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I’ve paid for Lightroom CC subscription (and have receipt) but premium functionality is still not available. Have tried restoring purchases, logging out/in etc.

New Here ,
Dec 22, 2017 Dec 22, 2017

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I’ve paid for Lightroom CC subscription (and have receipt) but premium functionality is still not available. Have tried restoring purchases, logging out/in etc.

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Adobe Employee , Jan 03, 2018 Jan 03, 2018
I'm sorry for the inconveniences. Pease let me know in case you still have problems to get access to the premium features. What I've heard from our entitlement service dev is that your accounts should be fixed. -Guido/ Lr Mobile QE

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New Here ,
Dec 22, 2017 Dec 22, 2017

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Same proble here support is no help on this issu.

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Adobe Employee ,
Dec 27, 2017 Dec 27, 2017

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Hi ggggg ggd, did I get it right that your Lr premium subscription is listed under ios-seetings->iTunes&App Store when you long tab the apple-id to view the subsciption state? - Guido/ Lr Mobile QE

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New Here ,
Dec 27, 2017 Dec 27, 2017

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Hi Greeks I not sure what settings you want me to go to but here is my subscription state for lightroom active premium

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New Here ,
Dec 27, 2017 Dec 27, 2017

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Please help. I am having the same issue.

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New Here ,
Dec 29, 2017 Dec 29, 2017

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Same here, having the same issue. Please assist us.

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New Here ,
Dec 29, 2017 Dec 29, 2017

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Hi, i had the same issue When i subscribed. Just go to your account and hit restore purchases, i then followed through and pressed get premium and it worked for me. Hope this helps.

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New Here ,
Dec 29, 2017 Dec 29, 2017

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Hi have gone to restore the purchase, uninstalled the app and try signing out and in still nothing work. As pointed out by the original poster

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New Here ,
Dec 30, 2017 Dec 30, 2017

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I also have this issue. I hope this can be answered before year ends.

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Community Beginner ,
Dec 30, 2017 Dec 30, 2017

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I have the same issue pls help

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Adobe Employee ,
Jan 03, 2018 Jan 03, 2018

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I'm sorry for the inconveniences. Pease let me know in case you still have problems to get access to the premium features. What I've heard from our entitlement service dev is that your accounts should be fixed. -Guido/ Lr Mobile QE

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New Here ,
Jan 03, 2018 Jan 03, 2018

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Ok my is working now thanks

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New Here ,
Jan 08, 2018 Jan 08, 2018

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Please help me I have the same problem I all ready paid and can not activate my acuont and cant find help anywhere I have no idea if you guys have to send a password or something like a serial number 

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New Here ,
Jan 08, 2018 Jan 08, 2018

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by the way I have aallrerady sing in and CC wont let me activate my accuont

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New Here ,
Jan 19, 2019 Jan 19, 2019

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Mine is having the same problem, can someone help me? I’m paying every month but it won’t let me use the premium services?

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Adobe Employee ,
Jan 21, 2019 Jan 21, 2019

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Could you try a "Restore Purchases" via 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 try to sign-out from iTunes&App Store via the iOS settings. Just tab the navigate to iTunes&App Store and long-tab your apple id which brings up the option to sign-out.

Afterwards start the renewal process from within LrMobile again and once prompted add your apple-id and credentials.  Hope this helps.

If not could you please send us  a Lr Mobile diagnostic log which can be triggered when you  open up the  Lr Mobile settings via the top right 3-dot menu and  then navigate in to the Help&Support section and long-tab "Access our Support Forum"-entry and a  diagnostic log will be generated and attached to your local mail client. Hope this helps to get a clue about your issue.

- Guido/ Lr Mobile QE

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New Here ,
Jan 21, 2019 Jan 21, 2019

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Ive done the first two and nothing has changed. I dont understand what you mean about the diognotic log? I go to help&support bit and it just takes me to previously asked questions by other customers? Surely someone can just use my email address to see my account?

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Adobe Employee ,
Jan 21, 2019 Jan 21, 2019

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The diagnostic log gives help a lot to get a clue about your issue. Just long-tab (for approx 3 sec) the "Access our Support Forum"-entry and a log will be created and attached to your local mail-client.  - Guido/ Lr Mobile QE

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Community Beginner ,
Jan 26, 2019 Jan 26, 2019

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Hello!

I'm also having this problem and have been for a few months. Using Android and the Lightroom Mobile CC app has always shown that it's in trial mode despite me having purchased CC for the past like 2 years. The trial seemed to reset itself whenever there was any update but now I cannot access my synced files. Very annoying.

Tried signing out and signing back in, tried reinstalling, double checked active subscription, etc

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Adobe Employee ,
Jan 28, 2019 Jan 28, 2019

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Hi Aron, please read this article.

Lightroom CC desktop and mobile apps unavailable to Education memberships purchased from Kivuto

It looks like that you are using a third-party educational subscribtione which do not include the Lr Mobile service.

-

Guido/ Lr Mobile QE

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Community Beginner ,
Jan 28, 2019 Jan 28, 2019

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Ah gotcha. Any way I can convert to an educational subscription direct from Adobe?

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New Here ,
Feb 19, 2019 Feb 19, 2019

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I have the same issue please help!

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Adobe Employee ,
Feb 20, 2019 Feb 20, 2019

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Hi Miguel. Did I get it right that you have the subscription listed as active under you iOS Subscription settings?

Could you try a "Restore Purchases" via the Lr Mobile settings and make sure that you are signed-in with the same Adobe-id which you use for this forum..., you can open up the settings via the top right 3-dot menu in albums view and when you then tab on the first account-entry you will see the "Restore Purchases" -trigger

If you still see the problem try to sign-out from iTunes&App Store via the iOS settings. Just tab the navigate to iTunes&App Store and long-tab your apple id which brings up the option to sign-out.

Afterwards start the renewal process from within LrMobile again and once prompted add your apple-id and credentials.  Hope this helps. - Guido/ Lr Mobile QE

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New Here ,
Feb 20, 2019 Feb 20, 2019

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Yes ios is correct, off my ipad. Just signed out of itunes and app store and signed back in, triggered restore purchases but same problem happened. says my subscription is expired.. idk what to do next 😕

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Adobe Employee ,
Feb 21, 2019 Feb 21, 2019

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Hi Miguel

I understand you tried Guido's advice already, but looking at your account it seems after your posted your message our server updated you to an expired state last night -- this may allow you to resubscribe now.  Please try again.  If you have both an iPhone and an iPad, it may help to use the same device that originally made the subscription.

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