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rschoeller
Participating Frequently
January 5, 2026
Answered

Support storniert Abos - Redeem Code nicht erhalten - Chat nicht möglich

  • January 5, 2026
  • 2 replies
  • 424 views

Hallo!

Ich befinde mich gerade im Support-Limbo...

Ich habe bei der Umstellung von meinem 20GB-Foto-Abo auf das 1TB-Foto-Abo die Reihenfolge verwechselt (habe den Redeem-Code für 1TB eingegeben und danach das 20GB-Foto-Abo verlängert statt umgekehrt). Dadurch hatte ich plötzlich 2x das 1TB-Foto-Abo.


Ein netter Mitarbeiter im Support-Chat beide Abos storniert und meinte ich bekomme einen neuen Redeem-Code zugesandt. Leider hab ich diesen aber bis dato nicht erhalten.

Das Problem ist jetzt: ich kann - weil ich kein aufrechtes Abo habe - den Support-Chat nicht mehr aufrufen (da steht dann ich soll mich an den Administrator meiner Organisation - also mich??? - wenden). Der Telefon-Support (+49-8007240401) ist auch nicht erreichbar: nach zweimal läuten wird aufgelegt.

Was kann ich jetzt tun? Wie kann ich ohne Chat und ohne Telefon den Support kontaktieren?

Gibt es eine Möglichkeit oder bleibe ich für immer im Support-Nirwana?

Correct answer rschoeller

keep this updated.


My case has been resolved - for me, at least: I received a new redemption code yesterday.

 

But what remains is the gap in Adobe support: if you don't have a subscription, you can't access the support chat. As was the case with me (support canceled both subscriptions instead of just one), this means you are excluded from the support chat. The hotline number listed on the Adobe website was not answered. It was only when I found another phone number in the forum that I was able to get help.


All in all, this has been a very poor support experience for me.

These questions remain unanswered:

  • Why is the support chat disabled without a subscription?
  • Why is the support hotline number listed not answered?
  • Why is a support ticket marked as “resolved” by the Adobe employee and not by the customer?


But the community forum will not be able to answer these questions. Adobe needs to work on its support strategy here.

2 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
January 5, 2026

you can also update open tickets, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

    R
    rschoellerAuthor
    Participating Frequently
    January 5, 2026

    The ticket is closed. So I cannot update it.

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    January 5, 2026

    that's what happens if there's no response within a certain period of time.  next time, try to keep support tickets updated.

    Kanikas
    Kanikas
    Legend
    January 5, 2026

    Hi rschoeller, 

     

    We're here to help you. I see that all the subscriptions under the ID that you are using here are cancelled. Since you said they will be sending you a new code, I would suggest replying on the email that you have received from Adobe with reference to this case number- ADB-43215481-J6B1. 

     

    Hope this helps!


    ^KS

      R
      rschoellerAuthor
      Participating Frequently
      January 5, 2026

      I replied to this mail but got following response:

       

      You have reached an unmonitored email account. This may be because you are replying to a message that refers to a case that has already been closed.

       

      If you need further assistance, we are happy to help. Visit our contact page and click on the chat icon in the lower right corner of the page to get started.
      Which doesn't work 😠

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      January 5, 2026

      @rschoeller 

       

      you have to keep support tickets updated.  i'm not sure about that email advice.

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