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synchronization problems

New Here ,
Nov 06, 2018 Nov 06, 2018

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I already syncronized my fotolia account on AS weeks ago, now I'm trying to log-in to my AS account and the page asks me to syncronise my fotolia account again. If I try to do, the system tells me that my fotolia account is arleady in use. What I'm doing wrong?  thanks

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correct answers 1 Correct answer

Adobe Employee , Nov 07, 2018 Nov 07, 2018
I'm sorry but I can't troubleshoot this in the forum, please send a ticket to support and we'll investigate. It's likely you have synced your Fotolia account with a different Adobe ID already but I'm unable to confirm this. I can unsync your account which will allow you to resync with the Adobe ID you choose but this needs to be done through the contact us link found at the bottom of the Adobe Stock Contributor Portal. Thank you for your patience. Kind regards,Mat Hayward

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Adobe Community Professional ,
Nov 06, 2018 Nov 06, 2018

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MatHayward​ can you assist here please?

I came across the following information that might be able to assist Re: I Can't connect my old fotolia account to adobe stock . Please let us know if it helped.

Regards

JG

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New Here ,
Nov 07, 2018 Nov 07, 2018

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Hi JG, unfortunately is not the same problem but I'm stuck at the same point, logging-off and start over doesn't give any solution

Schermata 2018-11-07 alle 17.38.31.png

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Adobe Employee ,
Nov 07, 2018 Nov 07, 2018

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I'm sorry but I can't troubleshoot this in the forum, please send a ticket to support and we'll investigate. It's likely you have synced your Fotolia account with a different Adobe ID already but I'm unable to confirm this. I can unsync your account which will allow you to resync with the Adobe ID you choose but this needs to be done through the contact us link found at the bottom of the Adobe Stock Contributor Portal. Thank you for your patience.

Kind regards,

Mat Hayward

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New Here ,
Nov 08, 2018 Nov 08, 2018

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Hi Mat, I went through chat help desk but seems they are not able to do any technical operation, so the guy sent my case to tech support. I'll wait

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Adobe Community Professional ,
Nov 08, 2018 Nov 08, 2018

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Hi Jef

Are you sure you followed Mat's instruction? Did you use "the contact us link found at the bottom of the Adobe Stock Contributor Portal"? I don't think that takes you to a chat help desk. Did you get a ticket number?

If I understand Mat's post, he would access the message and unsync your account, but I think you will need to follow what he says you are to do.

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New Here ,
Nov 08, 2018 Nov 08, 2018

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Hi Jacquelin

I have the same problem like Jef and tried to follow Mat's instruction. But it is not possible to get to the Adobe Stock Contributor Portal and its support button without logging in. And the log in does not work ...

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Adobe Employee ,
Nov 08, 2018 Nov 08, 2018

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If you cannot access the contact us link in the portal you can activate a ticket by emailing contributor-support@adobe.com

Please note, with the announcement of the Fotolia closure this week the case volume is higher than normal. Please expect delays in our response time. I can assure you we will get back to you as quickly as possible.

Kind regards,

Mat Hayward

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New Here ,
Nov 08, 2018 Nov 08, 2018

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MatHayward, thank you so much for your help! I have the same problem( And support can't help. I understand that you have so many cases with this problem, but I wrote three times in chat and four times to mail with all screenshots  (no result). I received information that my account was sync. It's all. But what to do with the message «The selected account is already in use» support didn't explain, so I still can't use my account in Adobe Stock and and very worried. Unfortunately, the support sends information that is already known. How to make a request to solve the problem? Thank you.

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New Here ,
Nov 09, 2018 Nov 09, 2018

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Hi Jacquelin,

there is not a real "contac us" link at the bottom of the AS contributor page, I just followed the instruction by clicking on "Learn & Support" ... maybe there's a link after logging in but I'm stuck before ... I will try via email

thanks

Schermata-2018-11-09-alle-15.23.jpg

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Adobe Community Professional ,
Nov 09, 2018 Nov 09, 2018

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LATEST

Try the e-mail Mat indicated: 22 hours ago

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Community Professional ,
Nov 07, 2018 Nov 07, 2018

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Please follow Mat's directive. He will assist to get your account in order.

Regards

JG

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Adobe Community Professional ,
Nov 08, 2018 Nov 08, 2018

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I was just informed that, Fotolia support are available to assist -https://www.fotolia.com/Info/Contact

This is an option you could try.

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Adobe Community Professional ,
Nov 09, 2018 Nov 09, 2018

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Hi Jef

You may check to see if you have similar issue as jevgenichernov at  https://forums.adobe.com/message/10738168?et=watches.email.thread#10738168 in which case you'd get faster help.

Regards

JG

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