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Question

Airtel 1-Year Promo linked to incorrect email address during redirect loop

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Hi Adobe Team,

I am an Airtel broadband user in India and I recently tried to redeem my bundled 12-Month Adobe Express Premium subscription benefit via the Airtel Thanks App.

Unfortunately, during the redirection and account authorization process, the system accidentally mapped the redemption token to an incorrect email address that I do not own or have access to.

The Airtel Thanks app currently shows the benefit as "Active," but my actual Adobe ID is stuck on the free tier. I have already spoken to Airtel Support, and they confirmed they cannot revoke or reset the voucher from their end. Adobe Chat Support just directed me to this forum so a backend community manager can assist with manual synchronization.

Could a Community Manager please help me unlink the token from the wrong email address and manually apply the Premium status to my correct Adobe ID? I am ready to provide my Airtel mobile number and correct Adobe ID via private message.

@Rose DV @Tarun Saini @Abhishek Rao

Thank you!

J

Joyful_gift807a

Participant

Hi there,

I tried downloading the Adobe express premium to access which came free with my Airtel subscription. When I tried accessing it, it showed that I hadn't given an email ID and so updated my email id today.

I tried redeeming the Adobe reward but it doesn't work. Please help

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Friendly_Phoenix70f7

I have exactly the same problem for Airtel. When I logged in on desktop, I noticed my premium status was inactive. After checking the mobile app, I discovered an error—a missing letter in the domain name of my registered email address. I have no option to change/update my correct Email or mobile number to link the account. I don’t know if I need to round all that @Priyanka Mishra went through or is there away to resolve it?
Tarun Saini @Abhishek Rao Your guidance will be great help.

Regard and thanks.

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Rose DV

Community Manager

Hi @Friendly_Phoenix70f7,

Thanks for identifying that - a mismatched email would definitely explain why the benefit isn't activating on your account. There are two paths forward:

First, try contacting Airtel support to see if they can correct the email address on their end before the benefit is re-sent.

If that's not possible, please send me a DM with your correct Adobe ID and the email address/mobile number that was used when you claimed the benefit - that way we can look into whether it can be manually relinked on Adobe's side.

Rose

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Friendly_Phoenix70f7

Thank you @Rose DV for your response. I spoke with Airtel and they told me to contact your team. Hence I will DM details.

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Priyanka MishraAuthor

Participant

Update: I just finished speaking with a floor supervisor from the Adobe Billing Department. They confirmed they cannot modify the partner-managed subscription from their interface and directed me to provide my case details here for a backend engineering override.

Official Adobe Case ID: ADB-45561891-K7D5

Department: Billing Support

I am waiting for an Adobe Community Manager to review this thread so I can securely share my Airtel mobile number and correct Adobe ID via private message.

@Amitej S

Thank you!

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Tarun Saini

Community Manager

Hi @Priyanka Mishra,

Welcome to the Adobe Express community! We’re sorry to hear about this. Could you please share the Adobe ID that was incorrectly linked, along with the email address you want it updated to, and your registered contact number via private message?

Regards,

Tarun

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Priyanka MishraAuthor

Participant

Hi @Tarun Saini

Thank you so much for the quick response! I have just sent you a secure private message with my correct Adobe ID, my Airtel registered contact number, and the active billing Case ID.

Looking forward to your update. Thank you again for your help!

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