Hi Lyndsay,
Sorry to hear that you are facing troubles with the Stock services.
I just checked your account details and cannot locate a Stock subscription under the Adobe ID shared with forums. I only noticed Creative Cloud Student and Teacher's subscription under this Adobe ID.
Also, I see you have downloaded a free template from the Stock website on 5/17/2017.
Additionally, I would like to inform that you can try out Adobe Stock images and videos by downloading the low-resolution, watermarked version, but in order to remove the watermark or for getting the high-resolution file, you will need purchase a subscription from our plans page: Adobe Stock pricing and membership plan | Adobe Stock
I would request you to share little more information on the query above as well as about your Stock image purchase so that we can assist you further.
Regards
Twarita