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Rachel Fisher
Participating Frequently
Oct 13, 2018 11:17 AM UTC
Answered

run out of subscription allowance, unable to purchase extra images

Usually, I go over my subscription allowance of 10 per month, not by many, usually up to 5. I used to be able to use the overage license feature, which means you can purchase extra images for a discounted rate of £2.39 (i think it is). This feature has stopped working. I can no longer purchase extra's above my subscription limit.

The error messages blame my card details, which are saved on my account and during the purchase process it never gives me the option to use a different card. The bank says it's not even getting a request for payment. My subscription renews, as per normal (with the same card details) and I have 10 images to use again. Until they're gone, and I'm left with the same problem. 

Apart form driving me mad, and leaving me in a precarious position with delivering client work. Chat support have no ideas (yes, I've cleared my cache and my cookies) and the phone number on the support page won't connect (it looks like a US number, I'm in the UK).

I am about to recommend that my whole team takes up an Adobe stock account, but I don't see how I can when I've unresolved problems.

Any ideas welcome!

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WendellaBee
WendellaBeeCorrect answer
Inspiring
Nov 30, 2018 6:06 PM UTC

I'm sorry, I don't have chrome. Do you have instructions for firefox or safari?


Hello R.F.,

I didn't see your reply until now. I see that you have since cancelled your personal Stock subscription. If you do require additional assistance please reply and tag me in your response.

EBQ

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13 replies

Rachel FisherAuthor
Participating Frequently
Oct 25, 2018 12:41 PM UTC

This is happening again I can't licence any images

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WendellaBee
WendellaBee
Inspiring
Oct 25, 2018 2:51 PM UTC

Hi RF,

I looked up your account using the Adobe ID that you are using on the forums and I don't see any issue with your subscription. Are you receiving an error message? Can you provide more details about the issue please?

EBQ

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Rachel FisherAuthor
Participating Frequently
Oct 25, 2018 3:34 PM UTC

I just can't purchase any images, from within any of the Adobe programs or from the website.

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WendellaBee
WendellaBee
Inspiring
Oct 15, 2018 11:17 AM UTC

Hi RF,

Can you please navigate to https://accounts.adobe.com/ and review your payment method there? If all looks good there can you provide us with a screenshot of the error you are receiving please?

EBQ

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Rachel FisherAuthor
Participating Frequently
Oct 15, 2018 12:14 PM UTC

I have solved this. I had a different card for my CC all apps subscription. I changed this to match the card being used for the stock subscription and now everything seems to be fine. I don't know why this would matter... but it's now resolved.

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WendellaBee
WendellaBee
Inspiring
Oct 15, 2018 12:24 PM UTC

Hi RF,

I'm not sure why that worked because the payment methods for Adobe Stock and Adobe Creative Cloud are not dependent on each other. I'm glad it's resolved. Please let us know if you encounter this again.

EBQ

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