Compra errada

[gustavo.caliri]

Boa tarde, estava no período de avaliação do adobe stock, baixei um vídeo, deu certo, fui baixar outro gerou uma cobrança de R$104,00 eu achei que estaria dentro do periodo de teste, mas cobrou mesmo assim, um vídeo de 5 segundos, não estou conseguindo cancelar, alguém pode me ajudar?

[Moderator moved the thread to the correct forum]

[Abambo]

Stock trial does not allow for unlimited downloads. As soon as you are getting over quota, stock will charge the download as it would ordinarily.

@Riya123 , can you help here?

[Riya123]

Hi @gustavo.caliri - This is expected because the free trial applies only to the plan credits available as per the plan you purchase . In this case you purchased Stock 10 plan , so the first 10 credits for the month, that you got with purchase is free during the trial period(nothing will be charged for those 10 credits use). However if you run out of those credits anything purchased afterwards will be charged. 

In this case , the first video cost 8 credits which used the 10 credits available in your plan and since for the next video purchase you didn't have enough credits available , it charged you  since this was out of the plan quota you had. This is expected. you will get a modal that says you ran out of credits and this purchase is going to charge $ XX before you confirm. and purchase.

Please contact customer care to see if they can help with refund in this case- 

https://helpx.adobe.com/contact.html

or contact Adobe customer care by beginning a secure chat session at  https://helpx.adobe.com/support.html

thank you !