Restore Purchase on iOS not working

Mar 01, 2019

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Dear Adobe,

since you dont give me any other option to get to your support, i have to post it here.

I just renewed my lightroom mobile subscription on the ipad, but it crashed. Now apple-Store shows me that I have succesfully subscriped and am paying 4,99, but in the lightroom app, choosing restore purchases doesnt work. Just shows me a rotating circle for like ever.

Installed Lightroom mobile on iphone, same result!

Could you please fix my account!

And why do i have to post this in a forum, and not just give me a [......]  email-adress?????

Very bad user experience!!

JM

[Moderator note: profanity removed on public forum according to forum rules.]

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Restore Purchase on iOS not working

Mar 01, 2019

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Dear Adobe,

since you dont give me any other option to get to your support, i have to post it here.

I just renewed my lightroom mobile subscription on the ipad, but it crashed. Now apple-Store shows me that I have succesfully subscriped and am paying 4,99, but in the lightroom app, choosing restore purchases doesnt work. Just shows me a rotating circle for like ever.

Installed Lightroom mobile on iphone, same result!

Could you please fix my account!

And why do i have to post this in a forum, and not just give me a [......]  email-adress?????

Very bad user experience!!

JM

[Moderator note: profanity removed on public forum according to forum rules.]

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Mar 01, 2019 4
109 Replies 109
Adobe Employee ,
Mar 01, 2019

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Hi JM

Sorry for the trouble you had.  Please try "Restore Purchases" in the Lightroom app settings for your user account.  To get there, tap the 3-dots button at the top right, then Settings, then your user name.  You should see Restore Purchase there, or otherwise you will see "You're subscribed" once it's set up right.  the Lr Mobile settings, which can be triggered via the top left Lr-icon in albums view and when you then tab on the first account-entry.

If you still see the problem then first try signing out of your iTunes ID so that when you later try Restore Purchase, Apple will verify your account.  To do this, open your iPad's Settings app, navigate to iTunes & App Store, tap on your Apple ID and then Sign Out.  Then try Restore Purchase again in the Lightroom app.

If this still doesn't work, then please be sure you are signed into the same Adobe account you used to post your message here.

--Charlie

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Mar 01, 2019 0
Mar 25, 2019

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Dear Charlie,

I am having the same problem. I tried signing out of my iTunes ID and verified my account but it is still not working.

Please fix.

Thanks

PJ

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Mar 25, 2019 0
Adobe Employee ,
Mar 26, 2019

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I do see an active subscription for you.  I will send you a private message with more info, so we don't have to discuss your account details publicly here.  Please look for a direct email from me.

--Charlie

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Mar 26, 2019 0
Apr 12, 2020

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Hey Charle,

 

I'm facing the exact same issue. Please assist?

 

Thanks

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Apr 12, 2020 1
Apr 12, 2020

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I have the same problem! I need help soon because I need to finish some work!!!

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Apr 12, 2020 0
Adobe Employee ,
Apr 14, 2020

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Hi Raukph and Jordan, 

We are truly sorry for the difficulty you've experienced, and believe we have now resolved the issue. Please let us know if you are still not able to access Lightroom Premium service.

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Apr 14, 2020 0
Jun 07, 2020

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Hey Charlie - Having the exact same issue.  New macbook trying to restore LR, signed out of iTunes, etc...please help!

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Jun 07, 2020 0
Adobe Employee ,
Jun 08, 2020

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Hi 'ehannah'

I work on the LR iOS team, and can sometimes help with that app.  I was able to check the account you used here for any app purchase history and I see none.  My guess is that you have purchase history connected to another email address/login.  I recommend you reach out to Support -- they have tools which may be able to help you identify the correct account you need to sign into.  Contact options are listed at: https://helpx.adobe.com/contact/what-contact-options.html

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Jun 08, 2020 0
Aug 14, 2020

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Hi Charlie please can you help me, I have the same issue, can't go premium.

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Aug 14, 2020 0
Adobe Employee ,
Aug 14, 2020

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Hi Efstathios5E56

I see a valid subscription for you.  Can you please check again?

