My card wasn’t updated in time, and my accumulated credits were permanently removed.

I’ve been a long-time Adobe Stock subscriber. Recently, my credit card wasn’t updated in time, and as a result my accumulated credits were permanently removed.

When I contacted support, I was told there is no grace period and no one-time restoration option — even for long-standing customers.

I understand policies need to exist. However, it feels discouraging that loyalty does not appear to factor into situations like this.

Has anyone else experienced this?

Is there any escalation path or exception process that worked for you?

I’m hoping to understand if this is strictly enforced across the board or if there are any solutions others have found.