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Complaint with using Adobe Stock

New Here ,
Mar 24, 2023 Mar 24, 2023

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The support for a simple Adobe Stock issue is awful and has proven impossible to resolve but support won't understand what's going on and avoid the issue. The old folders of saved images and licensed images on Adobe stock have just disappeared and I can't get them back. I have raised a complaint case id ADB-28643095-P4Y9. The support from Adobe has been awful, ineffective and unreliable.

Here's my chat history over a few months excluding the actual calls we've had with them. It's unacceptable to have an issue like this drag on and for there to be no accountability and no clear way how to escalate issues/complain. 


Adobe Virtual Assistant
View other contact options.
January 16, 4:21 PM
Hi Patrick, I'm the Adobe Virtual Assistant. How can I help you?

Hi, the folders in my library have disappeared.

I want to make sure I understand clearly. Which of these categories best describes your issue?

Troubleshoot a product issue
Solve Lightroom sync issues
Something else
Something else

I'm still learning. Could you describe the issue differently or tell me your goal?

My saved folders are missing

Sounds like you need help using an Adobe product or troubleshooting an issue. Is that correct?

Yes
No
Yes

Tell me which app you need help with.

adobe stock photos

I want to make sure I understand clearly. Which of these categories best describes your issue?

Where are my files?
Where are my backup files stored
Where are my backups stored
None of these
None of these

How would you like to proceed?

See more solutions
Chat with an agent
I'm done, thanks
Chat with an agent

Ok. I'll connect you to an agent who can pick up where we've left off.

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
You are now connected to Niangbiaklun, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Niangbiaklun
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

Thank you for your time. I understand the folders in your library have disappeared. I will assist you with this.
Could you please open a new browser>clear the cache and cookies> and login in to ' assets.adobe.com ' and check and see and once done let me know so that I can assist you further.

Read Entire Message
it didn't work

Niangbiaklun
Thank you for the information. Please give me a moment to check with our resources. Please stay connected.

Thank you for staying connected. I would like to inform you to sign out from your account>open and new browser>clear the cache and cookies> and sign with the the same email address to stock.adobe.com> and you will get two options there please select the personal profile and let me know once done.

Read Entire Message
While this conversation has ended, feel free to come back anytime you need help.
January 19, 4:15 PM
Hi Patrick, I'm the Adobe Virtual Assistant. How can I help you?

hi, my colleagues can't access the shared library of adobe stock images

I want to make sure I understand clearly. Which of these categories best describes your issue?

Troubleshoot a product issue
Solve Lightroom sync issues
Something else
Troubleshoot a product issue

I want to make sure I understand clearly. Which of these categories best describes your issue?

Cannot access Adobe Stock Images
Unable to buy images from Adobe Stock
Unable to download images from Adobe Stock
None of these
Cannot access Adobe Stock Images

You might find the help you need at https://community.adobe.com/t5/stock-discussions/cannot-access-adobe-stock-images/td-p/9869989

Did that help?

Yes
No
No

Let's find another way to get you the help you need.

How would you like to proceed?

See more solutions
Get help on Stock images or files
Get help for using Stock with your app
I'm done, thanks
Get help on Stock images or files

Ok. I'll connect you to an agent who can pick up where we've left off.

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
You are now connected to Zarqa, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Zarqa
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

May I know the exact error you get?

While this conversation has ended, feel free to come back anytime you need help.
January 20, 9:45 AM
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
You are now connected to Naina, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Naina
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

Hi, My colleagues are not able to access our shared libraries of Adobe Stock on the Adobe Stock website although I am able to do so. We sign in with the Purchasing@softwerx.com email

Naina
Thank you for the information. You need to log out from your system and then they they have to log in on their system by using same account details.

I see ok we can try that

Naina
Alright.

Ok I tried signing out and signing in on another device with the same credentials but the libraries are not showing up

Can you look into that?

