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Projects disappeared afer paying for Rush subscription

Community Beginner ,
Jul 10, 2023 Jul 10, 2023

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I have been using Rush mobile free version for a while, and I decided to pay for premium subscription in order to have the flexibility to edit videos on my desktop as well. After paying for the subscription, my projects in mobile disappeared and I do not see them on desktop either. I see this is a common problem, but I haven't seen a thread yet with my specific situation. I have tried signing out and back in several times, as well as uninstalling and reinstalling the app. My projects folder is empty.

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Cloud sync , Desktop version , Error or problem , Mobile version , Storage

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correct answers 1 Pinned Reply

Adobe Employee , Jul 10, 2023 Jul 10, 2023

Hello @Scratch309946720ue1,

Sorry to hear about your troubles. Can you try a test with a new project? I have a feeling that the upgrade cannot affect projects that were created on other devices previously. The test with a new project might reveal why that is the case with your older projects created on your mobile device. Try it and report back. I invite the community to also chime in. I hope the advice helps.

 

Thanks,
Kevin

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Adobe Employee ,
Jul 10, 2023 Jul 10, 2023

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Hello @Scratch309946720ue1,

Sorry to hear about your troubles. Can you try a test with a new project? I have a feeling that the upgrade cannot affect projects that were created on other devices previously. The test with a new project might reveal why that is the case with your older projects created on your mobile device. Try it and report back. I invite the community to also chime in. I hope the advice helps.

 

Thanks,
Kevin

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Community Beginner ,
Jul 10, 2023 Jul 10, 2023

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I have created a new project on mobile and saw it replicated on desktop. I made edits on desktop and saw it replicated on mobile. My old projects that I had on mobile are still gone.

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Adobe Employee ,
Jul 10, 2023 Jul 10, 2023

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As I thought. Sorry about that...

Glad that new projects are working, though.

 

Kevin

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Community Beginner ,
Jul 12, 2023 Jul 12, 2023

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You don't have to apologize. I'm looking for what action I can take to recover my projects.

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Adobe Employee ,
Jul 12, 2023 Jul 12, 2023

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Sorry for the misunderstanding. Were they located on a different device or the same one?

 

Kevin

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Community Beginner ,
Jul 13, 2023 Jul 13, 2023

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The same one.

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Adobe Employee ,
Jul 13, 2023 Jul 13, 2023

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That's pretty strange, @Scratch309946720ue1. My advice is to contact assisted support, where you can get one on one troubleshooting with our support staff.

 

Please go here and begin a chat with our agents. The chat pod is in the lower right corner. Ask for the video queue to be routed directly to the specialists who are trained to handle such issues. I hope they can help you retrieve your legacy projects. Sorry again for the problems. 

 

Thanks,
Kevin 

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