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Asset Credits Disappeared?

New Here ,
May 03, 2021 May 03, 2021

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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? 

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correct answers 2 Correct answers

Adobe Employee , May 04, 2021 May 04, 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.

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Adobe Employee , Mar 15, 2022 Mar 15, 2022

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.

 

EvilBugQueen1_0-1647361603643.png

 

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Adobe Employee ,
May 04, 2021 May 04, 2021

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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.

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New Here ,
Mar 15, 2022 Mar 15, 2022

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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?

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Community Expert ,
Mar 15, 2022 Mar 15, 2022

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Did you cancel?

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Mar 15, 2022 Mar 15, 2022

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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.

 

EvilBugQueen1_0-1647361603643.png

 

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Community Beginner ,
Feb 17, 2023 Feb 17, 2023

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

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Community Beginner ,
Feb 17, 2023 Feb 17, 2023

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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.

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Community Expert ,
Feb 18, 2023 Feb 18, 2023

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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

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Community Beginner ,
Feb 18, 2023 Feb 18, 2023

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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.

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LEGEND ,
Feb 18, 2023 Feb 18, 2023

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Assets expire after 12 months if you do not use them. So with a 10 asset pack, you rise to 120 assets, then never have more than this. "I do not see any reason why the credits expire" maybe not, but they do expire.

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Community Expert ,
Feb 18, 2023 Feb 18, 2023

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quote

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


By @Otakar0101


Credits expire after one year. If you have a subscription, and the credits carry over, the maximum is a one-year carry over. If you buy credit packs, they expire after one year.

Abambo_0-1676752323233.png

Abambo_2-1676752528034.png

 

quote

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


By @Otakar0101

You will lose your unused credits when you cancel your plan. That's probably what the agent said.

 

Nb. In Japan, credits expire after half a year!

ABAMBO | Hard- and Software Engineer | Photographer

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