Paid for 12 months but service deactivated after 6 months – Confirmation email shows active until Dec 2026

I have a case from a user who contacted me because I’m an Adobe Community Expert. Her situation is quite unusual. She says she paid for 12 months and then canceled the service. However, according to the email Adobe sent her, her subscription is paid and active until December 2026, as shown in the attached email (it’s in Spanish).Honestly, I’m not sure how to help her, but it feels unfair that even though she paid for the full year, her service was deactivated after only six months. Does anyone know how we can assist her in getting the full year of service she has already paid for?

Thank you very much for your help.
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Camilo Gutierrez
@camiloadobe