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Accidentally licensed the wrong version of an asset

New Here ,
Feb 02, 2024 Feb 02, 2024

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I accidentally licensed the HD version of asset #516349496, but I wanted the 4K version. I can't find anywere where to swap versions, the only option I have is "download again" buttom and thats it. I didn't even finish downloading the file, I had it cancelled. I tried contacting support but it said there was no one available and to try at another time. Is there a way to fix it? I still want the file I just need the 4K version.

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Download , Licensing

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Community Expert , Feb 03, 2024 Feb 03, 2024

There is no “swap” or “upgrade” option, even if that could be useful in this case. You need to wait for the support to come online for this Monday. They can probably help you out. Your name could indicate that you are French speaking (or let's say non-English native). If that is the case and your region is a non-English region, try to switch to an English region. You may find English-speaking support when your support is out of office. If you tried the English-speaking support, you need to wait

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Community Expert ,
Feb 03, 2024 Feb 03, 2024

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There is no “swap” or “upgrade” option, even if that could be useful in this case. You need to wait for the support to come online for this Monday. They can probably help you out. Your name could indicate that you are French speaking (or let's say non-English native). If that is the case and your region is a non-English region, try to switch to an English region. You may find English-speaking support when your support is out of office. If you tried the English-speaking support, you need to wait for Monday, I'm sorry.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Feb 03, 2024 Feb 03, 2024

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Hi Abambo,

I did what you sugested and contacted the American support instead of the my local one, and managed to speak with support today after getting stalled a bit by a bot that could't read good (lol). They are now trying to fix my mess for me. Thanks a lot for your suggestion and quick reply 🙂

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Community Expert ,
Feb 03, 2024 Feb 03, 2024

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You're welcome. Just to say, the bot is quite dumb, so do not to try to be too verbose. I use only keywords, like “stock problem agent”. The raison d'être of the bot is to connect you with an agent that knows how to handle stock issues, not the Photoshop specialist! Well, and to check if your concern is not of the trivial kind and to direct you to the help files.

 

I suppose they can resolve the issue for you. If not, update this thread, and someone will jump-in to help further.

ABAMBO | Hard- and Software Engineer | Photographer

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