Credits gone...

[Alek24]

I had over 100 credits but now theyre all gone.. My yearly plan got renewed a couple of days ago. Don't tell me that resetted everything?

[WendellaBee · Accepted solution]

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

[Alek24]

Thanks. I've looked at that page and searched for a way to contact support but I could not find it. Can you tell me what to look for?

[Ann Bens]

To be honest I could not find the Chat option either.

[WendellaBee]

There should be a chat bubble in the lower right of the screen. I've noticed on some mobile devices you may have to scroll down before it appears. Let me know if you still cannot find the feature.

[Ann Bens]

This is what I am seeing on a pc.

No chat bubble.

[WendellaBee]

Thanks, @Ann Bens can you share the browser you are using. I'd like to figure out why it isn't appearing as this isn't the first report of this issue.

• Are you in the US?
• Do you have pop-ups disabled?
• Are you running any browser extensions?
• Have you cleared browser history/cookies lately? Does the chat feature appear after you do?
• Does the chat feature appear in another browser?

Thanks!

[Alek24]

The chat bubble appeared in incognito mode! Thanks.

[WendellaBee]

Thank you!

[Test Screen Name]

Credits last 12 months, I read somewhere.

[WendellaBee]

Unless there is an issue with the subscription, the user needs to contact customer care.