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Diana5FBB
Participant
May 4, 2021
Answered

Asset Credits Disappeared?

  • May 4, 2021
  • 2 replies
  • 1184 views

My account had like hundreds, possibly over a thousand image credits and then suddently they disappeared. We haven't lapsed in payment and the subscription is still active. It's also trying to get us to purchase a plan for images when it should already be included. 

What gives? 

This topic has been closed for replies.
Correct answer WendellaBee

Hi @Xitemac,

Using the Adobe ID you use here on the forums I see that you have used up this month's subscription quota. You can see which assets used your subscription by looking at your license history, you can find the link under menu under your name when you sign into the Adobe Stock website. The items with the shopping cart icon are assets that used your subscription quota.

 

 

2 replies

O
Otakar0101
Participating Frequently
February 18, 2023

Hi, have you reached any result with this case? I have encountered a similar behaviour.

I purchased 410 assets since 2020.

I have used only 28 assets.

My account says I have 67 assets available now.

If my calculation is correct, I should have 382 assets as of now.

Where have these assets go?

 

I am already talking to the support, they are not giving me any meaningful explanation and try to make me feel stupid telling that "You have used  Stock assets which were credited in your Adobe account, hence you are seeing less assets in your account."

They try to shut me up with 3 months subscription for free. 

 

This is a lawsuite material and I would like to collect more cases like yours.

If anyone else noticed a similar behaviour, please comment here.

This is a scandalous behaviour from company like Adobe.

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
February 18, 2023

How do you know, that you used only 28 credits? Some assets take more than one credit.

 

Do you have a plan? In that case wich plan do you have. Did you buy credit packs? In this case unused credits expire after a year. 

ABAMBO | Hard- and Software Engineer | Photographer
O
Otakar0101
Participating Frequently
February 18, 2023

I have checked the assets I have purchased, they are pictures or templates, that usually cost 1 credit. Even if they would cost 2 or 3, there are still credits missing.

 

I have been on 3 plans since 2020: Adobe Stock – 10 assets a month, every time for a different price, but the same plan.

I do not see any reason why the credits expire, I have never seen any information about it.

When switching my plans recently, I was assured my credits never dissapper until I cancel the subscription.

WendellaBee
Adobe Employee
WendellaBee
Adobe Employee
May 4, 2021

I don't see any Adobe Stock subscription associated with the Adobe ID you are using here on the forums. Please confirm that you are signed in with the account that your subscription is associated with.

X
Xitemac
Participant
March 15, 2022

All of a sudden my credits have gone missing from my free trial, I have a week left!

I have signed out and signed in again?

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
March 15, 2022

Did you cancel?

ABAMBO | Hard- and Software Engineer | Photographer
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