Lightroom CC: "Edit Disabled while your subscription is expired"

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  • Problem
  • Updated 1 year ago
  • (Edited)
I am a former Photography CC plan subscriber.  I signed up for the free trial and in the Adobe CC app that I download from it tells me I'm on a free trial.  Howeber, in Lightroom CC when I click edit it says "Edit Disabled while your subscription is expired".  I spent over 30 minutes in chat with your representative and he could not comprehend what I was explaining to him.  He kept telling me my subscription was expired.  I had to explain three times before he said he's transfer me to the technical support team, and he said I would connect instantly.  However I go into queue with a 5 minute wait.

I should not have to spend this much time even reaching a point where someone understands my issue, you should hire people that have adequate command of the english language and can read a problem description the first time.  I already was not thrilled with the idea of really having to spend 250 a year to get all the functionality I would like but was going to give this app a chance for a few days. 

At this point between the customer service experience and the fact that I would have to continue to pay in perpetuity to even use your product, I will cut my losses and go to another product that doesn't have this model and has better customer experience.
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Bill Weber

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  • fucking pissed.

Posted 1 year ago

  • 1
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Clifford Johnston

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Adobe India - I have a current nightmare situation going with them, and Adobe U.S.A.. my hard drive crashed. I replaced it, downloaded CS5, legal, and could not access it as my new hard drive did not have an older recognizable version on it. I went to Adobe Support online. I was told that Adobe no longer supports installation of CS5. I asked when they stopped this support for CS5. The response? This morning. They would not budge, but they referred me to this site. Initial response was slow coming. I sent the requested additional information weeks ago. Nothing. Meanwhile I read that Adobe has given installation support to a customer with CS3!!! AND Amazon is selling CS5. Question:. Why would anyone in their right mind buy CS5 when Adobe India has told me that they do not support its installation issues anymore??? As a 20year plus Adobe customer I am truly disappointed in their new, money-grubbing support policies.
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Rick Spaulding, Champion

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Hi Bill,

I am truly sorry you had a frustrating experience with customer service. I totally get where you're coming from and don't want to sound patronizing. So...

What, if anything, can we do to make it right?

Sincerely,

Rick
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Clifford Johnston

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What is legacy software???  Play with?
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Clifford Johnston

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Which forums?
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Donna Herewini

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I purchased lightroom cc yesterday, and I have the same problem as Bill!! only difference is I did not have the luxury of getting any replies back from customer service, what kind of business is this?  I need to edit my photos and I am now behind in my work!! I bet you wont be late in taking the monthly payments out of my bank account though.
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Gary Rowe

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Rick, a bit confused as why you tell Cliff he can download & use LR5 with his CS5 upgrade license ...
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Victoria Bampton - Lightroom Queen, Champion

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Yes, I think Rick simply misread it. We're in a Lightroom forum, after all.

> Amazon is selling CS5

Amazon themselves aren't, but third parties may still sell old boxed copies (just like you can still buy old iPhones that Apple no longer supports - the manufacturer's can't control that.)
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Bill Weber

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Change your business model.  That's the short answer.

After 30 minutes i asked for a complementary month when it was clear he wasn't getting it.  You've already gotten a lot of my money, I had the Photography plan for the majority of the time since 2014.  After getting over $400 just for software use from me (not to mention previous purchases of Lightroom 3, 4 and 5 before you started the CC plan), I don't think a free month was much to ask for given that I am pretty clearly experiencing a bug and given that he'd already wasted 30 minutes of my time not paying attention to what I was saying.

At this point, don't bother.  I was only going to try the new lightroom ahead of paying for On1, which won't require me to pay in perpetuity.  You helped me make the decision much easier last night.  
(Edited)
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Alessandro Castagnini

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Actually, ON1 does it too, but it's your choise to agree on the plan or not. If not the purchased release will be yours forever, which is good.
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Johan Elzenga, Champion

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This would have been so easy to solve. You apparently used the same AdobeID as before, and that has indeed expired. So just create a new AdobeID using another email address. That would have given you your trial month, no matter what you previous history with Adobe looks like.
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Johan Elzenga, Champion

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Why? Because you already had your trial at the start of your current account.
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Bill Weber

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You apparently didn't read where it let me join the trial but bugged out in Lightroom.
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Johan Elzenga, Champion

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I did, but maybe I misunderstood what happened. I assumed that the turning point was the moment you logged in with your former account details. Anyone can sign up for a trial, but when you use login credentials of an account that you let expire, then it makes sense you can't have a second trial period for that account (the first period being when you created the account).
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Donna Herewini

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I've got the same problem as you Bill, all these other comments aren't helping us solve the issue.
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Victoria Bampton - Lightroom Queen, Champion

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Just to clarify Donna, the problem is you previously subscribed or ran a trial (which?), and now you want a new trial, but this time for the new LRCC app?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Did you try restarting the computer completely? I've seen a couple other customers report Lightroom CC wouldn't activate until the system was restarted.
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Bill Weber

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Nope, uninstalled.  If the rep would have listened to me and gotten me to support in the first half hour, maybe that would have been their resolution.  I'm seriously done at this point but thanks for the tip.