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philipg18593414
Participant
February 12, 2019
Question

Redemption code and country ID don't match

  • February 12, 2019
  • 3 replies
  • 1916 views

So, I live in Japan and use the Student and Teacher Edition of Creative Cloud. I used it for one year with no problems. I have bought a new one year plan, but cannot access the redemption code. I get the: 'This card was purchased in a country that does not match your Adobe ID.' error message. However, I am using the same ID as last year (it is a .co.uk mail address, though I seem to be registered in the US). Anyway, I changed the Adobe ID email to a Japanese address, but still no joy. How can I get these two to match? I guess, how can I change the country I'm registered with? I have only ever had Creative Cloud in Japan, so not sure what is going on here. I use Photoshop and Lightroom in English. Have tried the Adobe support chat a couple of times, but it was pretty well a waste of time.

Thanks!

3 replies

S
San.M
Participant
January 17, 2025

Though this is old question, many must be facing the same situation every now and then and thus I feel its relevant to provide some details. Here is an option I can think of as per the details given in below help page. When you have an active subscription, change your location as per the details given at the end of the below help page and contact Adobe help.

 

https://helpx.adobe.com/in/x-productkb/policy-pricing/change-country-associated-with-adobe-id.html

Shivangi_Gupta
Community Manager
Shivangi_GuptaCommunity Manager
Community Manager
January 17, 2025

Thanks for your input. I'm sure it will help many. 

Cheers,

Shivangi

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
February 12, 2019

The e-mail and your physical location are irrelevant. The country as registered is the only relevant part here. Your redemption code needs to match that country.

Your only solution is: Contact Customer Care

ABAMBO | Hard- and Software Engineer | Photographer
T
Test Screen Name
Legend
February 12, 2019

The country you are registered in is based on where you were in the world when you registered. You can’t change it yourself or choose somewhere else - this is used for things like taxes. Your email has no effect.

So you need to buy a redemption code from the country to which you are registered.

Travellers do do seem to have a hard time of this, but only Adobe can help.

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