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susiez48928142
susiez48928142
Participant
March 27, 2020
Answered

How can I get my Stock licenses back that I already paid for?

  • March 27, 2020
  • 2 replies
  • 758 views

Earlier today, I was browsing assets to license, and had 120 asset licenses available that I've already paid for. About 5 hours later, I just went to go license a few images, and now my licenses have all disappeared. 

 

I updated my payment method, but I'm still unable to get my licenses back. A chat support agent told me I forfeited all of my licenses and they won't give them back.

 

This is so upsetting condsidering the economic hardships so many of us entrepreneurs are facing amid the novel coronavirus pandemic. Adobe states "As the situation with COVID-19 unfolds, we’re committed to giving you the support and resources to navigate this challenging time." Those are my resources that I already paid for... can't someone make an exception and restore my licenses or credit me for them considering this extraordinary circumstance?

 

Does anybody know if I can contact someone specific to help get my licenses back? I have been an Adobe subscriber for years, both personal and professional, and I'm disheartened that they are being so cold about something so small to them, and willing to cause stress and pain when they could just click a button to prevent or alleviate it. 

    This topic has been closed for replies.
    Correct answer WendellaBee

    Hi suziez...,

    Please contact customer care, https://helpx.adobe.com/contact.html, for assistance with your issue.
    It appears that you switched to a new plan and you'll need customer care to assist you with retrieving the quota from your old subscription.

    EBQ

    2 replies

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    March 27, 2020

    Just to add to EvilBugQueen1's answer: changeing the subscription to a lesser model forefeits the current assets. You need to stay friendly but determined to persuade customer service to restaure your credits. Direct the customer agent to this thread if there are problems.

    ABAMBO | Hard- and Software Engineer | Photographer
    B
    bookeco27607076egek
    Participating Frequently
    December 20, 2022

    Hi,

    I'm in the same situation and, I can imagine, as a lot of people.

    I don't want to subscribe a plane, I sent to Fotolia some "not expiring" money and now that I'm asking to prove my legal use of a photo, I looking for my licenses but they are missing. 

    I had not my money back with their fade out.

    As for me, when I subscribed, I was not required to do periodic check about licenses availability.

    Actually, I'm able to interact only with the virtual assistant wasting my time. 

    So, cause you have my account data, I think it should be immediate bring back the licenses I payed.

    Thanks.  

    WendellaBee
    Adobe Employee
    WendellaBeeCorrect answer
    Adobe Employee
    March 27, 2020

    Hi suziez...,

    Please contact customer care, https://helpx.adobe.com/contact.html, for assistance with your issue.
    It appears that you switched to a new plan and you'll need customer care to assist you with retrieving the quota from your old subscription.

    EBQ

    susiez48928142
    susiez48928142Author
    Participant
    March 31, 2020
    Hi, thank you for your reply. I had contacted Adobe support, but the agent
    made me change my plan to a higher one and pay more to get additional
    licenses. Nobody offered to give me my old ones back.

    All I wanted was to get my old subscription and old licenses back. Can you
    help me to do this? I don't want the higher/more expensive subscription in
    the first place, but the agent said it was the only thing they would allow
    me to do.
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