@Kayleigh5C0E Thank you for your patience. I have moved the downloads from the old team account to your new team account. I've also moved the unused quota from your old plan to the new team account. Please let me know if you have any questions.

WendellaBee

Adobe Employee

Great. @Kayleigh5C0E I'll work to move the old plan history and quota to your new team. I'll provide an update when this is completed. It may take a day or too as some higher priority issues have popped up today.

K

Kayleigh5C0EAuthor

Known Participant

Hi, I am extremely confused to be honest.But yes you can transfer this for me if it will help?

I am aware we have a 'team' for other adobe products but I signed up for Adobe stock separately with my work email, which is also the email I use for other adobe products and I guess under the "team" too? In my mind this stock account was separate and I was billed separately. I never cancelled it and I didn't receive a refund. I know we were having issues with our other company profiles for other Adobe products (Photoshop etc) and they were struggling with billing issues, maybe when canceling other Adobe subscriptions they canceled Adobe Stock too? Just pretty annoying that I don't have the credits I saved up. Is there anything that can be done?

WendellaBee

Adobe Employee

@Kayleigh5C0E

That ID number helped me figure out what happened. When you purchased your Adobe Stock subscription it was under a team entitlement, team name in lowercase letters. That team contract was cancelled by the contract owner/admin. This removes access to that team's license history. There is now a new team, name in uppercase letters. I can, with your permission, move the license history from the old team to the new team.

You can purchase a new subcription under the new team. Did you receive any refund for the subscription that was cancelled? Also, were you ever an administrator of the old team or only a team member?

K

Kayleigh5C0EAuthor

Known Participant

Hi, no, it would be my current email. It was the only one I used to log into the account.

A colleague is linked to my Adobe account with his own email address for the purpose of other Adobe products (For Photoshop, premiere Pro etc) but he has never logged into or used Adobe Stock. As far as i know the Adobe Stock was linked as "personal"under my profile and email. It wasn't under thr business name on Invoices. An ID for an asset, you can try 154776018, that's something I downloaded kinda recently.

WendellaBee

Adobe Employee

I've created a ticket so we can figure out where your license history went.

K

Kayleigh5C0EAuthor

Known Participant

I sifted through my emails and saw there was one saying the card was expiring ages ago, I must have missed it. Regardless, I think it's a bit ridiculous for me to lose my credits because of this. I had racked up a good number of credits and now they are gone. Also strangely if I look under "License History"there is nothing there?

Jill_C

Community Expert

You agreed to the terms of service when you subscribed. Non-payment constitutes cancellation, and cancellation means your unused credits are lost.

Jill C., Forum Volunteer

K

Kayleigh5C0EAuthor

Known Participant

Well that's no good, will look at different/ better stock websites then instead.

WendellaBee

Adobe Employee

@Kayleigh5C0E

An email notice was sent to you on June 21st regarding your account status. For assistance please contact customer care, https://helpx.adobe.com/contact.html

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