Purchased an extended license, but not showing up in License History

[Michele31068258k9iz]

I purchased an extended license, but it is not showing up in my License History.  The credits were deducted & I received the AI file, however I have no proof of my purchase.  I need to provide proof that the extended license was purchased.

[WendellaBee]

Hi @Michele31068258k9iz,

Could please provide the ID number for the file?

[Michele31068258k9iz]

433333716

[WendellaBee]

Could you please go to license history and click on the avatar in the upper right corner of the site. Do you see Personal or do you see the name of your team there? If you see Personal, click change and switch to the team. You should then see the file in the license history. If you still don't see the file then please provide me with a screenshot preferably with the profile menu open. Thanks!

[Michele31068258k9iz]

The profile is set to our company.  The other 2 assets I purchased are there.  The one that is missing was the last one purchased.

[WendellaBee]

@Michele31068258k9iz could you please clear your browser history, sign in and check again?

[Michele31068258k9iz]

It's still not there. I also tried a different browser.

[WendellaBee]

I'll have to report this to our engineering team, and the team that handles this is in Europe. That team handles both proof of license and license history.

[Michele31068258k9iz]

If this cannot be resolved, I will not be able to use the image.  Can I get a refund of the credits? I will have to buy the image outside of our plan so I can have proof of extended license purchase.  

I saw another post on here about proof of purchase not being user-friendly.  I am working with law firms who are constantly challenging me about only having screenshots as proof of purchase.

[WendellaBee]

I expect this will be resolved early next week. We have a process for proof of license and you're in the queue. Is the email address you are using here on the forums a good contact for you? If it isn't could you private message me with that information please?

FYI: @Bibilelo 

[Michele31068258k9iz]

Thank you! Yes, this email address will be fine.

[WendellaBee]

I've emailed you a proof of license for your file.

[WendellaBee]

We are investigating the cause of this issue.

[Michele31068258k9iz]

Thank you!

[WendellaBee]

Hi @Michele31068258k9iz,

Could you check if the file is now showing in your license history please? I'd recommend clearing your browser history before signing into the Adobe Stock website. Thanks!

[Michele31068258k9iz]

Hi @WendellaBee - it is still not showing up in the License History.  I cleared browsing history & cache & I also tried using a different browser.

[WendellaBee]

Thanks for the update @Michele31068258k9iz.

@Bibilelo

[Bibilelo]

Hi @Michele31068258k9iz ,

An action was performed on our side, could you please re-check and tell us if you are able to see the needed asset in License History now?

Thanks

[Michele31068258k9iz]

@Bibilelo the asset is still not showing up in the License History for extended license purchase.

[WendellaBee]

@Michele31068258k9iz I see that your team has licensed the asset twice, once with a standard license and once with the extended license. Could try searching within license history for the asset ID and see if the extended license appears then?

cc: @Bibilelo 

[Michele31068258k9iz]

@WendellaBee I tried it with that asset & another that had standard & extended purchased.  Only the standard is showing up for 433333716.  Since you were able to send me a receipt & when searched, the asset can be downloaded again for free, I don't need for it to show up in the License History.  Hopefully this was a one-time glitch. I really appreciate your help with trying to fix this issue.

[WendellaBee]

Thanks @Michele31068258k9iz. We'll continue to investigate and may reach out to you for confirmation as we troubleshoot this but we'll understand if your responses might be delayed.

[Michele31068258k9iz]

Ok. Thanks again!

[WendellaBee]

@Michele31068258k9iz your license history was reindexed, could you please sign into Adobe Stock and check your license history again? It wouldn't hurt if you cleared your browser cache before doing so. Thanks!

[Michele31068258k9iz]

@WendellaBee Yay, extended license is there! Thank you so much for staying on top of this. Much appreciated!! Have a great weekend!

[WendellaBee]

YAY!