Redemption code and country ID don't match

New Here ,
Feb 11, 2019 Feb 11, 2019

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So, I live in Japan and use the Student and Teacher Edition of Creative Cloud. I used it for one year with no problems. I have bought a new one year plan, but cannot access the redemption code. I get the: 'This card was purchased in a country that does not match your Adobe ID.' error message. However, I am using the same ID as last year (it is a .co.uk mail address, though I seem to be registered in the US). Anyway, I changed the Adobe ID email to a Japanese address, but still no joy. How can I get these two to match? I guess, how can I change the country I'm registered with? I have only ever had Creative Cloud in Japan, so not sure what is going on here. I use Photoshop and Lightroom in English. Have tried the Adobe support chat a couple of times, but it was pretty well a waste of time.

Thanks!

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LEGEND ,
Feb 12, 2019 Feb 12, 2019

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The country you are registered in is based on where you were in the world when you registered. You can’t change it yourself or choose somewhere else - this is used for things like taxes. Your email has no effect.

So you need to buy a redemption code from the country to which you are registered.

Travellers do do seem to have a hard time of this, but only Adobe can help.

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Community Expert ,
Feb 12, 2019 Feb 12, 2019

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The e-mail and your physical location are irrelevant. The country as registered is the only relevant part here. Your redemption code needs to match that country.

Your only solution is: Contact Customer Care

ABAMBO | Hard- and Software Engineer | Photographer

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