All my credits are gone, strange Creative Cloud behaviour.

[piotrw6058988]

Just a couple days ago I had well over 200 credits and could use them to download SBSAR files at the Stock & Marketplace through Creative Cloud Desktop app on Windows 10. Whenever I try to download an asset that's not marked as free, the loading bar very slowly fills up for over 20 minutes, then nothing happenes. THe file is however being marked as "licensed".

I've restarted my machine multiple times, the CC app is up to date and so are all of the apps I use.

I've had a continuus subscription for well over two years, this is outrageous. And please DON'T link me to your FAQ, it's useless. There's clearly an issue with my account on your part. For once I want to hear from an actual human being that'll fix this issue.

[WendellaBee]

I don't see any Adobe Stock subscription associated with the Adobe ID you are using here on the forums. If you have more than one Adobe ID you will need to sign in with Adobe ID/email address associated with your subscription. You can manage your subscriptions here: https://account.adobe.com

[piotrw6058988]

This is what I see, same email adress. Also, in the CC app I can still see files I've licensed before, I just can't download newly licensed ones.

[WendellaBee]

This is a public forum. Please don't post personal information here. Again, I don't see any Adobe Stock subscription.
Please contact customer care, https://helpx.adobe.com/contact.html, for assistance. Click on the chat icon in the lower right portion of the page. If you are unable to see this feature you may need to scroll down before it will appear or set your browser to private or incognito mode. Declining any Adobe Cookies may affect the presence of the chat feature.

[piotrw6058988]

I never had an adobe stock subscription and could always download assets from the stock & marketplace tab in the CC app, I used credits for that. Now they're gone.

[piotrw6058988]

Also, not only is there no chat icon to be found, I'm pretty sure you mean the bot chat which I already tried. Does that mean you can't fix the issue on your side? Because I have done nothing and I can access the service I'm paying for.

[WendellaBee]

If you are unable to see the chat you may need to set your browser to private or incognito mode. Declining any Adobe Cookies may affect the presence of the chat feature.

[Abambo]

The link https://helpx.adobe.com/contact.html?rghtup=autoOpen is a direct link to open the chat window. To be clear: It does not work as long as you block pop-ups or cookies. We also had reports that ad blockers could block the chat window, so you should disable all those for Adobe websites.

When the window does not open, there are several remedies:

• Try a different browser. The standard browser is normally the one that you lock up to the limit.
• Try a different computer: the chat works fine on a tablet or smartphone.
• Try a different network: sometimes being behind a corporate firewall, communications are severely limited, especially in very high protective environments. To be clear: It works, even behind my corporate firewall, which is very protective.

The above screenshot is from now!