Skip to main content
M
mustafaa86809807
Participant
October 31, 2017
Answered

All Adobe Stock Credits Disappeared!

  • October 31, 2017
  • 4 replies
  • 8164 views

Hi,

I purchased a monthly subscription to Adobe Stock and had accumulated over 50 credits, having only used 7. I had the subscription for a total of 6 months, the total cost of which was £216.

On cancelling my subscription to Adobe Stock, my credits remained there, as expected. But on logging back in a couple of week later, all the credits had disappeared. I received no notice whatsoever that the credits would expire (if that is the reason for them vanishing).

I chose Adobe Stock because I checked in detail whether credits would be lost on subscription cancellation. At the time, I found no information within the registration process or within the Adobe website. I chose Adobe over it's competitors such as Shutter Stock (which I used previously) specifically because I saw that credits would remain after cancellation.

Now I am unable to contact Adobe Stock as there is no contact or email to contact them. If there was any notice in regards to the removal of credits then it was not clear.

I am appalled with the service and lack of information regarding this matter and the only option Adobe have given me in relation to this is to post on this forum.

I hope someone from Adobe can explain this predicament.

Regards,

Mustafa

    This topic has been closed for replies.
    Correct answer twaritar3263062

    Hi Sheena,

    I accessed the link you gave me in order to contact Customer Care. However, after going through the automated process of gaining contact details, the only option I was given was to post my issue on the forum.

    Regards,

    Mustafa


    Hi Mustafa,

    If you are unable to reach support through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

    Feel free to update this thread in case of any additional questions.

    Regards,

    Twarita

    4 replies

    JerryMartian
    JerryMartian
    Participant
    August 20, 2020

    Load of dog sh*t from adobe. lost $500 worth of credits and that's ok in thier eyes with no support from CS other than 'sorry too bad'. Really, just not cool man. Never subscribing to this robbery of a service ever again.

    WendellaBee
    Adobe Employee
    WendellaBee
    Adobe Employee
    August 20, 2020

    You have 10 asset subscription which has a cap of 120 assets a year. There was an issue where some users were granted more than should have been and the issue was fixed.

    0
    01donna01
    Participant
    May 21, 2019

    I too lost a lot of credits.  When I contacted support the resolution was too bad, your subscription ended.  I am going elsewhere for my assets now.

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    May 21, 2019

    Please be sure to read the conditions. It’s the same with other providers...

    ABAMBO | Hard- and Software Engineer | Photographer
    mattpunkle309
    mattpunkle309
    Participating Frequently
    April 13, 2018

    This is awful!  If I sign back up for the stock plan will I get all of my credits back?

      Sheena Kaul
      Sheena Kaul
      Legend
      April 16, 2018

      Hi Matt,

      We will be able to add the credits back in your account once you subscribe to the Stock plan.

      The credits which were valid and active in your account at the time of the subscription cancellation will be added.

      Regards,

      Sheena

      Beverley Gray
      Beverley Gray
      Inspiring
      April 26, 2018

      Sheena, could you clarify this please?

      • With a subscription users are purchasing credits? (At a fixed rate of credits per month)
      • These credits are ours, we keep them and they do not 'expire'?
      • We can only have access to use these credits with an active subscription?
      • If our subscription lapses when we renew / re-subscribe we can have access to any 'old' credits which were not used from a previous subscription?

      Clarification for each separate point would be appreciated, thanks.


      Hi John

      With a subscription, you are subscribing to a service where you are given an allocation of licenses to use each month.

      The licenses are available to use providing the subscription is active.  They will expire as stated in the legal terms below, or will be forfeited if you end your subscription.

      Yes, you only have access to the unused licenses while your subscription is active.  Once you've licensed an asset, the license is permanent and you can use the assets you have licensed regardless of your subscription status, as long as you adhere to the general terms of use restrictions.

      If your subscription lapses and you resubscribe you do not have access to unused licenses from previous subscriptions.

      From the legal terms - Legal subscription terms | Adobe

      Unused downloads from a monthly allowance of your annual plan accumulate and carry over for up to 12 consecutive billing cycles only if you have renewed the Adobe Stock subscription without letting it lapse and without repacking it with a lesser value subscription. Unused downloads (A) are subject to a cap of a maximum of twelve times your monthly allowance; and (B) automatically expire on a rolling basis 12 monthly billing periods after the date when they were first allocated. When your subscription ends, you will forfeit all rights to any unused downloads.

      Thanks

      Bev

      Sheena Kaul
      Sheena Kaul
      Legend
      October 31, 2017

      Hi there,

      I totally understand the issue that you are seeing but as per the terms mentioned in our FAQs here: Common Questions about plans, purchasing, and availability, Adobe Stock the unused credits are only valid till the time your subscription is active.

      If I cancel my subscription, can I still use any unused licenses in my account?

      Yes. Once you have licensed an asset, the license is permanent. You can use the assets you license regardless of your subscription status as long as you adhere to the general terms of use restrictions.

      Let me know if that helps!

      Regards,

      Sheena

      M
      mustafaa86809807Author
      Participant
      October 31, 2017

      Hi Sheena,

      I appreciate your swift reply. However, before purchasing the credits I tried finding any clause both within your website and during registration that stated that credits would vanish when the subscription has ended. I was not able to find any such notice. What's more shocking is that no notice was given even after cancelling the subscription, through email or during the cancellation process.

      The only reason I let the subscription continue was because I thought I would have the credits at hand for future use. Had I known the truth, I would have instantly cancelled my subscription after the first month.

      I must note that whilst searching for the best stock photo site to use, other sites were much clearer straightaway in regards to credits in this situation; and rightly so.

      With such a large loss occurred to customers such as myself, having this critical information within your FAQs is simply not good enough; it's abysmal. It's actually ruined my trust for Adobe.

        Sheena Kaul
        Sheena Kaul
        Legend
        November 1, 2017

        Hi there,

        I totally understand your frustration around this situation, but I would suggest that you please Contact Customer Care as they would be able to provide you some exceptions if any, as we don't want you to lose your trust from Adobe.

        Regards,

        Sheena

        Terms & ConditionsAccessibility statement
        Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices