Photo Plan: Codes accepted in Redeem page, but don't get added to my account

Forum|Forum|2 years ago
October 16, 2023
3 replies
457 views

I have bought two codes for the photo plan that I want to reddem on my account, as I have done for many years. The redeem page says "code accepted", but fails to add the time to my existing account.

I spent an hour in chat with support, who were no help whatsoever. They promised a fixx and a call back, instead I got an email saying " we would request you please try to redeem the code using a different account the redemption code will work. As the issue is resolved we are closing this case as of now."

Maybe they're trying to be funny, but I don't have a "different account" and of course also don't want to use the codes on a different account, what kind of crazy "solution" is this???

I also can't reopen the case, and when I'm back from work support is no longer available. Is anyone aware of escalation options for me?

This topic has been closed for replies.

K

koehntoppAuthor

Inspiring

Thanks, I know how to reach support, the issue was that despite having global staff, the chat would not connect me to anyone at the time. Yesterday I spent more than an hour in the morning with support, again, still no solution.

Here's what happens: The redeem page shows the codes as accepted and activated, but the time (one year) is not being added to my photo plan. I tried again with support on the line, sent screenshots of every step, still no solution.

Seems this is some internal snafu with my account (I've been doing this exact thing for a couple of years now, without problems) that support can't solve. Last time they continued after I left they just closed the case and told me to use a "different account".

I'm looking for a higher level person that can just validate my codes (well, the redeem page does that already) and add two years to my plan. I honestly don't have the time to debug the internal processes.

Any ideas appreciated. I'm very happy with the software, but this is the kind of issue that would make me look at alternatives.

kglad

Community Expert

redeem codes are not handled by adobe, but by a 3rd party.

kglad

Community Expert

That's great, but how does that change the consumer perspective?

Codes are officially sold as Adobe products and official ways to purchase plan time. They can be redeemed on an adobe.com web site, in my adobe.com account page.

Am I expecting too much when I would like the codes I bought to be added to my account?

it's not expecting too much. it just helps to understand why this is such a mess with adobe not being able to help you directly. ie, they have to contact their partner and have them troubleshoot the issue.

kglad

Community Expert

more details:

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.