Redemption code questions (do redemption codes add time to existing subscription, multiple codes)

[Dean22397660z4uh]

I have the following scenario: 

• I currently have an active Photography plan (20GB) 12-month subscription. This subscription was from redeeming a code I bought from an authorized 3rd party (Newegg). I activated this subscription on January 9, 2023. It expires on January 8, 2024. 
• I recently purchased another Photography plan (20GB), 12-month — same subscription product — from another authorized 3rd party (Dell). 

Here are my questions: 

1. What happens when I try to redeem the second code from Dell? Will it (A) create a new Photography plan subscription that runs parallel to my current one? Or will it (B) add 1 year to my existing plan, such that my new Photography plan expiration is January 8, 2025 (instead of January 8, 2024)?

2. If (B) to question #1 above is correct, is there a limit as to how many redemption codes I can redeem? For example, if I buy 2 more 1-year redemption codes and redeem to my account, can I add them to my account now and extend my expiration date another 2 years?

3. If (A) to question #1 is correct, is there a time limit as to how long a code is valid for? i.e., if I need to wait for my existing subscription to expire, how long can I "sit on" an unredeemed code, and will it become invalid after X months, even if it has not been used?

I've both called and chatted with Adobe support, but I am getting conflicting answers. Some agents say that redeeming the code creates a parallel subscription, while other agents say that it adds additional time to the existing subscription. I've also read this help article, and it seems to suggest (B) to question #1 is correct (assuming I am redeeming the same product in the same Adobe account), but given the conflicting answers from support, I'd like to check. 

[kglad · Accepted solution]

if you sign in with the same adobe id as your current subscription and then redeem your code, the additional time will piggy-back to your current subscription and extend it.

[Jeffrey_A_Wright · Accepted solution]

Dean, thanks for your question. Using Redemption codes can be tricky. The method Kglad described works when both plans purchased are identical. You should be ok with the scenario above. Still, there is the possibility a different reseller will be offering a redemption code for a slightly different service, which could then lead to duplicate but near identical memberships being created.

If you keep purchasing the redemption code from the same reseller, there is a good chance they will still offer the same plan a year later. If you use a different reseller, the risk is mentioned above. If you need any assistance or end up creating a duplicate membership while completing the steps listed in https://helpx.adobe.com/download-install/kb/redemption-code-help.html then please don't hesitate to click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a secure chat session so a member of our support team can help you.

For future viewers of this discussion, I would encourage you to purchase your plan directly from https://www.adobe.com/ if it is available within your country. The additional account management options listed in https://helpx.adobe.com/manage-account.html are available to individuals who buy through the Adobe online store. 

You should also avoid purchasing multiple redemption codes simultaneously and stacking them on the same account, as it could lead to the membership being invalidated or flagged for possible fraud.

[andreamoretti]

Please, forgive me for the reply in a very old discussion.

@Jeffrey_A_Wright you wrote

You should also avoid purchasing multiple redemption codes simultaneously and stacking them on the same account, as it could lead to the membership being invalidated or flagged for possible fraud.

I have a question: why?

If I buy 5 codes for a Creative Cloud from Amazon during a promo period, paying it 399€/year why would there ever be a risk of having my account blocked?

I'm an IT Manager and I'm seriously considering to suggest to my customer to opt for this solution rather than going through VIP or (more recently) Market Place: the price difference does not justify the difference in services rendered.

Thanks in advance for your attention

Andrea Moretti

[iCharles]

Hi @andreamoretti, 

If you do not have any operations that involve cross-collaboration, or assignment or reassignment of licenses through the Admin console. You can opt for the Individual plan. But for a Team working together, the teams plan brings together the latest Creative Cloud desktop apps, updates, and upgrades the moment they’re released, plus the tools and services your team needs to create their best work and collaborate with peers.

Hope this helps!

^CS

[andreamoretti]

Sorry, but the question was "if I buy 5 codes for a Creative Cloud from Amazon during a promo period, paying it 399€/year why would there ever be a risk of having my account blocked?"

