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Is it possible to refund a Premiere Pro asset (motion graphic title) that I am unable to use?

Community Beginner ,
Nov 20, 2023 Nov 20, 2023

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I just licensed a premiere pro asset (motion graphic title) that is breaking my project file, causing my project to hang and unworkable. I could not use it. I've tried troubleshooting, but this has never happened with any of the motion graphic title assets I've licensed before, and some are even very similar.

Can I refund this and get my point back? This is the asset in question:

https://stock.adobe.com/ph/templates/kinetic-typography-titles/252318287?prev_url=detail

I am on the annual Adobe Stock subscription. I tried to reach out through chat support and this is what I got:
Adobe chat support 11.20.2023.png
I don't even know if I was speaking to an actual human or an AI...
I was looking for any customer support to email but I couldn't find any so I'm posting here. I just need to know in case I have issues with any more assets I might purchase but am unable to use in the future.

Thank you in advance!

Bug Fixed
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Licensing Regret

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correct answers 1 Pinned Reply

Adobe Employee , Nov 20, 2023 Nov 20, 2023

Hello @Johann22133692e64x, I've added a credit back to your account. Thank you for the report and sorry for the problem with the asset and virtual assistant.

Status Fixed

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4 Comments
Community Expert ,
Nov 20, 2023 Nov 20, 2023

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contact adobe support and ask.  there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Community Expert ,
Nov 20, 2023 Nov 20, 2023

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Hi @Johann22133692e64x,

I can understand that this didn't go as you wanted. I strongly suspect that the agent (it was an agent) didn't understand your request. But I suppose that @Contributor1 can help you out.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Nov 20, 2023 Nov 20, 2023

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Hello @Johann22133692e64x, I've added a credit back to your account. Thank you for the report and sorry for the problem with the asset and virtual assistant.

Status Fixed

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Community Beginner ,
Nov 20, 2023 Nov 20, 2023

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Thank you very much, this response is more than what I expected here since I did not want to make this thread a customer support ticket, information for my next step was enoough, but I appreciate the actual point refund. Thank you @Contributor1

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