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Johann22133692e64x
Participant
Nov 20, 2023 8:02 AM UTC
Released

Is it possible to refund a Premiere Pro asset (motion graphic title) that I am unable to use?

I just licensed a premiere pro asset (motion graphic title) that is breaking my project file, causing my project to hang and unworkable. I could not use it. I've tried troubleshooting, but this has never happened with any of the motion graphic title assets I've licensed before, and some are even very similar.

Can I refund this and get my point back? This is the asset in question:

https://stock.adobe.com/ph/templates/kinetic-typography-titles/252318287?prev_url=detail

I am on the annual Adobe Stock subscription. I tried to reach out through chat support and this is what I got:

I don't even know if I was speaking to an actual human or an AI...
I was looking for any customer support to email but I couldn't find any so I'm posting here. I just need to know in case I have issues with any more assets I might purchase but am unable to use in the future.

Thank you in advance!

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    4 replies

    Johann22133692e64xAuthor
    Participant
    Nov 21, 2023 2:34 AM UTC

    Thank you very much, this response is more than what I expected here since I did not want to make this thread a customer support ticket, information for my next step was enoough, but I appreciate the actual point refund. Thank you @Contributor1

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    Community Manager
    Contributor1Community Manager
    Community Manager
    Nov 21, 2023 12:43 AM UTC

    Hello @Johann22133692e64x, I've added a credit back to your account. Thank you for the report and sorry for the problem with the asset and virtual assistant.

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      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      Nov 20, 2023 11:59 PM UTC

      Hi @Johann22133692e64x,

      I can understand that this didn't go as you wanted. I strongly suspect that the agent (it was an agent) didn't understand your request. But I suppose that @Contributor1 can help you out.

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      ABAMBO | Hard- and Software Engineer | Photographer
        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        Nov 20, 2023 1:24 PM UTC

        contact adobe support and ask.  there are 2 ways to contact adobe; chat and twitter (now x):

        chat:
        use a browser that allows popups and cookies
        and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
        in the chat field (lower right), type AGENT
        be patient, it can take quite a while to reach a human.

        twitter/x:
        tweet @AdobeCare

        p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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