Stock template not the same as preview

I downloaded a grid template that showed videos being used but after downloading the mogrt on Premiere it doesn't work that way. The grid only allows you to use still pictures. This is the 5th or 6th time I've licensed these templates that don't do what's displayed in the preview.  I'm spending a lot of money on these features each month and it's becoming useless. Even more ridiculous is how you have to find help to address these issues with Adobe.  People pay too much to go on an odyssey on Adobe to find help.