Crédits disparus

[josephine27994977qyts]

Bonjour, 

J'avais un gros stock de crédit accumulé pendant plusieurs années or j'ai découvert que depuis plusieurs semaines ce stock a disparu... Comment cela se fait-il ? 

Merci

[Jill_C]

Two possible reasons come to mind. Credits are capped at the total paid for in a year. For instance, if your subscription is for 10 credits per month, they will continue to accrue until you reach 120 credits. Unused credits are also lost when you cancel your subscription.

[josephine27994977qyts]

Bonjour, Je n'ai pas annulé mon abonnement donc normalement je devrais les avoir en stock non ?

[Jill_C]

Correct. If you have not cancelled your subscription, and have not licensed enough images to have consumed your credits, they should still be available for licenses. Did you review your recent licensing activity? Some people have reported accidentally licensing Premium Assets, which use up many credits. If that's not the problem, you should contact Adobe Customer Support to have them take a look into your account.

[josephine27994977qyts]

Entendu, merci. Pourriez-vous svp me dire comment contacter le support client Adobe ?

Merci pour votre aide

Joséphine 

[Jill_C · Accepted solution]

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen.  If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction

[josephine27994977qyts]

Merci beaucoup pour votre aide, grâce à vous j'ai pu règler mon problème.

Très bonne journée

[Jill_C]

Glad to be of assistance, and I'm happy that your problem was solved so quickly!