Question
Adobe Stock Credits and Losing if you don't use it
My name is Awnica Browne. I am a Photographer in San Jose, CA. I am a small business that focuses on Brand Photography and Video. I have been a life long Adobe user. I was using your Premiere product to create a movie and used some Adobe Stock footage to complete the video. I was about to use my last credit and thought, this couldn’t be my last credit. I have been paying for Adobe Stock for 4 years, I should have an abundance of credits to download more videos and photos to complete my project. I thought due to not making my monthly payment yet that that was the cause of not allowing me to download more. I called Customer Service to confirm and to my utter shock, I was told that I lost all of my credits. I thought the Generative Ai of 1500 was the number of stock images that I had previously paid for and were sitting there waiting for me to use. That was not the case. I literally lost all of my unused credits, without an email letting me know that my year was about to be up and I would need to download images and I would lose them.
I am messaging the [Moderator deleted private information. Please do not post private information like e-mails and phone numbers] to see understanding as to why this is your policy? If a customer does not get their monies worth, how is it fair that Adobe would be able to pocket the money and the customer doesn’t get what they bargained for? I spoke with a manager, Bhavika and she refunded a year’s subscription, $359.98 (at a rate of $19.99/mo.). But what about the other 3 years, where I paid $29.99/mo.? What about an email reminder from Adobe to its customers that you have remaining unused credits, what about applying that money to the monthly $54.99 I pay per month? As a Photographer I could choose many different stock photo and video companies like StoryBlocks or Envato. I cancelled those subscriptions years ago to stay in the Adobe eco system. I will be reaching out to every forum and every commercial Photography organization like ASMP and APA, WPPI, X (formerly Twitter) my congressman, my Governor, Gavin Newsom and commercial photographer and videographer, production company small and large of these practices. This is how class-action lawsuits get started.
I want an explanation as to why unused credits cannot be rolled over. I struggle to think of one besides greed. If there is another reason I would like to know what it is. I also want to know why an email or some communication is not sent out to let Adobe customers know that there year subscription is coming to an end and to download any assets remaining of their unused credits. Adobe is pocketing the money and not applying them to your monthly Creative Suite subscription. The Artists, Photographers, Videographers Motion Graphic Artists and and Graphic Designers that are contributing to your stock library aren’t seeing the money because they only get paid when a user downloads their asset. So again, why would the customer not be able to rollover the credits? Where is the Integrity Adobe? 
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