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sharonv46370221
Participant
April 24, 2018
Answered

Credits Disappared

  • April 24, 2018
  • 4 replies
  • 1484 views

Hello,

I had 40+ credits in my account as of two days ago and now I no longer see them. My last conversation last year with Adobe said that my credits would not expire. I no longer see this and I also see some subscription that I have not signed up for that was declined?

Please look into my account and let me know what is going on. As soon as I've finished redeeming my credits I will most certainly subscribe, but not if I have remaining credits.

Thank you,

Sharon

    This topic has been closed for replies.
    Correct answer twaritar3263062

    Hi Jennie,

    The issue has been taken care off and resolved. Here is the case number for the same: ADB-1926717-R3K4

    Feel free to update this thread in case of any additional questions.

    Regards

    Twarita

    4 replies

    jreinish
    jreinish
    Participant
    April 24, 2018

    Twarita I tried your suggestion and with both links it only takes me back to the forum to ask questions. I cannot get in touch either by phone or chat. This is super frustrating and I would like to get it resolved today. Can you help me to get a phone number so I can get this figured out?

    Thank you

    twaritar3263062
    twaritar3263062
    Participating Frequently
    April 25, 2018

    Hi Jennie,

    Please see your private message.

    Regards

    Twarita

    twaritar3263062
    twaritar3263062
    Participating Frequently
    April 24, 2018

    Hi Sharon,

    I see you have an Adobe account under the same ID as with forums.

    While going through your account details, I noticed that when you migrated your account from DPC to Adobe Stock it was credited with 102 free image licenses on 4/21/2017. These licenses were only valid for one year from the date they were added to the user's account and that is the reason your remaining assets got expired on 4/21/2018.

    You may also reach out to our support team Support FAQ: How can I contact Adobe for support? for further assistance.

    Feel free to update this thread in case of any additional questions.

    Regards

    Twarita

    WendellaBee
    Adobe Employee
    WendellaBee
    Adobe Employee
    April 24, 2018

    Hello Sharon,

    I reviewed your information and it show that your licenses expired on 04-20-2018. Licenses expire after one year.

    EBQ

    S
    sharonv46370221Author
    Participant
    April 24, 2018

    EBQ,

    During my last phone call with Adobe, they said my license credits would NOT expire as I had this issue one year ago and that I no longer had to worry about them expiring. These were credits issued due to Adobe buying out another company that I had subscribed to.

    Please review again.

    Thank you,
    Sharon

    jreinish
    jreinish
    Participant
    April 24, 2018

    The exact same thing is going on with me. I really need my credits as I have a project I need to finish, and they are gone and its just giving me the option to buy credits or subscribe monthly. I don't mind doing that once I've used my credits, but they have disappeared and were just there last time I checked not very long ago.

    WendellaBee
    Adobe Employee
    WendellaBee
    Adobe Employee
    April 24, 2018

    Hello Jennifer,

    I reviewed your information and it shows that your licenses expired on 04-04-18. Licenses expire after one year.

    EBQ

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