Redeeming a new code is creating a new subscription plan and not extending existing plan

[JF456]

This is driving me nuts.

My current plan is:  Creative Cloud Photography plan with 1TB.  My plan is prepaid.  I purchase 12 month/1 year subscription codes and apply them to my account.  When these codes/cards go on sale I buy one and add it to my account to extend my subscription by 1 year.  This has not preiously been a problem.

My current subscription ends in August 2026.

I just recently purcahsed a new 12 month/1 year subscription card through an authorized retailer.  I went into my Adobe account and clicked the "Redeem New Code" button and entered in the new code.

This created a new 2nd subscription for the same type of plan instead of extending my current plan.

Both plans say:  Creative Cloud Photography plan with 1TB.

I went through chat support and the rep told me my old plan is considered "monthly" and my new plan is considered "annual".

The rep canceled my new plan and issued me a new code a few days later.  This time I went to redeem.adobe.com.  Entered my new code there.  Same behavior.  I now again have 2 plans running instead of extending my existing plan.

This is clearly a problem with Adobe's redemption system.

I went to chat again.  This rep couldn't help me.  Passed to another new rep who also couldn't understand or comprehend the issue at all.

What do I do?  How do I get someone at Adobe to fix this, cancel the new plan, and extend my existing plan?  Is there a magic word to say to a rep via chat to get passed to someone that acutally knows what they are talking about?

If I click on "manage plan" for my existing plan it shows "US$19.99/mo".  If I click on the "manage plan" for the newly created plan it shows "US$239.88/yr".  There are no other options other than canceling each plan.  I have no credit card on file as these are all prepaid plans.

I imagine since Adobe has just changed their pricing structure they may have messed someting up with the redemption system and now it doesn't correctly extend plans for some users. (me)

[JF456]

Looks like I've got this post in the wrong area.  I should have posted this in the "Account, Payment, & Plan" community.  My apologies.  If I could change this I would.

[kglad]

@JF456 

no problem

<moved from cc services>

[kglad]

you'll have to work with adobe support.  and next time, just purchase from adobe.  it's only $120 usa/yr.

[JF456]

Thank you for moving this post to the correct area.  Unfortunately, the plan I am on is $240 usa/yr. through Adobe.  Not $120.  This is why I buy the redemption codes when they are on sale and add them to my account.

I'm hoping someone here has been through this, sees my post, and responds with somethig that worked for them.  When chat "support" doesn't understand, or acknowledge, the problem - that's a problem in itself.

[kglad]

the annual photography plan paid annually is $120 usa/yr in the usa.  i same plan paid monthly is 50% more.

however, if you have a higher cc file storage limit, the cost is higher.

and there's no working around support.  you have to keep trying.  it may be a matter of getting an agent that understands the issue and it's possible someone else that's dealt with this can tell your the magic words that will help an agent understand.