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Question

Adobe stock downloaded video didn't work

Forum|Forum|3 years ago
January 30, 2023
2 replies
313 views

Hi,
I recently paid and downloaded this video stock in 4K:

https://stock.adobe.com/fr/video/soaring-up-dandelion-seeds-on-black-background-4k/268880634?prev_url=detail

(The clip reference is: AdobeStock_268880634)

However, we couldn’t open the file in Premier, Quicktime, or encode it so it was unuseable. It was needed for an urgent project so in the end we couldn’t include it. I am looking to get a refund for this but I have found it very difficult to get hold of anyone at Adobe so I'm hoping to get some response here.

Cheers.

[Moderator moved the thread from Stock Contributors to the correct forum]

This topic has been closed for replies.

Adobe Employee

@bena7306824 There is something wrong with the file, please contact customer care to request a refund.

Community Expert

Community Expert

For a refund, you will need to contact Adobe customer care.

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

How can this file be offered as a 4k asset, when it is only available as an HD asset?

ABAMBO | Hard- and Software Engineer | Photographer

Adobe Employee

You have to select 4K to see 4K dimensions

Community Expert

Community Expert

You have to select 4K to see 4K dimensions

By @WendellaBee

My silly! 😉

ABAMBO | Hard- and Software Engineer | Photographer