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Current project disappeared right after upgrade to Rush Premium

Community Beginner ,
Dec 28, 2023 Dec 28, 2023

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After the Crash-Bug got solved I was OK subscribing to Premium again. Right after the purchase got acknowledged and Rush changed from free to Premium, out of a sudden my current one and only Project (locally on my iPad Pro) disappeared from the Project list and the list was empty. After closing the app and reopening, my three old projects were shown in the list (which were synced online prior to the crash-bug).

 

So much work has gone into my current project and I don't understand why it now disappeared from the project list right after the Re-Upgrade to Premium?! Please help me getting back my project!!

 

TOPICS
Cloud sync , Error or problem , Mobile version

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correct answers 1 Pinned Reply

Adobe Employee , Dec 30, 2023 Dec 30, 2023

How weird, @EuroHopper. Please contact us here: https://helpx.adobe.com/contact.html. Ask for the video queue once you are connected with a live person. I hope they can help you restore your projects from their end. Let us know how it goes.

 

Thanks,

Kevin

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Adobe Employee ,
Dec 30, 2023 Dec 30, 2023

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How weird, @EuroHopper. Please contact us here: https://helpx.adobe.com/contact.html. Ask for the video queue once you are connected with a live person. I hope they can help you restore your projects from their end. Let us know how it goes.

 

Thanks,

Kevin

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Community Beginner ,
Jan 02, 2024 Jan 02, 2024

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Hey, thanks for the advice. Will try to get help there.
Btw, I am really sad that the support for syncing the projects will no longer be supported - that was my key feature why I decided to go for the Premium license! Unfortunately also cancelling the Premium subscription did not work as expected,, I need to pay the entire year although I will most likely have to find something else for video editing which allows sync between devices.
Will update you on the video restore….
Cheers,
Christian
https://www.instagram.com/eurohopper.overland

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Community Beginner ,
Jan 02, 2024 Jan 02, 2024

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So, finally I was sent around through various support teams and engineers, advanced engineers, to cancellation team etc… Finally - my video project data is lost! Multiple support engineers confirmed to me that, if you started using Adobe Rush Mobile (e.g. on iPad) and have your local project on your device, and if you then upgrade your license to a premium subscription, your data that was not sync‘ed will be deleted!! This is ridiculous and a absolute No-Go for me! Even worse, the one reason for me buying the Premium subscription - the sync functionality across devices
- is getting end-of-support very soon which was not indicated to me prior to the license upgrade!

So, I payed 37,99€ and all I got is a data loss of my 2 months of work!!

A refund would have to be acknowledged by Apple App Store as I ran the subscription through the App Store. The App Store team from Apple refuses to refund the fee as for them there is no valid reason. This seems to be considered my personal problem and own fault…
Really upset now!

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Adobe Employee ,
Jan 05, 2024 Jan 05, 2024

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Hi @EuroHopper,

I  read your message. This sounds pretty frustrating. I'm also having trouble syncing up projects, so I can empathsize with  your situation. Sorry about that. If the App Store can't help you, please contact us here: https://helpx.adobe.com/contact.html

 

Thanks,
Kevin

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Community Beginner ,
Jan 05, 2024 Jan 05, 2024

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Hi Kevin,
thanks for that. Indeed, the App Store refuses to refund as, from their perspective, everything is fine. So basically I am lost, payed the annual premium license fee, lost my data and can start from scratch (with a total loss of trust into Rush)… so, do you see any way for a refund at least, as a restore does not work?!
Cheers,
Christian

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