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Participant
January 30, 2023
Question

Adobe stock downloaded video didn't work

  • 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.

2 replies

WendellaBee
Adobe Employee
Adobe Employee
January 30, 2023

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

Abambo
Community Expert
Community Expert
January 30, 2023

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)

 

@joon.Stock,

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
WendellaBee
Adobe Employee
Adobe Employee
January 30, 2023

You have to select 4K to see 4K dimensions

 

Abambo
Community Expert
Community Expert
January 30, 2023
quote

You have to select 4K to see 4K dimensions


By @WendellaBee

My silly! 😉

ABAMBO | Hard- and Software Engineer | Photographer