Naina
In the Libraries panel, enter a keyword in the search field. Then select the down arrow, and select Adobe Stock from the menu to find assets. (If the Libraries panel is not open, choose Window > Libraries or Window > Adobe Creative Cloud Libraries

Read Entire Message
do you mean within an app? I am talking about in a browser on Adobe stock website

Naina
Yes within application.

ok but it might already be working in the app for my colleagues but we need it to work within the browser

Naina
https://helpx.adobe.com/in/stock/help/using-adobe-stock-website.html

You can visit this link and check information.

Screenshot 2023-01-20 101537.png
As you can see after logging out and logging back in now no libraries are showing up

can you actually look into our specific account and see if you can see any issues from your side?

While this conversation has ended, feel free to come back anytime you need help.
March 20, 11:07 AM
Hi Patrick, I'm the Adobe Virtual Assistant. How can I help you?

hi I can't access my old folders

You need help using an Adobe product or troubleshooting an issue. Is that right?

Yes
No
Yes

Tell me which app you need help with.

Adobe stock

I want to make sure I understand clearly. Which of these categories best describes your issue?

Cannot access to my account
Can't access Contributor or anything regarding my account
I cannot access to my contributor account
None of these
None of these

How would you like to proceed?

See more solutions
Chat with an agent
Start over
I'm done, thanks
Chat with an agent

Ok. I'll connect you to an agent who can pick up where we've left off.

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
You are now connected to Pooja, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Pooja
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

May I know which folder are you trying to access?

Hi, I can't access my old folders on Adobe Stock. I spoke to someone before and they said they were working on it and should restore the folders but they are still not there

It's all the old ones we used to have. They've been missing for a few months now

we used to have ones like 'Advanced Security', 'Challenger report', Professional Services, etc

Pooja
It is license folder, right?

While this conversation has ended, feel free to come back anytime you need help.
March 20, 11:27 AM
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
You are now connected to Amandeep, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Amandeep
Welcome to Adobe Support, how can I help you today?

hi, I can't access my folders I used to have on my Adobe Stock account

Amandeep
Let me transfer you to a specialist who can help.

I was told they were looking into it and would be restored but they have not been. Thank you

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
Amandeep has left the conversation.
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
Amandeep has left the conversation.
You are now connected to Saksham, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
hello?

Saksham
Welcome to Adobe Support, how can I help you today?

Saksham has left the conversation.
While this conversation has ended, feel free to come back anytime you need help.
March 20, 11:31 AM
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
You are now connected to Rohit, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Rohit
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

ok thanks

Rohit
Thanks for your patience. I've reviewed your former conversation with us – I understand your concern. Let me connect you to a Specialist. Please stay connected.

ok thank you

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
Rohit has left the conversation.
ok thank you

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
Rohit has left the conversation.
You are now connected to Tanuja, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Tanuja
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

ok

Tanuja
Thank you for your time, I checked and you have an active plan of Adobe Stock – 10 assets a month

yes

I know

I want to access the old folders we created of images

a few months ago they all got removed and we had to start from scratch

Tanuja
Thanks for your details . Give me a few more minutes to find the right solution for you.

Thank you for your time and I request you to please go through below steps :
Check for a duplicate or different Creative Cloud files folder
Check for a duplicate Creative Cloud files folder in the home folder of the current user account or a different Creative Cloud files folder in the home folder of another user account.
Check the Trash or Recycle Bin
Look for the missing file in the Trash ( macOS ) or Recycle Bin (Windows).
Check in the My Assets section online
Navigate to https://assets.adobe.com/files.
Sign in, if prompted.
Check if the missing files are available in Files.
Check in the Deleted section for Creative Cloud
Navigate to https://assets.adobe.com/deleted.
Sign in, if prompted.
Check if the missing files are available in Deleted.
and And kindly refer self-help link:
https://helpx.adobe.com/in/creative-cloud/kb/users-files-missing-creative-cloud.html

Read Entire Message
ok

Tanuja
Sure, I am connected with you .

