
Mar 13, 2018

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All sorted - Thanks for your help.

Sent from my iPhone

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Mar 13, 2018 0
New Here ,
Mar 17, 2018

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Screenshot 2018-03-18 11.45.10.pngi order but not  inn yet help

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Mar 17, 2018 0
New Here ,
Oct 10, 2018

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I’m experiencing the same issues as everyone on here and my subscription doesn’t expire till November 4th. I’m unable to use the premium feature. I tried everything you instructed but still no solution. Please help!

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Oct 10, 2018 0
New Here ,
Mar 17, 2018

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Hello there,

I‘m also experiencing the same issue. I’m on an iPhone X, iOS 11.2.6. I made the purchase yesterday within the app via iTunes. However, I’m being charged for the monthly subscription on iTunes and I did receive an email confirming the same. But the subscription doesn’t seem to reflect on the app or adobe account itself. I signed up using using Facebook. When I try to click on premium features, Im again asked to purchase, and when I do so, I receive a pop up stating “you are already subscribed “ with information on when the subscription would renew again and so on. Underneath it, on the Lightroom cc app, it states “ something went wrong, we’re having trouble  processing your purchase at the moment. Try again later”

Please help!

**Update:

I signed out of the LR on mobile and signed in again. Then clicked on restore purchases, and that seemed to solve my issue.

Now it shows subscribed on the account information and the premium options are available as well.

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Mar 17, 2018 0
New Here ,
Nov 01, 2018

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I am have the same issue. I cannot use any of the Selective tools. I have logged out and back in. Please help

Karl

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Nov 01, 2018 0
New Here ,
Mar 29, 2020

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i’m having this issue. please help me. it says "duplicate purchase" but i already contacted adobe and they said i don't have an adobe with any of the emails i have given them and i've given them all my possible emails. I really want to use this feature. please help !

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Mar 29, 2020 0
Adobe Employee ,
Mar 30, 2020

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Hi Mariah

I will send you a direct message, so we can discuss your account details more privately.

 

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Mar 30, 2020 0
New Here ,
Mar 17, 2018

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My Lightroom is doing the same saying I have a duplicate account With a different adobe ID. Also when I try to purchase it says it’s having trouble purchasing.

(Edited By Moderator to Remove Email Address)

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Mar 17, 2018 0
Community Beginner ,
Apr 14, 2018

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Hi, I'm having the same issue on my iPhone X running iOS 11.3.

I tried reinstalling, sign out/in and restoring purchases but it give me an error that says "Unable to complete purchase".

I already received an email from Apple that my purchase for the subscription was successful.

EDIT: I also tried signing out and in to Apple App Store but the error still appears when restoring purchase

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Apr 14, 2018 1
New Here ,
Apr 22, 2018

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Hi, I am also having this issue.  It says I have been subscribed and I have the receipt for my subscription payment but I can't access premium tools. Can you help pls?

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Apr 22, 2018 1
Adobe Employee ,
Apr 23, 2018

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

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Apr 23, 2018 0
New Here ,
Sep 25, 2019

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I’m having the same issues, please help

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Sep 25, 2019 0
Adobe Employee ,
Sep 29, 2019

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Hello, I see your Lightroom Mobile Premium service started on September 13, when your free 7-day trial period ended. Your subscription looks active. Please be sure your are signed into Lightroom using the same email ID you used to post here on the forums. If you are signed into the correct email ID, please then try Restore Purchase from the Lightroom app settings. If you still need help, please reply.

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Sep 29, 2019 0
New Here ,
Sep 24, 2018

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Having the exact same problem, none of the above solutions worked

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Sep 24, 2018 0
Adobe Employee ,
Sep 24, 2018

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Hi Greg. I've just send you a private message. It looks like that you are signed-in with the wrong adobe-id. Please try the one I've send to you. - Guido/ Lr Mobile QE

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Sep 24, 2018 0
New Here ,
Jun 15, 2020

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I'm using mu s7 edge mobile on light room but it always says something went wrong when signing in after updating to v 5.2.2

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Jun 15, 2020 0