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Tagclan
Tagclan
Participating Frequently
April 18, 2026
Answered

The absolute garbage of adobe customer service and still no resolution

  • April 18, 2026
  • 3 replies
  • 63 views

Have you tried to contact a human at adobe, even when following the direction and leading into websites address emails that are not right…have you attempted the chat function and even called the help desk.

 

I will spare you the horror of the absolute filth this company has for customer service. When asking a question about a service issue I was told to check out … get ready … adobe.com.

 

Wow what insight and so much thought. Even asking several detailed questions the customer agent continued to ignore my need and never truly assisted me. I was informed I would get an email of the details … my email was that link. I kid you not. I also decided to do the chat option, and what I received was read the website. Absolute garage of the company and I am so upset and still loss of words.

 

The actual issue I encountered: I had recently made so stock sound purchases (some older some newer, but I had licensing). The terms and agreement have no statement on the use for the case I selected. Well the stock item was no available on their website and I inquired if there was an indication on a message or notice that a stock item I purchased is no longer valid. THAT WAS THE QUESTION. Answer did you go to the website and see if the stock was there…I can’t find the stock item you are requesting…and what services are you trying to purchase again.

 

absolute garbage, and while I never, never like to post such a negative statement, I have no idea how or where to get the answer. I mean there is adobe.com right? 
 

Throwing trash where it needs to be

-never going to get an answer 

    Correct answer Nancy OShea

    Stock inventory changes constantly. Older assets get dropped or purged from the database & replaced with newer ones.  That’s common practice with almost all stock services. So once you license the asset, be sure to download it to your computer and keep it in a safe place. Use it or lose it.

     

    The Terms of Use vary slightly depending on which type of Stock asset & license were purchased -- visual or audio, standard or extended.

     

    The Audio Standard License covers most common uses like social media, websites, digital ads and corporate presentations.  The Audio Extended License is required for projects which will be distributed via:

    • TV or Radio
    • Paid-access on-demand or streaming video
    • Apps or Video Games
    • Theatrical releases
    • Physical Point-of-Sale Locations

    Refer to the link below for more details.

    https://stock.adobe.com/license-terms

     

    Good luck with your project.

     

    3 replies

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    April 18, 2026

    Unfortunately, this is a known issue, particularly on YouTube. Their automated Content ID system flags royalty-free music, even when it has been properly licensed. 

     

    Find your license code: Go to stock.adobe.com, click on your profile icon, then select License History. Locate the song and hover over the info icon to copy the license code.  

     

    Dispute on YouTube: In YouTube Studio, go to the flagged video under the Restrictions column and click "See Details" > "Select Action" > "Dispute".  Select the option stating you have permission to use the content and paste the license code into the field.  If a claim is not lifted after providing the license code, you can appeal.

     

     

    Nancy O'Shea— Product User & Community Expert
    Tagclan
    TagclanAuthor
    Participating Frequently
    April 19, 2026

    ​@Nancy OShea 

    I’ve already followed that process and am now at the appeal stage on YouTube, where the risk shifts to a potential copyright strike if the claimant rejects it again. (It is their right to reject and Youtube has been clear with that part...I understand that is not a Adobe Problem, but one to consider with the situation I am in, even with the authorization code in hand) With multiple claims involved, that’s not a minor decision to make.

    I had also outlined this situation to the Adobe support team, specifically that it was a copyright and licensing validity concern. Unfortunately, there was no meaningful guidance provided on how to navigate or defend licensed use in this scenario. All responses (both phone call and agent chat with a person) state to just check out adobe.com.

    This is where my concern remains. When a company provides licensed content through Adobe Stock, there should be clearer, authoritative support or escalation paths for customers facing active copyright disputes, not just redirection to general resources. I have never had an issue when the item was active on their website. 

    I understand the process you described, but in practice, it’s not as straightforward. When appeals can result in strikes, the burden and risk fall entirely on the user, even when they hold a valid license.

    That’s the gap I’ve been highlighting.

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity ExpertCorrect answer
    Community Expert
    April 18, 2026

    Stock inventory changes constantly. Older assets get dropped or purged from the database & replaced with newer ones.  That’s common practice with almost all stock services. So once you license the asset, be sure to download it to your computer and keep it in a safe place. Use it or lose it.

     

    The Terms of Use vary slightly depending on which type of Stock asset & license were purchased -- visual or audio, standard or extended.

     

    The Audio Standard License covers most common uses like social media, websites, digital ads and corporate presentations.  The Audio Extended License is required for projects which will be distributed via:

    • TV or Radio
    • Paid-access on-demand or streaming video
    • Apps or Video Games
    • Theatrical releases
    • Physical Point-of-Sale Locations

    Refer to the link below for more details.

    https://stock.adobe.com/license-terms

     

    Good luck with your project.

     

    Nancy O'Shea— Product User & Community Expert
    Tagclan
    TagclanAuthor
    Participating Frequently
    April 18, 2026

    I unfortunately had informed the agents that answer previously as I read that portion and I do download the items which very much understand. I recently had a copy-write item appear and I have the license number. I rebutted the copywriter but they pushed back stating my license was not valid. After research I found that the items I purchased were no longer with adobe. When reviewing, I saw I could still use but are my license items invalid. I had 8 audio files impacted and pulled from my use or pushed back from the company. 
     

     

    but what you provided, I actually educated the adobe team bc they were not aware and just sent me to adobe.com to research myself.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    April 18, 2026

    post your stock question in the stock forum, https://community.adobe.com/stock-29

    Tagclan
    TagclanAuthor
    Participating Frequently
    April 18, 2026

    No thank you. My concern at this point resides with the integrity of the customer service line. The stock plan is an underlying issue, but I maintain my stance regarding the customer service. 

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    April 18, 2026

    You can’t get milk from a stone. 😐

    • Customer service is mainly for billing & account issues. Product usage isn’t their wheelhouse as they don’t use the products & services. They just service the accounts. 
       
    • Technical support is for product installation or activation issues. 
       
    • Community forums like this are your best source of information about product usage.

    Hope that helps.

     

    Nancy O'Shea— Product User & Community Expert
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