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5 Messages

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130 Points

Sat, Jun 20, 2020 11:53 AM

How can I get my stolen photo's back?

In June 2019 I ended my Lightroom subscription. All the photo's were stored on my laptop and in the cloud. Most of these photo's I took from my two girls (from the moment they were born).

December 2019 I reactivated my account (I still have a subscription).

The laptop with all the photo's on it was stolen (got a police report to prove this) and I just received the news from Adobe that it is not possible to get the photo's from Adobe back, because I had to recover them within 90 days of the cancellation of my subscription (last year).

Of course I am devastated. These photo's from my children means a lot to me.

The friendly assistant from Adobe said that the only option to get these photo's back is to send in a request form and ask the developer team if they would be able to get my photo's back.

So, could you please take a look at my request? I would be so gratefull if you would be able to get these photo's from my two girls back!

Responses

572 Messages

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9K Points

3 months ago

Sorry to tell you but YOU should of had Local Backups of those images and all of your important documents.
This is the FIRST rule of using a computer, Back Up Everything. Redundancy is the only way to assure you don't lose all your important files.

What got uploaded to the Adobe LrC web system were just smaller smart previews of the files you synced.
And what did you expect to happen when you canceled your subscription? For Adobe to keep your files for ever.

Best of luck to you.

647 Messages

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9K Points

3 months ago

If you e-mailed any of those photos to others, you might be able to get them from the recipients. Grandparents are notorious for storing kid photos!

For future reference, there is an excellent and inexpensive remote backup service which works automatically. Check CARBONITE.COM. I have used it for years...

82 Messages

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1.4K Points

3 months ago

You need to contact Adobe Direct rather than post here.
If it's been said once, its probably been said 100 times - BACKUP. 

647 Messages

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9K Points

3 months ago

looks like she did contact Adobe directly and was told to file a form. Instead, she chose to post here...

1.3K Messages

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22.5K Points

3 months ago

According to this page https://helpx.adobe.com/manage-account/using/cancel-subscription.html , Adobe store the files for a year, not 90 days.



So I suggest that you immediately install the Lightroom Downloader from https://lightroom.adobe.com/lightroom-downloader and see if it downloads anything. Once you have accessed your account, this tool dumps anything it finds to your hard drive.

Additionally, you might log into your Lightroom Mobile Account via a web browser https://lightroom.adobe.com/libraries/. My guess is that  Adobe support was referring to the Deleted Items which does have a 90 day policy.

572 Messages

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9K Points

John the downloader you linked to looks like it is for the Cloud based Lightroom version, whether the desktop or Mobile devices version  to download all images that were uploaded to the cloud severs and not necessarily for LrC. 
But may still work.

1.3K Messages

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22.5K Points

Downloader will download whatever is in the cloud. So for files synced from Classic, it would recover any smart previews - which is better than nothing. Anything synced from mobile or Cloudy may be available in the original file format. In this situation, with no proper backup, we have to grasp at straws.

572 Messages

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9K Points

Thanks for the info John.

471 Messages

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12.2K Points

3 months ago

BTW, a key to much of this is your phrase "reactivated my account" (Dec 2019).  In other words your account is using the same Adobe ID as before.  If instead you created a new account (new adobe ID) then that needs to be taken into consideration in this discussion.  

1.3K Messages

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22.5K Points

That's correct and is why I suggest both the Downloader and using a browser to see what's up there. December does mean that the files should have remained online, but a lot can go wrong - eg syncing a new catalogue.

647 Messages

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9K Points

There is also the possibility that the thief who stole this computer used the account and got rid of those photos...

572 Messages

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9K Points

Possible. But more than likely they just sold it to get some money to get something to drink, smoke, ingest or to pay for rent because they lost whatever job they had.

5 Messages

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130 Points

3 months ago

First of all, it was stupid that I did not made a back-up. I know, my fault. Secondly, in December 2019 I got a new subscription with the same mailadress, but with a new Adobe ID. 

572 Messages

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9K Points

Quote:
I got a new subscription with the same mailaddress (should be Same Email Address?) But with a New Adobe ID.
End Quote:

As far as I know that is basically impossible. You can not have 2 Adobe IDs using the same Exact Email Address.
You can have the same first part or the same last part, before or after the @ sign, but not using the same exact complete email address.
In fact if you canceled your actual Adobe ID account you can't reuse the same email address to create a new account.
When I say email Address this is what I am talking about.

YourUserName@SomeEmailProvidersDomainName.com/net/org/whatever

Once an email address is used to create an Adobe ID it can never be used again with Adobe.

647 Messages

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9K Points

I am not clear on the situation. Is she able to get into the "new" account? If so, would Adobe be able to merge the stored data from her previous account, providing the question about that email address gets resolved...?

572 Messages

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9K Points

I am not sure it is possible and even if it is, software wise, whether Adobe would do that.
Seems like a problem with someone forging who they are to merge something that isn't theirs.

I do know other have ask for this to happen. But I don't know the outcome of the requests.

647 Messages

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9K Points

Sounds like she needs to write up a cogent request and find the right person inside Adobe in the hope that they would be able to help.

BTW, Just Shot Me, as an observer of this, I too appreciate how you are trying to help this person! Dave

572 Messages

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9K Points

@ Dave G
I'm still wondering about the OP comment about using the same Email Address and getting a New, Different, Adobe ID than the one they originally had.
I do know that is not possible.

5 Messages

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130 Points

3 months ago

Thnx for all the comments btw, really appreciated!

647 Messages

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9K Points

3 months ago

Anyone know whether she could ask Adobe to merge the two accounts?

5 Messages

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130 Points

3 months ago

Just contacted Adobe again and now they think it is possible to get a solution to this problem. They will contact me again later on. So, hopefully they manage to get the photo's back :-)

647 Messages

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9K Points

Wonderful!!! Good luck!

572 Messages

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9K Points

As stated above what was Uploaded from LR Classic was Smart Preview and not original images.
If you had taken all those photos using you phone and imported them into LR Mobile then the originals would be uploaded from your phone to the Web system.

But something is usually always better than nothing.

Adobe Administrator

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7.9K Messages

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114.6K Points

3 months ago

"got a new subscription with the same mailadress, but with a new Adobe ID. " 

This is not possible. Your email address is your Adobe ID.   You cannot use the same email address and have a different Adobe ID. 

Adobe Photography Products

Quality Engineering - Customer Advocacy 

647 Messages

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9K Points

Makes me wonder whether one or the other account was NOT originated by her, perhaps was already on the computer and that she might have purchased the computer second hand....

572 Messages

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9K Points

Rikk thank for your reply.
I wonder if the OP is referring to using the same UserName before the @ sign but with a different Domain Name after the @ sign. Thinking that is the same Email Address.
Is there anyway for you to check this on your end?

Adobe Administrator

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7.9K Messages

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114.6K Points

3 months ago

Greetings,

I am sorry for the loss of your laptop. We've reviewed your account and find no images on our servers. We do not have an option to recover your images.

Adobe Photography Products

Quality Engineering - Customer Advocacy