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MartinMal
Participating Frequently
June 4, 2026
Question

Possible system failure: Prepaid Amazon Code deleted after canceling a parallel subscription

  • June 4, 2026
  • 2 replies
  • 30 views

Hello,
I need urgent help from an Adobe Employee to fix my account status.
In November 2025, I purchased a legitimate 12-month prepaid license for "Adobe Lightroom 1TB" via Amazon and redeemed it successfully on ://adobe.com.
Separately, I had an older, recurring subscription on the same account which I canceled effective May 30th, 2026. Unfortunately, probably due to a system bug, the cancellation of that old subscription completely wiped out my remaining prepaid Amazon license as well.
My account now shows "No active subscription", even though I am legally entitled to use Lightroom until November 2026. I contacted the phone support, but the agent unfortunately did not understand the issue and just insisted that "I canceled it myself", completely ignoring the prepaid history.
Could a moderator please look into my account history and manually restore the remaining months of my prepaid code? I have the Amazon invoice and the 24-digit redemption code ready.
I have since purchased a new license, but I would like to get the prepaid license I bought earlier back.
Thank you!

    2 replies

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity Manager
    Community Manager
    June 4, 2026

    Thanks for the update, ​@MartinMal. I don’t see any records of any of your previous attempts to reach us after June 1st. The case is already closed, so you will need to contact us again at https://helpx.adobe.com/contact.html?rghtup=autoOpen to open a new support case.

     

    Please review and bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html for information on how to make any needed updates to your next support cases. Cases do automatically close if no response is received. In the case of ADB-45539472-H1F4, I don’t see any of your responses that would have reopened the case, so I recommend focusing on using the steps in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to verify that any future updates to your case are captured.

     

    I know this is frustrating, ​@MartinMal, but we will need you to contact us on a secure channel at https://helpx.adobe.com/contact.html?rghtup=autoOpen for any account changes implemented or entitlements applied.

     

    Please feel free to update this public discussion thread if you have any other questions, ​@MartinMal

    M
    MartinMalAuthor
    Participating Frequently
    June 5, 2026

    Thanks, Jeff. Adobe Support—whom I finally contacted by phone—will look into the matter and activate the license.

      Jeff_A_Wright
      Community Manager
      Jeff_A_WrightCommunity Manager
      Community Manager
      June 5, 2026

      That is great news, ​@MartinMal, thank you for the update. I am sorry for the extra frustrations you encountered in reaching us.

       

      You may want to review the settings of any installed security software; verify it is using the manufacturer's settings and is up to date. 

       

      Misconfigured software can sometimes lead people to receive only a response from the bot or to be redirected to this public discussion forum, @MartinMal.

       

      That is still a task for another day, ​@MartinMal, for now, you can enjoy your software!

      Peru Bob
      Community Expert
      Peru BobCommunity Expert
      Community Expert
      June 4, 2026

      We can’t do that here on this public forum.
      You can contact Adobe Support via chat or social media.

        M
        MartinMalAuthor
        Participating Frequently
        June 4, 2026

        I have already contacted support twice, but without success and without receiving a response. That's why I'm posting my issue here.

        Jeff_A_Wright
        Community Manager
        Jeff_A_WrightCommunity Manager
        Community Manager
        June 4, 2026

        Thank you for posting to this public discussion forum, ​@MartinMal.

         

        I appreciate your long-term use of our services. I am showing that a new subscription was activated three days ago on the same day that you contacted us, in case  ADB-45539472-H1F4. 

         

        No action will be taken from a public discussion thread, so please use the steps listed at ttps://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review and provide any needed feedback to your open support cases.

         

        Are you able to use Lightroom today, or are you asked to purchase a subscription, ​@MartinMal? 

         

        For more information on using a redemption code with an active subscription, see https://helpx.adobe.com/download-install/apps/licensing-activation/serial-number-redemption-code/redeem-code-adobe-account.html.
        ​

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