Can’t use my already-purchased credits

Question

Hi there,

I recently purchased a 5-credit pack. I used 2 of the credits with no problem. But no matter what I do, Adobe won't let me use the 3 remaining credits I have. Every time I try, I get this message:

Error

We're sorry, but a system error occurred. If you do not receive a payment confirmation email in the next few minutes, please try again or contact customer service.

I called Adobe last week and talked to two different people about this issue. They had to keep putting me on hold to talk to their team and supervisor to figure this out, but ended up saying they would need to look into it further and would call me within 24 hours. That was 4 days ago and they have not called. So I'm posting here, hoping someone can help me. The case # they gave me was: ADB-26143567-K5B7

I have the transaction invoice showing I paid for these 5 credits in July. And my account says I still have 3 left. But they're untouchable. I do not want to be out that money and need to use these credits for my job.

I did have a subscription that I cancelled in June, but this has nothing to do with that subscription. The time frame doesn't even overlap with my credit pack purchase. I appreciate any help you can give me. Thank you!

Abambo · Accepted Answer

Have you tried using a different browser or an iPad to licence the assets? I suppose you tried to licence standard assets, nothing more expensive?

I suggest, that you contact Adobe support again. 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.

(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)

There may also be help to come from @WendellaBee, by looking into the case and checking with the team. But still, I suppose it would speed up things to contact support with your case number.

WendellaBee · Answer

Please contact customer care and do get a case number. Share it with me here and I can track this issue for follow up if needed.

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