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Aug 14, 2020 0
Sep 17, 2020

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Hey Charlie,

 

I am facing exactly the same issue on my ipad and iphone. I just restored my subscription right now. I already got an email confirmation from apple that I have renewed the subscription but as soon as I do it on my ipad or iphone it is not working. as well I have been trying to get into chat support but your help website is not helpful at all. 

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Sep 17, 2020 0
Adobe Employee ,
Sep 17, 2020

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Hi Kim, 

I'll send you a private message in a moment.  Please look for that.

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Sep 17, 2020 0
Apr 26, 2020

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E399FD3C-EFAA-44F0-8E5D-38FF165E81D2.png

 hi I have the same problem and everytime I try and restore purchases it keeps loading with no response .

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Apr 26, 2020 0
Adobe Employee ,
Apr 26, 2020

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Hello, I see a valid subscription for you.  If you are still not able to access this, please reply so we can help further.

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Apr 26, 2020 0
Jun 15, 2020

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I have the exact same issue! It keeps loading for forever. My Apple ID says I do have the subscription though... Please help!

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

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Hello Janne

Can you please check the app again?  It should be working better for you now.

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Jun 15, 2020 0
Sep 14, 2020

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Mine comes up exactly the same please help!

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Sep 14, 2020 0
Adobe Employee ,
Sep 14, 2020

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Hi Courtney

I'm getting some help from our server team to try and understand what's happening with your account.  Did you cancel and then try to resubscribe within a few days?  

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Sep 14, 2020 0
Sep 14, 2020

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The free subscription had run out then I resubscribed 

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Sep 14, 2020 0
Adobe Employee ,
Sep 15, 2020

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Hi again Courtney

I now see a valid subscription for your account.  Can you check that this is now working OK for you?

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Sep 15, 2020 0
Apr 29, 2020

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I have the same issue please help

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Apr 29, 2020 0
Adobe Employee ,
Apr 29, 2020

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I see a valid subscription for the same ID you used to sign into the forums.  Is this working OK for you now.  if not, does restarting the app help?  

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Apr 29, 2020 0
May 08, 2020

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I have de the same problem, I already tried, but I still can't get premium. Could you help me? Please 

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May 08, 2020 0
Adobe Employee ,
May 08, 2020

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'Mkalebtmtz', this should be fixed now, please try again. Thank you!

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May 08, 2020 0
Dec 29, 2020

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I have the same problem please help 

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Dec 29, 2020 0
Adobe Employee ,
Jan 04, 2021

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Hi 'default19asiqplcq4t'

 

I see you have more than once account.  I will send you a direct message with some advice

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Jan 04, 2021 0
Jun 06, 2020

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Hi,

 

I also have the same problem. Had to factory reset my Mac after a fault and now can't restore my purchase. Please also assist 

 

thank you

 

Dan

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

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Daniel, is you queastion about restoring your Mac App Store purchase for Lightroom, or another Adobe app?

For the email ID you used to post on the forums, there is an account with new history of Lightroom usage.

If you are indeed asking about Lightroom, is it possible you have another account you can try signing into?  

It might help if you contact Adobe Support directly -- contact options here: https://helpx.adobe.com/contact/what-contact-options.html

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Jun 08, 2020 0
Jul 12, 2020

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I am having the same problem. Please Fix it, i need to use Photoshop On my ipad but i can´t used!!!

 

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Jul 12, 2020 0
Adobe Employee ,
Jul 13, 2020

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Could you give it a try again and let me know if its now working. - Guido/ Lr Mobile QE

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Jul 13, 2020 0
Jul 16, 2020

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Hey Charle,

 

I'm facing the exact same issue. Please assist?

 

Thanks

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Jul 16, 2020 0
Adobe Employee ,
Jul 21, 2020

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Hi Subbu

I see a valid Lightroom Desktop subscription from the Mac app store for the account based on the same email address you used to post on the forums.  Are you seeing this work OK now?  If not, does signing out and signing back in help?

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Jul 21, 2020 0
Jul 28, 2020

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3EDAD62F-6A5E-4A19-9276-94642131503A.jpeg

5E389D20-AC11-4F35-9EC8-307520662CBA.jpeg

Hi Charlie,

I am also having trouble same problem. I recently realized that the plan I subscribed to through the mobile store is the wrong one (100 GB plan) and didn't provide desktop access. I cancelled this plan a reaubscribed to the 1TB plan. When I log in, it still shows the old 100

GB plan. Please see images attached of both subscriptions. Maybe I'm using the wrong id? Please help. 

