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D
defaultb6t3gqrmbmu8
Participant
January 4, 2023
Answered

100 Stock Assets Disappeared From My Account

  • January 4, 2023
  • 2 replies
  • 825 views

I paid for the 30 assets per month plan for awhile so I could save assets for a major grad school project coming up. Now I only need 10 assets per month, so I switched back to that tier in September. I should have 160 credits today.

 

But I woke up and I have 50 credits. What happened? I need to be compensated - this is lawsuit material and TERRIBLE business practice if some stipulation hidden in your contract somewhere says "We delete everything you've already bought and paid for." 

 

How does this make sense? Is your business crashing and you need to hurt your clients and customers like this to make a buck? I have NOT encountered another service that does this, so I'm hoping it's a mistake on your part. 

 

I need these assets ASAP!

    This topic has been closed for replies.
    Correct answer WendellaBee

    Hi @defaultb6t3gqrmbmu8.

    I've reviewed your subscription using the Adobe ID that you are using here on the forums. You previously had a 40 asset plan and now have a 10 asset plan. We don't offer any 30 asset plans. When you cancel a subscription any unused quota will expire upon cancellation. You would have received a confirmation email with this information when you cancelled your subscription. If you have additional questions please reach out to our customer care team.
    https://helpx.adobe.com/contact.html

     

    2 replies

    O
    Otakar0101
    Participating Frequently
    February 18, 2023

    Hi, have you reached any result with this case? I have encountered a similar behaviour.

    I purchased 410 assets since 2020.

    I have used only 28 assets.

    My account says I have 67 assets available now.

    If my calculation is correct, I should have 382 assets as of now.

    Where have these assets go?

     

    I am already talking to the support, they are not giving me any meaningful explanation and try to make me feel stupid telling that "You have used  Stock assets which were credited in your Adobe account, hence you are seeing less assets in your account."

    They try to shut me up with 3 months subscription for free. 

     

    This is a lawsuite material and I would like to collect more cases like yours.

    If anyone else noticed a similar behaviour, please comment here.

    This is a scandalous behaviour from company like Adobe.

      T
      Test Screen Name
      Legend
      February 20, 2023

      I wonder if you are taking into account that unused assets purchased under a subscription will expire after 12 months. For example under a 10 assets per month plan, the number of assets rises to 120 and cannot ever get larger.

      WendellaBee
      Adobe Employee
      WendellaBeeCorrect answer
      Adobe Employee
      January 4, 2023

      Hi @defaultb6t3gqrmbmu8.

      I've reviewed your subscription using the Adobe ID that you are using here on the forums. You previously had a 40 asset plan and now have a 10 asset plan. We don't offer any 30 asset plans. When you cancel a subscription any unused quota will expire upon cancellation. You would have received a confirmation email with this information when you cancelled your subscription. If you have additional questions please reach out to our customer care team.
      https://helpx.adobe.com/contact.html

       

        D
        defaultb6t3gqrmbmu8Author
        Participant
        January 9, 2023

        I didn't cancel my plan. I moved it from 40 assets to 10 assets this past July. I thought I still had time left. I got no notification - in fact, I had 150 assets in my account at end of December. Now I have 50.

         

        Why did I lose 100 assets this month? 

         

        Why do your assets not rollover? I paid almost $600 for those credits. Who can I speak to about this issue?

        WendellaBee
        Adobe Employee
        WendellaBee
        Adobe Employee
        January 9, 2023

        To help me understand better, could you tell me how you switched from the 40 asset plan to the 10 asset plan?

         

        I recommend contacting customer care, https://helpx.adobe.com/contact.html, for assistance. Click on the chat icon in the lower right portion of the page. If you are unable to see this feature you may need to scroll down before it will appear or set your browser to private or incognito mode. Declining any Adobe Cookies may affect the presence of the chat feature.

         

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