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Credits carryover in month-to-month

New Here ,
Dec 05, 2018 Dec 05, 2018

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I had 26 credits left last month, had payment trouble for a few days and got Adobe Stock account during that time effectively suspended (I couldn't even download the paid for images), and when I paid for a new month I got only 40 new credits and no carryover credits. Is this normal?

I'm on annual plan with a month to month payment.

I get not getting new credits when I didn't pay at once for a new month, but thos 26 credits were paid for and I should be able to use them freely.

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Adobe Employee , Dec 06, 2018 Dec 06, 2018
Hi Magdalena,Sorry to hear that.I have checked your account details and noticed that you had signed for Adobe Stock 40 images per month on 29 Oct 2018. There was a payment issue for the month of November and that is the reason you were unable to access the allotments in your Adobe Stock account. Please reach out to our support team Support FAQ: How can I contact Adobe for support?  as they will be able to assist you further (in restoring the credits).In case you are unable to reach our support t...

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Adobe Employee ,
Dec 06, 2018 Dec 06, 2018

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Hi Magdalena,

Sorry to hear that.

I have checked your account details and noticed that you had signed for Adobe Stock 40 images per month on 29 Oct 2018. There was a payment issue for the month of November and that is the reason you were unable to access the allotments in your Adobe Stock account.

Please reach out to our support team Support FAQ: How can I contact Adobe for support?  as they will be able to assist you further (in restoring the credits).

In case you are unable to reach our support through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

Feel free to update this thread in case of any additional questions.

Regards,

Twarita

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