I checked and there are no deleted or files showing up. It's the folders that are missing not the files themselves

Right now these are the only ones showing up but we used to have dozens of folders

Screenshot 2023-03-20 115639.png
I can still access the images licensed via Licence History though

Tanuja
I understand and In this case I will arrange a call back from our technical stock teams s. Please help me with your contact number , prefer time to call and time zone

CC REDACTED , GMT

Tanuja
May I know the prefer time to call?

2:30pm or 4pm

Tanuja
Thank you for your details, you will receive the call back within 24 to 48 hours
Is there anything else I can help you with?

ok thanks

that's all

Tanuja
Thanks for contacting us today. Goodbye

can you send me the number I would receive a call from so I can whitelist it

(I get some spam calls!)

Tanuja
I understand , however when you received the call back the agent will already about your query

ok but what telephone number will they be calling from?

Tanuja has left the conversation.
While this conversation has ended, feel free to come back anytime you need help.
Today 4:34 PM
Hi Patrick, I'm the Adobe Virtual Assistant. How can I help you?

Hi we are needing to get the Adobe Stock folders back

You need help using Stock or troubleshooting an issue. Is that right?

Yes
No
4:34 PM
Yes

I want to make sure I understand clearly. Which of these categories best describes your issue?

How do i get adobe stock
Where do i find support for adobe stock
Re: Adobe Stock Acount has Dissapeared
None of these
None of these

4:35 PM
How would you like to proceed?

See more solutions
Chat with an agent
I'm done, thanks
Chat with an agent

Ok. I'll connect you to an agent who can pick up where we've left off.

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
You are now connected to Prachita, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Prachita
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

Hi, I'm not able to access my old Adobe Stock folders of images. We have created some new ones but we need to get the old folders back.

MY colleague was on the phone on Wednesday with you and they thought they had resolved the issue but it's reverted back again

4:36 PM
Prachita
Patrick thank you for sharing your concern, may I know if are you unable to access the one for individual plan or teams?

I think it's a teams plan. the login email is purchasing@softwerx.com

Prachita
As it is teams plan, Let me transfer you to a specialist who can help.

ok thanks

Connecting you with a specialist as soon as possible.
Prachita has left the conversation.
You are now connected to Neha, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Neha
Hi, you've been transferred to me, let me first pull up your account information and access your details.

Hi, ok thanks

Neha
Thank you for your patience, please stay connected while I am looking for the same.

ok

Just looking at it, the images are currently licenses and the credits go to the 'personal' account but would it help to move them to the 'Softwerx LTD' account?

adobe.png
File uploaded successfully
hello?

Neha
Alright, I can send you invoices for your individual account but I would like to guide that there are no invoices for the entitlements.

I'm not talking about invoices. I need the folders to show up that we created in the account. Right now we can't see the ones we used to have access to.

I've reported it a few times and no one has actually fixed this

No in order to find an image we previously licensed, I have to look in license history and I can't find images we previously saved to a folder which is causing lots of issues

we created some new folders but have lost all the old ones

this is about the 4th time we're trying to resolve this issue with Adobe support

4:52 PM
Neha
Apologies, let me arrange a callback for you to the dedicated team who can fix this for you.


Please help me with your callback details:
Call back number
Time zone:
The right time to call:
Name:


Please note that you would receive the callback within 24-48 business working hours.

if it does not get fixed I'll have to escalate this

we've already had a call back on Wednesday and it was not fixed

Can you just restore the old folders that we used to have or what is actually going on?

4:53 PM
Neha
Apologies for the inconvenience, I would schedule this call with an expert since this is the second time you had to come for the same issue.

4:54 PM
No it's the 4th time

Neha
Since this is related to the individual account and I can help you with a technical issue, I will have to schedule a callback.

It's related to a teams account as you just mentioned

Why are you saying it's an individual account?

Neha
Alright please stay connected let me transfer you right away to the dedicated team.

