Amazon purchase appears to redeem but doesn't, so my monthly subscription is still active.

I've been an adobe subscriber for many years, recently I paid for the Photography Annual Plan from Adobe. Previously I redeemed the code as directed, it paused my monthly payments and then att he end of the year the monthly payments resumed- perfect. 
No such luck this time, I have entered the code on the redeem page, all seems to be well (no error msg) but it invites me to 'download' the software despte being logged in to my account which knows/shows I have had and used the software for years. My account still shows me being on the monthly payment plan. 
There is obviously an error here somewhere but I cannot find anywhere to actually contact an agent to get this fixed. Has anyone had similar or know the magic trick to be able to open an email or chat with an actual human who may be able to help. 
I realise why websites suggest various guides before putting you through to their staff but seriously to assume that Adobe could never produce an error that isnt convered in a standard fix, is terrible customer service.