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kazzjazz
kazzjazz
Participant
January 23, 2018
Answered

Missing images

  • January 23, 2018
  • 1 reply
  • 558 views

I had about 18 images in my account to download. I went to pick images today and it is showing no downloads available. I understand credits expire after a year but I haven't had this email address for a year so how could my credits have expired?

    This topic has been closed for replies.
    Correct answer Sheena Kaul

    Thanks Twarita,

    I really appreciate your help.

    I tried the links you supplied but they only took me around in circles where the only option available to me was to look through the community forum. How I can I send an email to your support team to see if an exception can be made?

    I appreciate it may not be possible but at least I can say I tried my best.

    Kind regards,

    Karen


    Hi Karen,

    I have added the forfeited credits to your account as an exception.

    Please check the same in your account.

    Regards,

    Sheena

    1 reply

    twaritar3263062
    twaritar3263062
    Participating Frequently
    January 23, 2018

    Hi Karen,

    Sorry to hear that you facing troubles.  I have checked your account details and noticed that you had an Adobe Stock 10 images a month (a year) plan  under the Adobe ID shared in the forums,  after reviewing the case notes, it seems that the subscription was cancelled as per the request on 11th November 2017 and thus the remaining assets(18) got expired on 12/16/2017.

    I would like to let you know that you can use your available licenses as long as your subscription is active, but you forfeit any unused licenses upon cancellation of your subscription. You may also refer to Common Questions about plans, purchasing, and availability, Adobe Stock for more details.

    Feel free to update this thread in case of any additional questions.

    Regards

    Twarita

    kazzjazz
    kazzjazzAuthor
    Participant
    January 23, 2018

    Dear Twarita,

    Thank you for your prompt reply.

    When I spoke to the gentleman about my account he was quite helpful and

    understood my dilemma but he did not tell me in anyway that I would be

    losing 18 images!!!!!

    Is there anything that can be done about this?

    I am a new free-lance graphic designer and having access to those 18 images

    at this time would be most helpful in promoting my new business. I have a

    meeting with a new business mentor today who is advising me on how to

    self-promote.

    Kind regards,

    Karen

    On Wed, Jan 24, 2018 at 1:36 AM, twaritar3263062 <forums_noreply@adobe.com>

    twaritar3263062
    twaritar3263062
    Participating Frequently
    January 24, 2018

    Hi Karen,

    I understand your concern, however, I would request you to contact our support team Support FAQ: How can I contact Adobe for support?  so that they can check if an exception can be made in your case.

    If you are unable to reach our support team through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

    If you still face troubles please let us know so that we can further assist you.

    Regards

    Twarita

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