Restore Purchase on iOS not working

New Here ,
Mar 01, 2019 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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New Here ,
Feb 13, 2021 Feb 13, 2021

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So this issue is happening because I have a mobile account?  But I started the trial (which I later turned into an annual subscription from my mac).  Is this something I need to contact about apple to change this from mobile to mac?

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New Here ,
Feb 13, 2021 Feb 13, 2021

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On with apple as we speak, just rebought the subscription.  Now when I try to get into lightroom on mac I get this message.  Apple can't seem to figure it out because on my end I have paid again and subscription looks correct. 

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Adobe Employee ,
Feb 14, 2021 Feb 14, 2021

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@defaulttjyn2yyxsng1 

 

"On with apple as we speak, just rebought the subscription" On our side, I still see only the Lightroom Mobile Premium subscription, so if this is what Apple helped you "re-buy" this will still not help you get access to Lightroom Desktop.  

 

Please contact Adobe Support directly:  visit https://helpx.adobe.com/contact.html, sign in, and then select the chat option.  Explain that you need help canceling your current Lightroom Mobile subscription so that you can instead buy the subscription via the dsektop app (which provides access to both desktop and mobile apps).  

 

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New Here ,
Apr 29, 2020 Apr 29, 2020

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I have the same issue please help

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Adobe Employee ,
Apr 29, 2020 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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New Here ,
May 08, 2020 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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Adobe Employee ,
May 08, 2020 May 08, 2020

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

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New Here ,
Dec 29, 2020 Dec 29, 2020

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I have the same problem please help 

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Adobe Employee ,
Jan 04, 2021 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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New Here ,
Feb 05, 2021 Feb 05, 2021

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Hello, I cannot restore my purchases on my Macbook. Some help would be great. Thanks!

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Adobe Employee ,
Feb 07, 2021 Feb 07, 2021

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Hi Vilma,

I see a valid Lightroom Mobile Premium subscription for the account you used to post for help.  The Mobile subscription does not provide paid service for the Lightroom desktop app for Mac.  If you also need Lightroom for Mac, you might consider canceling the mobile subscription and instead start a new Lightroom subscription through the Mac App Store, or choose one of the various plans offered directly from Adobe as described at https://www.adobe.com/creativecloud/photography/compare-plans.html 

 

Hope this helps a bit!

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New Here ,
Jun 06, 2020 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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Adobe Employee ,
Jun 08, 2020 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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New Here ,
Jul 12, 2020 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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Adobe Employee ,
Jul 13, 2020 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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New Here ,
Jul 16, 2020 Jul 16, 2020

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Hey Charle,

 

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

 

Thanks

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Adobe Employee ,
Jul 21, 2020 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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New Here ,
Jul 28, 2020 Jul 28, 2020

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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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Adobe Employee ,
Jul 29, 2020 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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Adobe Employee ,
Jul 29, 2020 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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New Here ,
Sep 02, 2020 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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Adobe Employee ,
Sep 02, 2020 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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New Here ,
Oct 02, 2020 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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Adobe Employee ,
Oct 02, 2020 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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New Here ,
Oct 25, 2020 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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