Restore Purchase on iOS not working

[#1]

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.]

[#2]

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.]

[#3]

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

[#4]

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

[#5]

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

[#6]

Hey Charle,

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

Thanks

[#7]

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

[#8]

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.

[#9]

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

[#10]

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

[#11]

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

[#12]

Hi Efstathios5E56

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

[#13]

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. 

[#14]

Hi Kim, 

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

[#15]

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

[#16]

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

[#17]

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

[#18]

Hello Janne

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

[#19]

Mine comes up exactly the same please help!

[#20]

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?  

[#21]

The free subscription had run out then I resubscribed 

[#22]

Hi again Courtney

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

[#23]

I have the same issue please help

[#24]

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?  

[#25]

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

[#26]

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

[#27]

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

[#28]

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

[#29]

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

[#30]

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

[#31]

Hey Charle,

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

Thanks

[#32]

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?

[#33]

 

 

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. 

[#34]

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.

[#35]

Hi again Kpopfangirl,

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

[#36]

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

[#37]

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

[#38]

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

[#39]

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.

[#40]

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 ?

[#41]

 

 

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

 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

[#42]

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

[#43]

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

[#44]

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.

[#45]

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

[#46]

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?!

[#47]

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

[#48]

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.

[#49]

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

[#50]

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?

[#51]

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

[#52]

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?

[#53]

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...

[#54]

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

[#55]

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

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.

[#56]

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.

[#57]

Update: After credit card charged notice, it's working now, thanks.

I'm having the same problem.

I have tried restore purchase and sign out - sign in method,  reinstall app ...etc

[#58]

Hi, i have the same issue. When I click restore purchases, the circle starts circling like forever but nothing happens. My subscription is through Apple and is active, but the Lightroom mobile app says it expired. I tried deleting the app, turning my phone off and on, reinstalling the app. Still the same issue. Please help

[#59]

Hi Jordan

I just replied to your first post (another 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.

[#60]

I am having the same problem. Please help. I need access ASAP!

[#61]

 

[#62]

Hi Jeeohvahnee

I see a healthy valid subscription for you.  If you don't see it, try restarting the app, and then try signing in again.  Please sign in with the same email ID you used for these forums here.  

[#63]

I also have same problem, cannot restore purchase. please help ASAP 

 

[#64]

Hello aditwayer, this should be fixed now.. Can you please check the app again?

[#65]

I have the same problem, I can't pass the cycle, it's loading forever, please help I tried everything... I seriously can't be paying for something I can't use this is nonsense 😡😡

IOS 

[#66]

Hi Leeroy

Does that spinner ever complete?  I'll send you a private note with some more info.

Thanks,

Charlie

[#67]

Same exact problem. Tried logging out and back in on the App Store and lightroom several times and it won't work. When trying to restore purchase it's a screen that never loads 😡

[#68]

Hi Kwri457

I'm sorry for the difficulty.  I see a valid, healthy subscription for you on our side.  Is this working OK for you now?  Please be sure to sign in using the same email ID that you used for the community forums here.

[#69]

I am also experiencing the same issue. I've logged out and back in more than once. 

[#70]

Hi Aroderick

I don't see any Lightroom Mobile subscription for the account you used to sign in here.  If your mobile purchase did go through and shows in your apps store subscription history, try this advice to help Lightroom see and restore that subscription: https://helpx.adobe.com/lightroom-cc/kb/lightroom-mobile-in-app-purchase-issue.html

Otherwise, is it possible you have more than one account/email address registered with Adobe?  Perhaps your alternate login provides access to your subscription.

[#71]

This is the account that I used. And none of that worked for me. I know for sure that the purchase went through. Should I just contact Apple to cancel?? This is so strange.

[#72]

Hello 'amariahh86029873'

It seems like you are the same user as 'Aroderick' above.  I see ansubscription for you under this other account and on our side it is looks like there is a payment issue.  Please contact Adobe Support directly -- you can find contact info here: https://helpx.adobe.com/contact.html