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Faiqua27536473csxv
Participant
December 14, 2022
Answered

Cannot download images and videos

  • December 14, 2022
  • 3 replies
  • 336 views

Hi, have purchased a plan for 750 stock images or 25 videos for a month but cannot download- images or videos. 

Pls assist.. 

This topic has been closed for replies.
Correct answer WendellaBee

This is expected behavior the asset I mentioned in my previous comment consumed your quota, it was a premium asset. You can either buy on demand or wait until your quota renews. Whenever you license a premium asset there is a confirmation dialog that tells you exactly how much of your license quota will be used for the license.

3 replies

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Faiqua27536473csxvAuthor
Participant
December 19, 2022

Hi, is there a number I can call on regarding this? I've been calling 800-915-9428 but its unavailable. I checked the Liscence History and have only downloaded 64 assests and I can't download any more for some reason. 

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
December 19, 2022

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)

ABAMBO | Hard- and Software Engineer | Photographer
WendellaBee
Adobe Employee
WendellaBee
Adobe Employee
December 14, 2022

You've consumed all of your plan quota, you should be prompted to purchase assets on demand at a discounted price. You licensed premiun asset https://stock.adobe.com/298153426 on the 30th of November. Check your license history for details.

F
Faiqua27536473csxvAuthor
Participant
December 19, 2022

Is there a way to check what I have downloaded? I haven't used 750 assets

F
Faiqua27536473csxvAuthor
Participant
December 19, 2022

I've only downloaded 70-80 photos and about 4 videos 

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
December 14, 2022

You cannot download? What is the error message you get? Is it a specific asset or all assets?

ABAMBO | Hard- and Software Engineer | Photographer
    F
    Faiqua27536473csxvAuthor
    Participant
    December 19, 2022

    No error message, its asking to purchase the asset. Happens for all of them

     

    WendellaBee
    Adobe Employee
    WendellaBeeCorrect answer
    Adobe Employee
    December 19, 2022

    This is expected behavior the asset I mentioned in my previous comment consumed your quota, it was a premium asset. You can either buy on demand or wait until your quota renews. Whenever you license a premium asset there is a confirmation dialog that tells you exactly how much of your license quota will be used for the license.

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