Adobe stock downloaded video didn't work

[bena7306824]

Hi,
I recently paid and downloaded this video stock in 4K:

https://stock.adobe.com/fr/video/soaring-up-dandelion-seeds-on-black-background-4k/268880634?prev_ur...

(The clip reference is: AdobeStock_268880634)

However, we couldn’t open the file in Premier, Quicktime, or encode it so it was unuseable. It was needed for an urgent project so in the end we couldn’t include it. I am looking to get a refund for this but I have found it very difficult to get hold of anyone at Adobe so I'm hoping to get some response here.

Cheers.

[Moderator moved the thread from Stock Contributors to the correct forum]

[Abambo]

For a refund, you will need to contact Adobe customer care.

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

@joon.Stock,

How can this file be offered as a 4k asset, when it is only available as an HD asset?

[WendellaBee]

You have to select 4K to see 4K dimensions

[Abambo]

You have to select 4K to see 4K dimensions

By @WendellaBee

My silly! 😉

[WendellaBee]

@bena7306824 There is something wrong with the file, please contact customer care to request a refund.