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moochina
Participant
May 24, 2024
Answered

Crédits disparus

Bonjour, 

J'avais un gros stock de crédit accumulé pendant plusieurs années or j'ai découvert que depuis plusieurs semaines ce stock a disparu... Comment cela se fait-il ? 

Merci

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Jill_C
Jill_CCorrect answer
Community Expert
May 28, 2024

Entendu, merci. Pourriez-vous svp me dire comment contacter le support client Adobe ?

Merci pour votre aide

Joséphine 


Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen.  If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction

Jill C., Forum Volunteer
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7 replies

Jill_C
Community Expert
Jill_CCommunity Expert
Community Expert
May 24, 2024

Two possible reasons come to mind. Credits are capped at the total paid for in a year. For instance, if your subscription is for 10 credits per month, they will continue to accrue until you reach 120 credits. Unused credits are also lost when you cancel your subscription.

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Jill C., Forum Volunteer
moochinaAuthor
Participant
May 27, 2024

Bonjour, Je n'ai pas annulé mon abonnement donc normalement je devrais les avoir en stock non ?

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Jill_C
Community Expert
Jill_CCommunity Expert
Community Expert
May 27, 2024

Correct. If you have not cancelled your subscription, and have not licensed enough images to have consumed your credits, they should still be available for licenses. Did you review your recent licensing activity? Some people have reported accidentally licensing Premium Assets, which use up many credits. If that's not the problem, you should contact Adobe Customer Support to have them take a look into your account.

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Jill C., Forum Volunteer
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