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Anonymous
December 9, 2022
Answered

Cannot download videos

I am unable to download videos even though I have over 400 assets . When I try the only option is to buy , this only applies to videos I am able to download images , vectors etc 

Correct answer
December 9, 2022

Thanks for all of the help from everyone, I received my call back and he was able to resolve all of my issues 

 

           Thanks again for everyone's help

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10 replies

WendellaBee
WendellaBee
Inspiring
December 9, 2022

On a further look I see that you have multiple Adobe Stock subscriptions, this is problematic as the system only supports one subscription at a time. Please contact customer care for additional assistance. They can help sort this out for you. For my reference, because I work on the Adobe Stock engineering team, could you tell me where you purchased your two Adobe Stock subscriptions? One is bundled with your Creative Cloud subscription and the other is a 40 asset subcription.  If you can provide me with these details it could help other customers that might encounter this issue.

 

Here is the information for contacting our customer care team

https://helpx.adobe.com/contact.html

Click on the chat icon in the lower right portion of the page. If you are unable to see this feature you may need to scroll down before it will appear or set your browser to private or incognito mode. Declining any Adobe Cookies may affect the presence of the chat feature.

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Anonymous
December 9, 2022

Thanks I was just on the phone and customer service couldn't figure out the problem even though I told her I had the two accounts . One question if I cancel the 40 assets account will I still keep my 480 assets or lose all of my assets 

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Jill_C
Community Expert
Jill_CCommunity Expert
Community Expert
December 9, 2022

You do not lose any previously licensed assets, though you need to be sure that you've downloaded all of them prior to canceling the subscription because you'll no,longer have access to your Library on that account. You will lose any unused credits, however, so perhaps you shouldn't cancel until you've used all those credits.

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Jill C., Forum Volunteer
WendellaBee
WendellaBee
Inspiring
December 9, 2022

Hello @Robxfedex,

Is this all videos or on particular video? If the latter could you please provide the asset ID?

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