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S
SiTrix
Participant
July 22, 2019
Answered

Redeemed code for annual plan not reflected in plan on account

  • July 22, 2019
  • 1 reply
  • 3469 views

Hi,

About an hour (or so) ago I redeemed a code for Adobe Creative Cloud Photgraphy Plan (12-month prepaid membership) that I got from Amazon, however, I cannot find it under my Plans and Products. I tried re-entering the code but it told me the code was already redeemed despite the fact that I cannot find the download for it or any order history of it in my Adobe account. Up until now I have been paing monthly for the Photography Plan (20GB). I have also tried the chat system, which seems to be the only method of contact, and now waited for nearly 1h30mins I'd quite like to do something fun. I need know what has happened to the redeemed plan and why it hasn't been added to my existing one.  I do still have the physical software download card and I'd appreciate any and all help with my issue. Thank you in advance for any assistance!

This topic has been closed for replies.
Correct answer Nancy OShea

So you're in your 12 month of service which is good.  The redemption code you obtained from Amazon probably has to be processed before it's credited to your account.  Wait 24 hours.  If it's not showing on your plan tomorrow, contact customer care.

Contact Customer Care

Click the chat bot icon and type Billing Agent followed by Enter.

1 reply

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
July 22, 2019

As I understand it, you must cancel the old subscription before you can create a new one.

When does your current subscription expire?

Nancy O'Shea— Product User & Community Expert
S
SiTrixAuthor
Participant
July 22, 2019

It shows, as before, that the next payment date is 19/08/2019 (Under Payment Info) Annual Plan, Paid Monthly, with the Annual Plan, Paid Monthly 'annually renewing' each June (Under Plan Info).

I don't believe any of the documentation says that you need to cancel an existing plan first. It doesn't ask you to stop the existing subscription in the Adobe help or on the card I bought. When I put the code it recognised and had me logged in with my Adobe ID - The code now shows as having been redeemed but doesn't show on my account.

Nancy OShea
Community Expert
Nancy OSheaCommunity ExpertCorrect answer
Community Expert
July 22, 2019

So you're in your 12 month of service which is good.  The redemption code you obtained from Amazon probably has to be processed before it's credited to your account.  Wait 24 hours.  If it's not showing on your plan tomorrow, contact customer care.

Contact Customer Care

Click the chat bot icon and type Billing Agent followed by Enter.

Nancy O'Shea— Product User & Community Expert
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