Purchased Adobe Photography Plan 1TB expecting it to be added to my current subscription

[mike.scheerer]

I have been and still am an Adobe 20MB Photography Plan for many years and I recently purchased a Digital redemption code for an Adobe 1TB Photography plan.

I expected this to be added to the end of my current 20MB Subscription which does not expire until July 2026, expecting that the plan would switch to 1TB plan upon expiry. extending my subscription until July 2027

However, it has created a NEW 1TB plan that now runs concurrently with my existing 20MB plan which is totally useless to me as I do not need a 2nd Photography plan.

I have been unable to find a way to contact anyone by email or telephone and I hope that someone here can help me to get this issue resolved.

Thanks in anticipation 

[Jeffrey_A_Wright · Accepted solution]

Sorry for any confusion you encountered while redeeming your code, Mike. The code will only extend a plan if it is for precisely the same plan. You can find information on the process at https://adobe.ly/4pXqvWW.

You can use the steps listed at https://adobe.ly/42uyy3C to self-cancel any unneeded subscriptions. You may want to use a different device to complete the process, since you already mentioned you were blocked from contacting us on the current device, Mike, and you needed to start this public discussion thread. ^JW

[mike.scheerer]

If I try to cancel the plan it tells me the following: 

You've already paid for the 364days remaining on your subscription.

After 7 Oct 2026, you'll lose access to premium apps and services.

I was unable to purchase the 20MB renewal code, because that plan no longer exists. I searched the web prior to activating the redemption code and it was indicated that the 1 year would be added to my current plan.

What I really need is to be able to cancel the activation and have the ability to re-use the redemption code when my 20MB Photography plan ends on 6th July 2026.

According to the information I have seen from Adobe I should be able to cancel my plan for a FULL refund in the first 14 days, but this is not what I am seeing, when I try to cancel.

[mike.scheerer]

The attached screenshot is what I am seeing in my account and I do not need 2 plans with the same applications.

Please can someone tell me how I can contact someone in Adobe Customer Services to get this sorted out.

[Jeffrey_A_Wright · Accepted solution]

Thank you for the update, Mike. You may need to speak to whoever provided the code if you are unable to use the service and want a refund. You can click on https://adobe.ly/3VW0ud2 to speak with a member of our team to explore if any options are available to salvage your purchase of a different subscription plan through a redemption code.

I would recommend you bookmark https://adobe.ly/4h4ZEUY if you decide to renew your plan through Adobe directly, in the future, Mike. This will help prevent you from purchasing duplicate plans and also allows us to provide a refund if any mistakes are made. Adobe has not received any money yet for your purchase of the redemption code, which is why you may be asked to contact the seller to request a refund. ^JW

[mike.scheerer]

Thanks very much, I got the help I needed from Adobe Support