[JF456]

@Jeffrey_A_Wright  I am also reviving this old discussion.

I am currently trapped in redemption code purgatory.

I have a plan I have been applying redemption codes to, successfully, since 2023.  I recently purchased a new redmption code for the same plan and have tried to extend my plan unsuccessfully.

Instead of extending my current plan, a duplicate plan is created with the same title:  "Creative Cloud Photography plan with 1TB"

Chat support is seemingly not able to fix this and extend my plan.  So far, they have only been able to issue me a new replacement code. (that also doesn't work in extending my current subscription)

I have purchased these prepaid plans from legit retailers.  While the retailers have been different, the plan is the same.
Adobe needs to fix this.  It has been almost 2 years since your post and Adobe still has the same problem.  This shouldn't be a problem and your chat support agents should be well versed in how to fix this.

There is also no documentation (that I can find) that states how long purchased/issued redemption codes are good for if they haven't been redeemed.  Alarmingly, chat support doesn't know how long the unredeemed redemption codes are good for either.

[kglad]

ja wright is on vacation.

[JF456]

This is such a bizzare situation.

Almost 2 weeks of dealing with this and the problem for me is still not resolved.

Multiple chat raps, multiple tickets, multiple e-mails.
The idea that a plan, having the same name, is different or treated differently depending on what authorized dealer the code is pruchased from is rediclious. "Adobe - Creative Cloud Photography Plan 1TB" purchased from retailer A, should match the same product purchased from retailer B and retailer C.

How does a company like Adobe, currently as of 06/03/2025 valued at 175 BILLION DOLLARS, not have a redemption system that works correctly for product codes?  How has this issue lingered on for YEARS!

Why is the redemption system - at a minimum - not coded to TELL THE USER and ASK FOR CONFIRMATION when redeming codes rather than just applying the code to a user's account whatever way the system thinks is correct at the moment?

A simple prompt that says something like "Your redemption code is about to start a new plan for: Adobe - Creative Cloud Photography Plan 1TB with an expiration date of xx/xx/xxxx".  Or "Your redemption code is about to extend your current plan: Adobe - Creative Cloud Photography Plan 1TB to a new expiration date of xx/xx/xxxx."
Then get confirmation from the user before proceeding:  "Do you confirm applying this redemption code?"

Even without properly fixing Adobe's broken redemption system, this would atleast prevent multiple people experiecing redemption problems and having to create multiple chats/tickets/etc.

Even if Adobe wanted to maintain differences with different retailers, why isn't there documentation or notices that tell the customer this information?  Also, why isn't there any information provided by Adobe (or from Adobe's authorized dealers) that gives an expiration date for purchased redemption codes that have not yet been redeemed.  Are newly purchaed codes valid from the time of purchase (without being redeemed) for 1 month? 3 months? 6 months? etc....

Adobe chat and support tickets want to talk with me on the phone.  NO WAY.  I want written proof of whatever the support reps are doing, So much time wasted dealing with this.  If support reps can't understand plain written text, there is no way I'm getting on a phone call and having things complicated with verbal communication with no paper trail on top of the other problems.

[JF456]

Can't even edit these posts... 🙄  Please forgive my multiple spelling mistakes.

[kglad]

do you have open tickets?

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

[JF456]

Yes.  1 open case and 2 closed cases.

The case/ticket support system is also abysmal.  I don't say this to just pile on insults, it is true.
- Once a case is "resolved" a user can no longer add details.  The case is done.  Locked.
- A user cannot view/read the details of any "resolved" case
- Even in an "Active" case, I cannot read any details other than what I have submitted in the case and the title of the case. 
- The responses to each case, from Adobe, come to me via e-mail and I don't see these responses in the case details itself. 
- If I respond via e-mail back to Adobe the case details seemingly do not get updated with my e-mail responses either.  Only details I submit to a case through the support portal are visible there.

It amazes me that Adobe, being a huge software company, has a worse support/ticket portal system than can be found currently in use at some medium sized companies. (<1,000 employees)