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Vibrant_fantasy1150
Participant
June 6, 2025
Question

Adobe stock support is not a support at all

  • June 6, 2025
  • 2 replies
  • 460 views

Hello,

I have never met such support that is not support at all but complete chaos.

I  purchased photos in 2015-2019 in Fotolia stock. Now I need to get my history back because the author sold his right to photo troll company (they earn from bombarding websites owners with lawsuites). That is really tough situation. What was my surprise to know that I can not access my Fotolia account anymore. I didnt know that it was Adobe now, I did`t not recieve any emails or so. Ok that is my problem now.

But I paid my money to the company and I had letters from Fotolia stated dates of purchases. What I need is my licenses back to confirm in the court.

In the last few weeks I tried hard to get help from Adobe support.

No result.

Auto chat provides links that do not help.

Chat with operator ends with nothing: they either say it is not their department or the chat is closed before operator replied anything.

One time operator gave me an email where I should write but the answer was " it is not our department, go to the chat". And the chat again can`t provide any help.

What should I do to get help?

Adobe, please, can you really help your customers? Is where someoneу who can contact me and check my purchases? Why should that be so difficult?

 

 

2 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
June 11, 2025

Adobe cannot ignore an official request for documents from your legal representative. Ask your attorney/solicitor to send a written request for the Fotolia licenses.  Be sure to provide dates of purchase, asset ID numbers and any other relevant information you have to facilitate a timely search for the appropriate documents.  

https://www.adobe.com/about-adobe/contact.html

 

Good luck with your case.

 

Nancy O'Shea— Product User & Community Expert
Abambo
Community Expert
AbamboCommunity Expert
Community Expert
June 6, 2025

There is a reason why I always required to store the original stock asset with the licensing terms and the licensing proof. Companies fail, merge, or get absorbed, and documents get lost. The closure of Fotolia has been widely announced, and the transition period was several years, first voluntary and then mandatory. It is today no more possible to start the synchronisation process manually, and you need to contact Adobe customer service for this. Use chat for this, and if you do not overcome the chatbot, type "agent" after the initial questions. If the agent is not able to handle your request, they should be able to connect you with a knowledgeable agent. At least they should connect you to a supervisor.

 

I've read about these erratic disconnections, but I myself have never experienced them. 

 

I know that Adobe support can retrieve old Fotolia customer data, so I recommend contacting support again.

 

You can check your support history here: https://account.adobe.com/support You can refer to the case number to continue a support issue where you left. 

 

If this does not help, update this thread.

ABAMBO | Hard- and Software Engineer | Photographer
    V
    Vibrant_fantasy1150Author
    Participant
    June 7, 2025

    Thank you for your answer.

    Yes, that was stupid of me not downloading licenses on the date of purchase. But I think I am not the only one that stupid.  It is a lesson to learn. But I still do not understand why I can`t get my information back. Fotolia was not closed but merged with Adobe. It is rather reasonable to expect it to transfer client history. 

    I have written to Adobe support chat for at about 10 times by now and still have success.

    I wrote my post in despair just to get a direction where should I write.

    I do not understand how can I contact a person who knows how to help.

    Can you direct me where should I write?

     

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    June 7, 2025
    quote

    But I still do not understand why I can`t get my information back. Fotolia was not closed but merged with Adobe. It is rather reasonable to expect it to transfer client history. 

     

    By @Vibrant_fantasy1150

    Sure, you were able for years to synchronize the accounts. But that window closed several years ago. It's not that the data disappears, but it won't be possible to sync the accounts, as Adobe continues to develop the Adobe ID accounts, but does not keep a connection to the old Fotolia accounts. My guess is, that it is simply a security nightmare to keep those old things online and accessible from the net. 

     

    Chat is the correct way to connect to Adobe customer service.

    ABAMBO | Hard- and Software Engineer | Photographer
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