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Johann22133692e64x
Participant
November 20, 2023

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

  • November 20, 2023
  • 4 replies
  • 360 views

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!

    This topic has been closed for replies.

    4 replies

    J
    Johann22133692e64xAuthor
    Participant
    November 21, 2023

    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

    C
    Community Manager
    Contributor1Community Manager
    Community Manager
    November 21, 2023

    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.

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      November 20, 2023

      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.

      ABAMBO | Hard- and Software Engineer | Photographer
        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        November 20, 2023

        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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