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I
Ivan_Bushuev
Participant
August 8, 2018
Answered

System errors

  • August 8, 2018
  • 2 replies
  • 539 views

Hi. I've tried to purchase some videofootages from Adobe Stock.

Some of them had successfully done. For now I have some payment confirmation by Adobe for downloaded videos.

But some of them was stopped with the window of system error and asking to "try again later". Every try of these my bank had recognized as the transactions and had withddraw the money for them. But there is still no videos to download and no confirmations by Adobe for them. How can I be sure that my money for that tries will be returned to my bank account and you Adobe will not withdraw the money for the unsuccessful purchases?

Sorry for poor english. I'm not ntaive

This topic has been closed for replies.
Correct answer twaritar3263062

иванб25662512,

I have checked your account details and noticed that all the files which have been mentioned(in your earlier post) above have been successfully downloaded by you and we have received the payment for the same.

Also, while going through your transaction details, I noticed that there has been an instance where you were trying to download an asset from our website and it showed you a system error while purchasing the licenses, but the charge did not come through and hence the purchase was not complete. We have not received any amount for the same because the authorization for the card on file failed, so I would request to contact your bank so that they can check the reason for the failure of this transaction.

Regards,

Twarita

2 replies

twaritar3263062
twaritar3263062
Participating Frequently
August 8, 2018

Hi иванб25662512,

Sorry to hear that you are facing issues with Adobe Stock services.

Please share the file IDs(the one which had the system errors) which you are referring to so that we can can further assist you.

Regards,

Twarita

I
Ivan_BushuevAuthor
Participant
August 9, 2018

The “system error” window was at the moment of purchasing the licenses.  The numbers and names of files that had “try again later” advices.

-Offshore oil platform or oil rig in the open ocean / AdobeStock_185962884

-Vianden Castle And Village / AdobeStock_116124125

-Sain-Michael’ Church / AdobeStock_116124745

-Sunset in Luxembourg / AdobeStock_18692934

-Young male entrepreneur working in office of exchange and driving lively trade while speaking with headset / AdobeStock_179770256

It’s all bought for now. But the bank still recognize our failed tries as the transactions. Please check up the history of payments from my account. Thank you.

twaritar3263062
twaritar3263062Correct answer
Participating Frequently
August 9, 2018

иванб25662512,

I have checked your account details and noticed that all the files which have been mentioned(in your earlier post) above have been successfully downloaded by you and we have received the payment for the same.

Also, while going through your transaction details, I noticed that there has been an instance where you were trying to download an asset from our website and it showed you a system error while purchasing the licenses, but the charge did not come through and hence the purchase was not complete. We have not received any amount for the same because the authorization for the card on file failed, so I would request to contact your bank so that they can check the reason for the failure of this transaction.

Regards,

Twarita

WendellaBee
Adobe Employee
WendellaBee
Adobe Employee
August 8, 2018

Hello,

When you are signed into the Adobe Stock website click on the menu under your avatar and look for License History. This will show all of the assets you successfully licensed and you will be able to download them from there as well.

EBQ

I
Ivan_BushuevAuthor
Participant
August 8, 2018

Thank you for your respond but what about transactions? Let me explain.

I've bought 8 licenses for 8 videos, it's ok. But when it was "sorry it's error try again later" for my my bank it was 18 good approved transactions. How can I prove them that I bought only 8 items, not 18? Thank you in advance

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