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Jul 28, 2020 0
Adobe Employee ,
Jul 29, 2020

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Hi Kpopfangirl

It seems you previously had a Lightroom 1 TB plan subscription, and though this has lapsed it somehow appears still active -- maybe this is preventing the system from accepting the new Lightroom 1 TB subscription.  I'll need to get some Adobe Support on this matter--I'll follow up when I have news for you.

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Jul 29, 2020 0
Adobe Employee ,
Jul 29, 2020

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Hi again Kpopfangirl,

I just sent you a direct message with some advice to try.

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Jul 29, 2020 0
Sep 02, 2020

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Dear Charlie,

 

I am having the same problem. I tried signing out of my iTunes ID and verified my account but it is still not working.

 

Please fix.

 

Thanks

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Sep 02, 2020 0
Adobe Employee ,
Sep 02, 2020

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Hi Natalia, this particular forum is for Lightroom Mobile users.  Are you having issues with the Photoshop subscription I see on your account?  You might try posting in the separate forum for Photoshop Mobile: https://community.adobe.com/t5/photoshop-for-mobile/bd-p/Photoshop-for-Mobile

 

For the fastest help, please reach out to Adobe Support directly.  Visit https://helpx.adobe.com/contact.html, sign in, and then click the chat button at the bottom right

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Sep 02, 2020 0
Oct 02, 2020

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Charlie, I have the same  issue and I've tried everything. Still doesn't work.

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Oct 02, 2020 0
Adobe Employee ,
Oct 02, 2020

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Hi Pamela

Are you signed into Lightroom with the same email address you used for the forums?  I see a valid Lightroom Mobile Premium subscription should be working for you under this email address?  Does restarting the app help?  Let me know if this is working OK for you now.

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Oct 02, 2020 0
Oct 25, 2020

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Hi Charlie! 

I am having similar issues. I accidentally logged out of my LR app and when I got back on all of my stuff was removed. I tried restoring my purchases and it wouldn't let me. I went into my settings to make sure my subscription was still active (it is) so I logged out of my iTunes and back in and tried to restore purchases again and it still isn't letting me. Any help would be greatly appreciated! 

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Oct 25, 2020 0
Adobe Employee ,
Oct 26, 2020

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Hi Kelsie

You are signed into the wrong Adobe account.  I will send you a direct message in a moment with more info.

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Oct 26, 2020 0
Jan 18, 2021

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Mine says you're subscribed but still isn't working.

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Jan 18, 2021 0
greule LATEST
Adobe Employee ,
3 hours ago

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I can see a valid subscripiton applied to the adobe-id which you use for this forum. Could you try to re-sign-in - Hope this helps - Guido/ Lr Mobile QE

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3 hours ago 0
Sep 17, 2019

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Dear Charlie,

 

I have done all the things which you have advised above, but still I’m unable to restore the purchase. Instead lightroom is stuck in the attached photo. Please help me to resolve it

B474C884-287C-4EF0-99FD-DEFB78C674AE.png

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Sep 17, 2019 1
Adobe Employee ,
Sep 20, 2019

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Hi 'sazzadsa' we're going through a change of the forums tool Adobe uses, and I lost track of our previous conversation. Let me send you a direct message to get more info about your account.

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Sep 20, 2019 0
Apr 12, 2020

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Hi there,

 

I just ran in the exact same problem. I renewed my subscription and got stuck on the loading page. I tried everything (including App Store logout), and every time I tried to restor purchase, I can't pass the loading screen. 

Any idea ?

