Prepaid 24-month Lightroom 1TB code from B&H canceled my active plan & now says "invalid"

Question

Hi Adobe Team,On November 9, 2026, I purchased a 24-month prepaid Adobe Lightroom 1TB redemption code from an authorized reseller (B&H Photo Video).I already had an active Lightroom 1TB subscription on this account. When I redeemed the code at ://adobe.com, the system canceled my active subscription instead of extending it, failed to apply the 24 months, and now shows the error: "The code you entered is invalid. Please try again."I have contacted Adobe chat support multiple times and keep getting told it is escalated to "backend support" with no timeline or temporary access, while B&H confirmed the key was properly activated at Point of Sale.Could an Adobe Employee please look into my account's redemption logs or message me privately so I can share my B&H invoice and redemption code to get my 24-month plan restored? Thank you.

Jimi_Luxe · Answer

I appreciate your comments, and I have done all of those things. Adobe is not responding, and frankly, 5 days to generate a new software key is just not fathomable in this day and age. When customers express loyalty by prepaying, and prepaying for years at a time, it should be rewarded with good service, that is the bottom line.

The attention to this is sub-standard by anyones measure. I have a product, that I paid for, and it is unusable. Adobe should be keenly interested in making that right. If this were you, and you were told to wait patiently would you? This would be a completely different situation if someone was updating me. And that my friend is the issue.

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