Alpha in stock?

[Carolyn5CFA]

Hello - Purchased a stock video (#124078981 by @templatedigital)with an "alpha or matte" but it doesn't appear to? Has anyone had the same experience? What am I missing here?

[Contributor1]

Hello, I've verified the video does not have the alpha channel intact for HD. I don't have the ability to refund this type of asset. For a refund you will need to follow the refund steps below. Thank you for the report and sorry for the problem with the asset.

For a refund:
Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may need to accept all adobe cookies.

Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

[Carolyn5CFA]

Thank you. Adobe refunded my money, and I asked them to change the description for the next guy. Appreciate your response.

[Abambo]

HD videos do not have an alpha channel, 4k videos may have. The reason for this is the unfortunate automatic downsampling done by Adobe to offer the HD video. The codec used here does not support alpha channels. If a contributor reads the requirements, they will see that alpha channels are not supported by Adobe stock, but they still work for 4k videos because Adobe accepts the codec as is. Contributors should be aware of that, and moderators should be more stringent with checking the description.

[Carolyn5CFA]

Thank you for the useful and informative explanation.

[Abambo]

You're welcome.