I've already been transferred to you so who are you wanting to transfer me to?

I'm copying a transcript of this chat and will submit a complaint because this is not acceptable

Connecting you with a specialist as soon as possible.
Neha has left the conversation.
You are now connected to Rohith, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Rohith
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

I would like to log a complaint please let me know how to do that?

Rohith
Thanks for the patience
Could you please allow me 2 minutes while I look at what best I can do for you?

Thank you for your patience.
Patrick, I have checked your previous conversation and I understand that you need access to Adobe Stock – 10 assets a month added in the personal account, am I correct?

No that's not correct

I would like to submit a complaint because the support in incompetent

I'm trying to get our folders in Adobe stock to show up as we've mentioned the last 4 or so times we've tried this live chat

Rohith
We are really sorry for all the inconvenience caused due to multiple transfers.
If I was in your place, then could have felt the same.


As you have two profiles created
personal and business accounts, did you try to login in to the incognito window of the Google Chrome browser
in stock.adobe.com

under personal profile instead of Business profile?


using

You have two profiles created
personal and business accounts, did you try to login in to the incognito window of the Google Chrome browser
in stock.adobe.com
under personal profile instead of Business profile?

Yes I've tried with the same result

I would like to complain so for the last time, please let me know the details of how to do that

Rohith
Let me guide you.
Did you try after clearing the cache and cookies in the Google Chrome browser?

I'm not on google Chrome

Rohith
Can you please try in google chrome browser and let me know if that helps?

I can try it

Rohith
Please take your time.

It's still not working and you are not listening to me. I want to submit a complaint and to escalate this issue- what is the procedure to do that?

I am going to publish a transcript of this entire conversation on the public Adobe Support community forum unless you tell me another way to complain in the next 2 minutes

Rohith
I understand Patrick, I assure you that I'm here to help you I will escalate this to our backend team and arrange you a callback, I request you to please provide your contact number ?

It is +[Moderator deleted private information. Please do not post private information like e-mails and phone numbers]
Last time I asked them to call me back between certain times and they called at the wrong time when I was unavailable

Rohith
I will make a note of this and assure you that this time you will get the callback at the preferred time so can you please tell me the timing to callback?

Between 2pm and 3pm on Monday 27th UK time GMT or on Tuesday 28th at 3:30-4:30pm

5:29 PM
Rohith
Thanks for the information.
I make sure you will get a callback at the same preferred time.

Ok thank you. You still have not answered my question as to how I submit a complaint or do you not have a complaints procedure?

Sent 5:32 PM
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Community Expert ,
Mar 24, 2023 Mar 24, 2023

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in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

 

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

 

<moved from using the community>

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Community Expert ,
Mar 25, 2023 Mar 25, 2023

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Looking into your chat with Adobe (which you have awfully structured, as we cannot see your answers vs Adobe's answers), I think to understand that you have a Teams/Enterprise licence?

Please confirm this!

Your problem came up when you got migrated to a corporate ID with 2 profiles (a private one and a company profile)?

https://helpx.adobe.com/enterprise/kb/enterprise-id-faq.html

Please confirm this!

 

Furthermore, looking into your conversation, I understand that you cannot access the libraries on the cloud or from the applications? Or can't you access your formerly licenced assets via the licence history?

 

Please answer first these questions, then we can take a step further.

 

(Unrelated to this: I suggest, you to change your screen name to something that is not your e-mail address! You can do so at https://account.adobe.com/profile. This is for your protection to avoid scammers and spammers reaching out to you.)

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Mar 27, 2023 Mar 27, 2023

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1) Please consider changing your user name as this is a public forum and using an email address as a user name is not a secure practice.

2) Posting the entire chat to the forum doesn't help us help you. If you can clearly explain the issue we can assist you better. Expecting someone to read through your chat history doesn't allude to an issue with libraries but an issue with chat.
3) If you are a team or an enterprise administrator you can access support through the Adobe Admin Console.

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