Skip to main content
samnalven
Participating Frequently
Oct 25, 2018 12:31 AM UTC
Answered

Essential Graphics Purchase Refund

I purchased an essential graphic order #ADB043767876

It is unusable since it has a permanent background. I would please like a refund.

Additionally why do I have to post this to a public forum? Why can't I just write an email or open a chat? Seems ridiculous.

    This topic is closed to new replies. Start a new post to keep the conversation going.
    Rameez_Khan
    Rameez_KhanCorrect answer
    Legend
    Nov 30, 2018 1:43 PM UTC

    The opacity slider doesn’t remove the background. Even after rendering the clip.

    Sent from my iPhone


    Sorry for my delayed response!

    Can you reach out to us via phone or chat here? Contact Customer Care  

    We'll need to hop on a remote session to troubleshoot this further.

    Thanks.

    Rameez

    View reply

    9 replies

    hencer
    Participant
    Oct 25, 2018 6:46 PM UTC

    Have you checked the file well? because according to the product it has an optional background. So you can remove it and place yours.

    • Easy to use
    • Optional background image included
    Translate
    samnalvenAuthor
    Participating Frequently
    Oct 25, 2018 7:50 PM UTC

    I have not found an option to remove the background in the essential graphics window.

    Translate
    Rameez_Khan
    Rameez_Khan
    Legend
    Oct 29, 2018 7:20 PM UTC

    Hi samnalven,

    Let me check this on my end and get back to you. Which OS and Premiere Pro version are you using?

    Thanks,

    Rameez

    Translate
    Sheena Kaul
    Sheena Kaul
    Legend
    Oct 25, 2018 5:01 PM UTC

    Hi Sam,

    I apologize for the troubles that you've faced.

    We don'have any direct support email address but you can reach the chat support via Contact Customer Care

    Also, please confirm me the file ID with which you're facing issues so that I can assist you towards the resolution.

    Regards,

    Sheena

    Translate
    samnalvenAuthor
    Participating Frequently
    Oct 25, 2018 5:34 PM UTC

    File id# 208973865

    Customer care was not an option for Adobe Stock support. Only forum.

    Translate
    Sheena Kaul
    Sheena Kaul
    Legend
    Oct 25, 2018 7:24 PM UTC

    Looping in RameezKhan​ to check the MOGRT file and help you better.

    Translate
    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices