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J
joannal9
Participant
April 1, 2019
Answered

Where have my image credits gone?

  • April 1, 2019
  • 1 reply
  • 1894 views

Hi

I was using my 30 images credits I’d complied after signing up for the supposedly free trial and ending up getting charged &119.97.

I was planning on using them before unsubscribing today as I understand I lose them once I unsubscribe.

I had my photos picked out and only got to downloading/licensing 11 out of 30 photos when I started getting told Iz would be charged the full price and there was no trace of my photo credit.

where are they? What happened?

I want them back and I want to unsubscribe before I am charged another $39.99 for a trial that was meant to be free.

Otherwise you can refund me for the remaining photographs which would be nearly $79.98 minus one photo.

Let sort this out before the next subscription charge.  I have tried calling and it never answers and there is no contact email on the site and ai can’t get through to the chat. This is the only help point I can find.

thanks for your assistance

Joanna

    This topic has been closed for replies.
    Correct answer Sheena Kaul

    Hi Sheena

    Thanks for offering to help me.

    I was trying to cancel the membership before the new billing date but not being able to spend my remaining credits prevented me from doing so. I am not willing to pay another $39.99 for this membership I didn’t want in the first place.

    Here are the screen shots of where I haven’t been able to use my credits and it’s asking me to use pay for images instead.

    This started happening on the 31st of March.

    Please let me know how we can resolve this.

    thanks

    Joann

    [Moderator removed private info in images]


    Joanna, I am able to understand the issue here. You're being asked to pay because you're trying to license a premium asset which is on-demand.

    The subscription plans are for Standard assets only.

    Please see Common Questions about plans, purchasing, and availability, Adobe Stock for more details.

    1 reply

    Sheena Kaul
    Sheena Kaul
    Legend
    April 1, 2019

    Hi Joanna,

    I apologize for the troubles that you're facing.

    I did check your account (as on forums) and see that you've 29 licenses left in your account to be downloaded. Are you seeing a different number?

    Please try to sign out and sign in to your account and check.

    Regards,

    Sheena

    J
    joannal9Author
    Participant
    April 1, 2019

    Hi

    Thanks for your reply.

    i had 19 when I wrote my post. I thought that was the number of images I had purposed as they are the same.

    It’s not letting me use the credits to purchase images.

    Why is this and what can be done?

    Also since it’s now saying 29 credits instead of 19 I’m concerned I’ve been charged another $39.99.

    As I said above I intended to unsubscribe after using the credits but this error prevented me from doing so.

    so far I’ve spent nearly $120 on something I signed up to saying it was “ free”

    since I was prevented from unsubscribing by a technic error how can we resolve this situation so I can unsubscribe without paying for this month after I have downed these images.

    Or you can give me a refund for the 19 images if the error can’t be resolved

    thanks

    Sheena Kaul
    Sheena Kaul
    Legend
    April 2, 2019

    Hi Joanna,

    You're right! The 10 new licenses were added to your account as the monthly billing went through on the billing date.

    Also I understand that the experience so far has not been very pleasant for you because you'd to pay for the entire subscription when you thought it was free but don't worry I'll help you with the concerns.

    Please let me know the exact error message that you get when you try to license the file so that I can assist you better.

    If possible, please post a screenshot.

    Regards,

    Sheena

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