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Cannot use redemption code

Explorer ,
Dec 17, 2019 Dec 17, 2019

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I uploaded way more than 300 images, didn't get the redemption code.

I contact support and received it immediately - good.

 

However I cannot use it. I get:

You already have this product.
You'll be able to redeem this code after your current subscription has ended. If you think you're seeing this message in error, contact Customer Support to redeem your code
 
I assume that its because adobe allocate me to their wind river thing.
I tried getting help from that chat, but the agent was un-knowledable and un-helpful
 
Last year I got the code in September, there was a problem in using it but chat agent handle it. I also had to use the chat in renwing.
Adobe makes it all very complex
 
TOPICS
Contributors, Plans and purchase

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correct answers 1 Correct answer

Explorer , Dec 26, 2019 Dec 26, 2019
Finally I managed to do it. Correct procedure: must use a chat agent to cancel current subscription, than redemption link & code will work. Problems:No clear instructions.Many chat agents are unaware about the procedure.It took me several sessions on chat till finally I got help. This digital river is a mediator that adobe use in some countries, we buy from adobe site, but this hidden mediator makes the procedures different and un-clear.

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LEGEND ,
Dec 17, 2019 Dec 17, 2019

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Where are you (in Adobe's complicated system) when you try to redeem the code? I see an option "Redeem new code" under "My plans".

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Explorer ,
Dec 17, 2019 Dec 17, 2019

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No such option.

 

They send me to https://redeem.adobe.com that gave that message.

 

 

Are you allocated to that wind river thing?

 

Adobe plan handling depend on that, and specifically the redemption code.

But their support people should be aware of that, and they are not

 

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LEGEND ,
Dec 17, 2019 Dec 17, 2019

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I believe that link is for people who did not have the product before. However, I am not connected through Digital River so that may be the difference.

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Explorer ,
Dec 26, 2019 Dec 26, 2019

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Finally I managed to do it.

 

Correct procedure: must use a chat agent to cancel current subscription, than redemption link & code will work.

 

Problems:

No clear instructions.

Many chat agents are unaware about the procedure.

It took me several sessions on chat till finally I got help.

 

This digital river is a mediator that adobe use in some countries, we buy from adobe site, but this hidden mediator makes the procedures different and un-clear.

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Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
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