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Apr 12, 2020 0
Apr 14, 2020

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DADCDEB2-3138-4A6D-8A84-167ACE52782E.png

CAF71BF0-A42D-4688-A58E-41430B642356.png

Hi, I also have the same problem. I tried all the method above and noting is working. Now I'm log in by my Apple ID and it said that my account w

B9CC35AD-89E7-48D7-9B5E-2C7D444A43A8.png

 as you can see in the picture that I already subscribe the premium. And after I tried to restore purchase, I stuck with this process and same as every on 

as expired

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Apr 14, 2020 0
Apr 14, 2020

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The issue is solved this morning, I just launched the app and subscription was enabled

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Apr 14, 2020 1
Adobe Employee ,
Apr 14, 2020

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Hi Fred

Thanks for your report, and bearing with this problem while we investigated.  We are truly sorry for the difficulty you've experienced.

Kind regards,

Charlie

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Apr 14, 2020 0
Adobe Employee ,
Apr 14, 2020

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Hi Navarit

As you may have seen just now in my previous reply to this thread, we think we've found and fixed the issue here.  We sincerely apologize for the interruption of service.  Please let us know if you are still not able to access Lightroom Premium service.

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Apr 14, 2020 0
Apr 14, 2020

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I am having the same problem. This is ridiculous! Please restore my purchase. Nothing works. I just get the spinning circle 

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Apr 14, 2020 0
Apr 14, 2020

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Hey, I am currently stuck and can't renew my Lightroom premium. I tried to restore the purchase and it would get stuck on a loading screen. Please help?!

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Apr 14, 2020 0
Adobe Employee ,
Apr 15, 2020

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Hi again Jeeohvahnee

I replied to one of your other posts.  If ever your need is urgent, please contact Adobe Support for immediate assitance using Conact Info found at https://helpx.adobe.com/support.html

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Apr 15, 2020 0
Adobe Employee ,
Apr 15, 2020

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Hi EnsonG

I see a valid subscription for you.  Does it help if you relaunch the app or sign in again?  Please be sure you are signed in with the same email ID you used for these forums.

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Apr 15, 2020 0
Sep 20, 2019

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I am in the exact same predicament! It started last night. I am now paying for something that I can’t use!

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Sep 20, 2019 0
Adobe Employee ,
Sep 23, 2019

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Sev95, I see a valid subscription for your account. Please be sure you sign inn using the same email ID you used to post on the forums here. If LRM still doesn't show you premium features, please try "Restore Purchases" in the Lightroom app settings for your user account. To get there, tap the 3-dots button at the top right, then Settings, then your user name. You should see Restore Purchase there, or otherwise you will see "You're subscribed" once it's set up right.  If Restore Purchase fails with an error, what is the error message?

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Sep 23, 2019 0
Sep 23, 2019

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I’m having the same problem, tried every suggested method without success. Please advise

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Sep 23, 2019 0
Adobe Employee ,
Sep 23, 2019

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Hi deelo23, similar to what I posted above, I see a valid subscription for your account. Please be sure you sign inn using the same email ID you used to post on the forums here. If LRM still doesn't show you premium features, please try "Restore Purchases" in the Lightroom app settings for your user account. To get there, tap the 3-dots button at the top right, then Settings, then your user name. You should see Restore Purchase there, or otherwise you will see "You're subscribed" once it's set up right.  If Restore Purchase fails with an error, what is the error message? Does signing out and back in, or reinstalling the app help?

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Sep 23, 2019 0
Oct 27, 2019

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I'm having the exact same problem! Renewed the subscription through Apple but the Lightroom says I need to buy it again! I'm using the same account on both sides too, and tried reinstalling everything, signing in and out of everything. It's like Adobe doesn't want its customers to use its services...

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Oct 27, 2019 0
Adobe Employee ,
Oct 29, 2019

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Hi Ntduy. Could you try to sign-in with the same adobe-id which you are using for this forum. From what I can see is this the adobe-id which has the correct subsctiption applied. Let me know your results. - Guido/ Lr Mobile QE

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Oct 29, 2019 0
Dec 02, 2019

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Im having the same issue. I have purchased the premium features but im stuck with this loading screen which is shown below. 

15753162142603600700377846108347.jpg

Please help me fix this coz i badly need to do some things in lightroom. By the way im using my apple id for purchasing the premium features.

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Dec 02, 2019 0
Adobe Employee ,
Dec 03, 2019

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Hi 'Gian22'

I think I see the problem.  It's a case of account confusion, I believe.  Please try signing in using the Apple and not Adobe ID login on the Lightroom app's login screen.

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