Files missing

[eranicle]

Hello

I have just discovered that a lot of my files that were accepted earlier, and even already had some sales - had been removed from my portfolio without any notifications. Some of them now have "generative Ai" added in description. I never upload AI-generated content to stocks, neither write it in description. Why it happened and how to return it?

[Jill_C]

You are not addressing Adobe directly in this forum; we are a community of fellow contributors and can only speculate regarding these changes in your account. Have the deleted images been moved to the"Not accepted" or "reminder" tabs. Adobe does sometimes re-review previously accepted assets and then decide to reject them, perhaps based on input from a potential Buyer.

There seems to an algorithm that marks assets as Generative AI automatically and sometimes gets it wrong. Use the "Contact Us" link on your Dashboard page to request that the Gen AI tag be removed from those images.

[eranicle]

Thank you for your respond. I've already written to support team, and since it can took a days to receive the answer from Adobe, I wrote here also, maybe somebody faced similar issue and can explain me the reason.

[Abambo]

You are sure that your assets don't appear now in the Rejected panel of your account?

[eranicle]

Yes. They still there. And some of them had a good sales before Adobe removed them. And Adobe Support still didn't respond to my mail

[Abambo]

Mail is not a good contact method. You should use the official way to contact Adobe: Need help? (Stock Contributor Support) 

So if I understand you well, they are now in the refused section? So what was the refusal reason?

Having good sales does not mean that not a customer complained about bad quality and that a new review confirmed that.

[eranicle]

The reason is "FILE COULD NOT BE ACCEPTED". Also all of the files now have "Generative AI" added in description. But I never upload AI images to stocks.

[Jill_C · Accepted solution]

Adobe does sometimes re-audit previously accepted images, often based on input from a Buyer who reports that there is something wrong with the image. If you have images on which the "Generative AI" tag has been incorrectly added, you'll have to contact Adobe directly to get that label removed. 

[eranicle]

I mean they were in rejected, yes, but they moved there from portfolio after 4-6 months of acceptance date. Without any notifications from Adobe.

[eranicle]

It is 23 days passed from the day I'd written to adobe via email. And ~16 days via adobe web form. Is any chance that they will response some day? When I write adobe as a customer, as a user of their CC products, they answer lightning fast. This is complete disrespect for its contributors.  

[Abambo · Accepted solution]

It is 23 days passed from the day I'd written to adobe via email.

By @eranicle

E-mail does not guarantee that it passes and does not land in spam. You should always use the official method, unless instructed otherwise.

And ~16 days via adobe web form. Is any chance that they will response some day?

By @eranicle

Yes, the waiting time is in-line with current experience.

When I write adobe as a customer, as a user of their CC products, they answer lightning fast. This is complete disrespect for its contributors.  

By @eranicle

Customers pay and have a different status. Contributors are suppliers, that's a different category. And no, even if you could expect a more responsive support, it's not a disrespect for its contributors. It's a consequence of the success that Adobe stock has, the number of people contacting contributor support and the lack of (qualified) personal to answer all those requests. I simply suspect that the support system that Adobe currently has for its contributors cannot handle the number of contributors asking for support.

Occasionally, however, Adobe did answer, and the contributor disregards that answer as a valid answer.

[GenDream™]

yes, this just means that Adobe Re-viewed these images again whether based on input from a buyer or just out of their choice. I heard that a lot of Assets were accepted wrongly in the recent period with the emergence of AI submission i believe that is why they are doing an overall Re-evaluation of past accepted images generally. so They sometimes make a Re-review of some assets and may decide to reject them even if these assets had sales in the past.

As for the "generative ai" tag, it has been reported by many contributers that the algorithms have tagged assets as "AI" wrongly. hopefully they will improve the algorithm in the near future.

As for the Support, unfortunately, adobe contributers support doesn't respond promptly, they should be giving extra resources to that department as the number of contributers complaining about this issue have Sky-rocketed lately. it's frustrating, but what can you do?. life and it's frustrations 🙄

i hope they will answer you soon 🙂

best regards!