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Adobe Stock subscription credits disappeared, new credits not appearing, subscription still active.

New Here ,
Jan 27, 2021 Jan 27, 2021

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My boss pays for an Adobe Stock subscription, in addition to a CC sub. I use the Stock subscription frequently for work, although work has slowed through 2020 and it has been used less. A couple of weeks ago I went to Adobe Stock and no credits were showing up, and I was unable to license new images. I checked the subscription, it shows that it is still active. There were hundreds of accumulated credits that had rolled over, and they're all gone now, and there are no new credits on the account. It absolutely has not been used up, and there should be at least a few credits there. I have looked at both the Team/Business sub and my personal page for Stock, there is nothing on either. I am having great difficulty doing my job because of this. What's going on? 

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Account management, Licensing, Plans and purchase, Troubleshooting

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Adobe Employee ,
Jan 27, 2021 Jan 27, 2021

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Hi @christians56650460,

Please ask your team administrator to contact customer care. He can visit https://helpx.adobe.com/contact.html and sign into this page with the Adobe ID he uses to administer the account. Click on the chat icon in the lower right portion of the page. If he is unable to see this feature he may need to scroll down before it will appear or set his browser to private or incognito mode. The chat feature will identify that he is a team customer and he'll be routed to the appropriate support team.

EBQ

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