Promo Code overwrote existing subscription

Dear Adobe Community and Support Staff,

I am writing to seek assistance with an issue regarding my Creative Cloud account, as my attempt to resolve this via standard live chat ended abruptly and without a solution.

On November 26, 2025, I successfully redeemed a 1-year prepaid subscription for Adobe Creative Cloud. I possess the official PDF invoice as proof of this transaction. Roughly one month ago, I redeemed an additional 1-month promotional code from a Logitech MX Master Mouse purchase. Unfortunately, instead of extending my current subscription time, a system error caused this promotional code to completely overwrite my existing 1-year plan. Consequently, my subscription is now scheduled to expire in May 2026 rather than November 2026.

When I contacted live support earlier today, the initial agent confirmed that there is an active subscription linked to my email address. However, I was told the system glitch could not be reversed without the original 24-digit redemption codes, which I understandably discarded months after the successful activation. The case was subsequently escalated to a floor supervisor who initially offered to issue a replacement subscription. Yet, in a confusing turn of events, the supervisor then stated that no redeemed plan was visible under my email address at all, directly contradicting the first agent's confirmation.

I respectfully pointed out this discrepancy and requested that the supervisor review the PDF invoice I had uploaded, as well as my account's backend logs for November 26, 2025. Immediately after sending this request, the chat was unexpectedly disconnected.

As I only operate this single Adobe account and have the official invoice readily available, I am hoping that an official Adobe Staff member could look into this matter. A system error should not invalidate a legally purchased yearly license.

If possible could an Adobe representative please send me a Direct Message so I can securely provide my invoice and account details to have my original subscription timeline restored?