Lightroom Mobile: Lost all my photos in sync.

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  • Updated 4 months ago
  • (Edited)
Lightroom lost all my photos in sync. They are not in the app, nor in the cloud. The spotlight says that my account does not exist. I attached the capture of my session started. There was no solution.
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Explicit Punky

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Posted 4 months ago

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Rikk Flohr, Official Rep

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I don't see an attachment can you try again?

When you originally logged in was it via:

AdobeID?
Google? 
Facebook?
Apple?

It sounds like you may be logging in using a different method that you did previously.
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Explicit Punky

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I always login to my accounts with the same method (Google) and same account.
Adobe argues that I do not have the account I am currently using.

Images removed for privacy. 
(Edited)
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Rikk Flohr, Official Rep

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have you contacted Adobe Customer Care already?  They are the best contact point for account issues.  https://helpx.adobe.com/contact.html
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Explicit Punky

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Yes, I already did everything. I wrote with them all morning in two languages. His answer, as I said, is that I don't have the account I do have.
They offered no solution.
They just told me to post my problem here and buy them the product that deleted my photos.

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Rikk Flohr, Official Rep

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Greetings - after researching we did find your account. It looks as if all of the images (700+) were deleted from your account on 2/29 and then removed from the Deleted Items folder so that they are actually no longer on your account. 

If this is not something you did, you may want to secure your Adobe Account and change your password - especially if you know someone else has access. 

If this is something you did, recovery may still be possible.  First I would look at the Deleted Items on your device and verify they are not there waiting to be restored. 
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Explicit Punky

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Hello! Thanks for taking care. I am watching my Adobe session and everything remains the same. Could you tell me where they should be?
My deleted folders are still empty.


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Explicit Punky

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Rikk Flohr, Official Rep

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We are going to attempt a recovery on your account. Please don't use the delete function until we have finished. Thanks!
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Explicit Punky

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Hello! My photos are still missing from my account. I assumed they were going to be restored.

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Rikk Flohr, Official Rep

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Unfortunately, in your case, recovery is not possible. Research on our end indicates that a purge was done on your deleted items prior to the originals being uploaded to the cloud. In this case, there is nothing in the cloud to recover.  Your ability to recover is limited to any backups you may have performed on your device  (e.g. i-Tunes or similar).

I wish I had better news for you. 
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Michelle Fernandes

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Good day. I need the same help. I recently logged into my phone on my Lightroom account, however, only two photos were there. Please assist. I lost a lot of important photos that I can’t recover. :(
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Rikk Flohr, Official Rep

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The most common cause is that you have more than one Adobe ID and your photos are on a different Adobe ID. Many times customers will sign in and trial with one Adobe ID and then purchase with a different. Verify and check all previously used Adobe IDs. Thanks! 
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nonye ugwuonah

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Hi, I need the same help. Can’t find any of all my photos on Lightroom. Please assist.
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Rikk Flohr, Official Rep

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The most common cause is that you have more than one Adobe ID and your photos are on a different Adobe ID. Many times customers will sign in and trial with one Adobe ID and then purchase with a different. Verify and check all previously used Adobe IDs. Thanks!