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Blank images from Stock

New Here ,
Oct 12, 2020 Oct 12, 2020

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I have licensed a couple of images from Adobe Stock and, while the preview is fine, the actual downloads are blank. I can download other licensed images so it doesn't appear to be a computer or browse issue on my end.

 

How do I get the files or the credits back (and the files removed to avoid others wasting their time on them)?

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Download, Licensing, Troubleshooting

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Adobe Employee ,
Oct 12, 2020 Oct 12, 2020

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Hello Neil5E6E,

Can you share Asset ID's causing the issue. 

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New Here ,
Oct 13, 2020 Oct 13, 2020

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308377686 and 310384306

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Adobe Employee ,
Oct 13, 2020 Oct 13, 2020

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Apologies Neil5E6E, I saw your post last week and verified the issue but forgot to respond to your earlier post. I reported the file issues to our content team. I see that you purchased extended licenses for these two images.

Please contact customer care team and they can assist you with a refund:

https://helpx.adobe.com/contact.html, for assistance with your issue.

EBQ

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