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Cannot figure out how to edit MP4/MOV stock video template.

Community Beginner ,
Jan 29, 2024 Jan 29, 2024

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I downloaded the stock File#: 675457227 titled "Water electric splash 3d logo reveal fully editable template." 

 

When I download the file using my web browser it gives me an .MP4 video. If I import using my asset library it imports a .MOV file. I have searched Google and the Adobe Community for information on how to import this file in such a way that it is editable. I only find information regarding MOGRT files which I have successfully imported/installed in the past. I attempted to import both the MOV and MP4 files using both Premier and After Effects but no luck.

Is there something I am doing wrong?
Is the file mislabeled/tagged?
If the file is indeed mislabeled is it possible to have my credits refunded?

Any help would be greatly appreciated.

Bug Acknowledged
TOPICS
Asset Quality , Libraries , Licensing Regret

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correct answers 1 Pinned Reply

Adobe Employee , Jan 29, 2024 Jan 29, 2024

Hello @Sulvnr, I see the issue you're referencing and have refunded your credits for the mislabeled video. I've sent these details to be reviewed internally. Thank you for the report and sorry for the problem with the video label.

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6 Comments
Community Expert ,
Jan 29, 2024 Jan 29, 2024

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You don't do anything wrong, the description is misleading. There is no way to edit those assets in the way as you and I would understand this. I suppose @Contributor1 will check this for us.

 

Did you licence?

If you have an Enterprise or Teams subscription, ask a plan administrator to contact Adobe customer care for a refund.

If you have an individual licence, contact Adobe customer care. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and check if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.
If in doubt, ask the forum.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Jan 29, 2024 Jan 29, 2024

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Hello @Sulvnr, I see the issue you're referencing and have refunded your credits for the mislabeled video. I've sent these details to be reviewed internally. Thank you for the report and sorry for the problem with the video label.

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Community Beginner ,
Jan 30, 2024 Jan 30, 2024

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Thank you for your help, it is much appreciated!

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New Here ,
Apr 23, 2024 Apr 23, 2024

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Hello, I have the same problem. I chewed this file with the expectation that I could customise it. This is now not possible. How can I get my money back?

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Adobe Employee ,
Apr 23, 2024 Apr 23, 2024

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Hello @sylvester301, I'm not able to find this file licensed under your account. If you think this is a mistake please reach out to customer care following the details below.

For a refund:
Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may need to accept all adobe cookies.

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Community Expert ,
Apr 23, 2024 Apr 23, 2024

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@sylvester301 ,

 

The asset has been deleted.

ABAMBO | Hard- and Software Engineer | Photographer

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