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Joshua30554780xzsl
Participant
June 17, 2023
Question

How to refund for unused credits bought by mistake?

  • June 17, 2023
  • 2 replies
  • 361 views

Hello, I mistakenly bought 5 credits for $49.95 thinking I would be able to use them for stock videos. However, the videos I want require more credits, and I don't see a way to use what I have toward purchasing licenses for them.


I would not mind paying the difference (the videos I want are $79.99), but there is no way that I can figure out how to do that, so I would like a refund so I can buy them individually.

I tried to get a refund online by talking to a human for customer support, but I cannot access customer support because I am referred to my school's IT help desk, and  there is no help desk for my school!

Can someone help me?

This topic has been closed for replies.

2 replies

WendellaBee
Adobe Employee
WendellaBee
Adobe Employee
June 19, 2023

@Joshua30554780xzsl,


The customer chat app is referring you to the administrator of the school account, so whomever owns that. However you made your credit pack purchase as an individual and customer care should be able to help you though I'm not certain the chat app is able to realize that this was an individual subscription. Can I request that our customer care team reach out to you at the email address you are using here on the forums?

    J
    Joshua30554780xzslAuthor
    Participant
    June 20, 2023

    Yes please reach out to me! Thank you!

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    June 17, 2023

    You need 8 of those credits for one HD video. you should have bought the credits using a private Adobe ID, not a school ID. With a Teams and Enterprise account, the account admin is responsible for the first level support. That's why they sent you to your schools helpdesk. And your school (or the subscription provider, if it is one outside of your school), needs a helpdesk or an administrator who is also helpdesk. 

     

    However, as it was possible for you to buy the credits with your credit card (?), you should be able to get a refund to the same credit card.

     

    I would contact customer care again, using the credit card argument. If that does not work out, update this thread. Good luck.

     

     

     

    ABAMBO | Hard- and Software Engineer | Photographer
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