downloading images from our Adobe Stock account

Question

I was chatting with someone else about this issue and then they referred me to you because apparently we have an Enterprise Teams Plan. We have a multi-user subscription, and recently there was an employee transition over a month ago. As part of that process, our IT department updated the subscription today so it is now associated with my name and email address.

I'm not sure what changed, but I am suddenly unable to download images. The system indicates that the following assets were successfully downloaded and that credits were used, but the files never actually download to my computer:

#1892227483
#276928017
#254156968

To troubleshoot, I have tried multiple browsers and had several coworkers log in using accounts that share the same credit pool. They were also unable to download the images.

I was able to download images successfully on June 17, but since then I have not been able to download any assets. We have tested several different images to rule out an issue with a specific file, and in the process have used multiple credits without receiving the downloads.

Could you please help investigate this issue and determine why the downloads are not being delivered?

Thank you for your assistance.

Amy Roberts

Senior Graphic Designer

Nancy OShea · Answer

You posted to Stock Contributors. This belongs in the Stock customer forum below. I’ll ask an employee to move it.

https://community.adobe.com/stock-29

I’m not an Enterprise user but my Individual Stock assets are typically stored online in the web-based License History folder and/or Creative Cloud Libraries.

The exact location depends on how you sourced or saved the items:

Previously Licensed Assets: Sign in to the Adobe Stock Website, click your avatar/profile icon, and select License History. You can re-download any previously licensed image, video, or template from here for free.
Creative Cloud Libraries: Open the Libraries panel in any desktop app (like Photoshop or Illustrator) by going to Window > Libraries. Your saved and previewed assets will be in your Downloads folder or custom library folder.
Local Computer Folders: If you downloaded them to your computer, check your default local Downloads folder for files starting with "AdobeStock_".

Hope that helps.

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