Adobe Stock System Error for any licencing

[berndb80892633]

Hello, I am unable to use any adobe stock credits due to a system error (65 credits on my account). When I try to licence anything (image, video, ...) there is only the attached error message. I read some of the other posts describing the same problem but there was no steps the user can take to fix it, so it seems to be an adobe system/server specific problem.

6 Credits from an older Credits-Pack will expire on October 11, 2024 so it would be great to be able to use them up before they are lost.

[Liza5C0C]

@berndb80892633 - apologies for the inconvenience. This issue has been raised to the team. 

[Liza5C0C]

@berndb80892633 - Could you please confirm which profile are you using, personal or teams?

[berndb80892633]

I am using a personal profile.

[Liza5C0C]

@berndb80892633 - thanks for this info. Have you tried clearing browser cache/re-login? 

[berndb80892633]

Yes, I cleared the cache, logged off and tried different browsers and machines. It´s always the same.

[Abambo]

You seem to take most of the recommended actions, to detect the source of the error. But you did not mention trying to change the internet connection, like home to office to cell. 

[berndb80892633]

Same error from home (different connection), I don´t think its a problem on my end. Back in August it still worked.

[Liza5C0C]

@berndb80892633 - got it! I will share more information as soon as I hear back from the team. 

[Liza5C0C]

@berndb80892633 - Could you please try the following steps and let me know if the issue still exists? 

1. Login to stock.adobe.com.
2. Click Avatar from the top right of the browser
3. Go to Account Management - Orgs
4. Find out the team name and quit the org. 
5. Logout, clear cache, re-login with personal profile

[berndb80892633]

So, my account was linked to 2 Orgs (same company but different no longer active account I guess?) and one of which had this "...-Deleted-Org" behind its name. And I was able to leave the other one but this "...-Deleted-Org" one I cannot leave. I just stays there after trying to leave it 2 times. Also after leaving the other org I tried to licence something in adobe stock and it was still the same error. So maybe you can manuelle remove the "...-Deleted-Org" from my account?

[Liza5C0C]

@berndb80892633 - the org has been removed from your account, and you should now be assigned only to a personal profile. Could you please try again to logout, clean browser cache, and relogin? 

[berndb80892633]

It still shows up if I check my account and after clearing all caches I relogin and tried to licence something but still the same error.

[Liza5C0C]

@berndb80892633 - I'm following up with the team. Apologies! 

[berndb80892633]

Is there any update on the situation yet?

[Liza5C0C]

Unfortunately, there are no updates yet. I'll let you know as soon as I have more information. 

[Liza5C0C]

@berndb80892633 - Apologies for the long delay. I've just heard from the team that they've identified the root cause of the issue and are planning to implement a fix early next week. 

[berndb80892633]

The error seems to be resolved now, thanks. Was able to licence something again.

[Liza5C0C]

@berndb80892633 - glad to hear! Thanks for confirming. 

[Liza5C0C]

The issue has been resolved.