Adobe Stock – On-demand

[delavallade-design]

Hi,

A few days ago I got this message: "Your formula has expired. Please update your payment information to reactivate your subscription."

I updated the information but the message is still there.

I was still able to buy an image (extended license) but I did not have access to the invoice. I just received the order form by email

Thank you

[Sheena Kaul]

Hi Jean,

I apologize for the troubles that you've been facing here with the billing.

I checked your account here for the billing details and that's update with the card on file and we've charged the authorization charge for $1 and it has been successful. The issue here is that because of the payment issue, your subscription has moved into a suspended state.

I would suggest you to Contact Customer Care to get the subscription reactivated.

Let me know if you face any troubles in reaching the support.

Regards,

Sheena

[delavallade-design]

Hi,

You said : "I would suggest you to Contact Customer Care to get the subscription reactivated."

How can i do that ?

I've update my payment information but the message is still there. (Votre formule a expiré)

[Sheena Kaul · Accepted solution]

Jean, kindly click on this link here: Contact Customer Care and select the options for your issue and then you can start a chat with the support team or get a number to reach them.

Please see Contact Support FAQ: Unable to reach support through the "Contact US" link to understand the  contact options.

[delavallade-design]

I came on the forum thinking you could solve this little problem of formula

Too bad

[Sheena Kaul]

Jean since this is an open forum therefore due to security reasons we cannot handle the billing and cancellation related queries directly here.