12 month Photography Plan activated, but no access to Lightroom or Photoshop

[angus90]

In April I activated a 12 month photography plan 20GB code that I bought from Amazon in Black Friday sales last year. The code was accepted and on the Account Management plan the plan was displayed, but on Creative Cloud on my PC plus on Lightroom apps on PC, iOS, iPadOS, and even the web browser version don't show the subscription and show prompts to resubscribe. Some other parts of Adobe's website also showed me as a free user and contained prompts to resubscribe.

I tried uninstalling and reinstalling everything including with Adobe customer service remote accessing my PC and clean reinstalling using CCCX, but it seems clear it's an accounts issue due to the errors on the website as well. My next subscription payment price, which wasn't for 12 months, also showed as only £6 which hasn't been the monthly cost for a long time (would've been great value if it actually worked).

Three weeks ago Adobe promised to send a new redemption code which would solve the issue, but couldn't do so immediately because the "backend team" needed to generate it, but instead they've just deleted the broken plan and sent me nothing. Is this kind of wait for Adobe support normal? 

[Shivangi_Gupta]

Hi there,

We appreciate you reaching out. As per your account details, there is no active subscription for Adobe Photography plan. 

^Shivangi

[angus90]

Yes, I explained that in my post. Adobe CS removed my 12 month plan and were meant to send a new code, but haven't done so. I have the email receipt from activating my 12-month pre-paid plan in April.

[kglad]

contact the vendor.                        

[angus90]

The code activated and plan showed up on my account (albeit it was unusable) until Adobe CS removed it. I doubt I can do much with the vendor.

[kglad]

how do you know cs removed it?

[angus90]

They told me they were going to remove it and send a new code. The removal happened, but the new code did not. Each time I contact CS they say they can see it's been raised to "backend team" and I should wait either 24 or 72hrs. It's been three weeks.

[kglad · Accepted solution]

check, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[angus90]

Thanks, it's still listed there as active. I sent a message following up. It's taking a while and I've photos stacking up.

[kglad]

keep us updated.

[angus90 · Accepted solution]

After I followed up on the active support cases page a new code arrived today which solved the problem. Unclear why the plan activated before didn't work but my guess is there's a difference between codes issued before and after the changes in January this year.

[kglad]

good to hear, @angus90