Essential Graphics Purchase Refund

[samnalven]

I purchased an essential graphic order #ADB043767876

It is unusable since it has a permanent background. I would please like a refund.

Additionally why do I have to post this to a public forum? Why can't I just write an email or open a chat? Seems ridiculous.

[Sheena Kaul]

Hi Sam,

I apologize for the troubles that you've faced.

We don'have any direct support email address but you can reach the chat support via Contact Customer Care

Also, please confirm me the file ID with which you're facing issues so that I can assist you towards the resolution.

Regards,

Sheena

[samnalven]

File id# 208973865

Customer care was not an option for Adobe Stock support. Only forum.

[Sheena Kaul]

Looping in RameezKhan​ to check the MOGRT file and help you better.

[hencer]

Have you checked the file well? because according to the product it has an optional background. So you can remove it and place yours.

• Easy to use
• Optional background image included

[samnalven]

I have not found an option to remove the background in the essential graphics window.

[Rameez_Khan]

Hi samnalven,

Let me check this on my end and get back to you. Which OS and Premiere Pro version are you using?

Thanks,

Rameez

[Rameez_Khan]

Hey samnalven,

The template has a transparent background and you can place it above any clip you want to change the background. If you increase the Opacity of the background Image then you can see the optional image that is included.

Thanks,

Rameez

[samnalven]

The opacity slider doesn’t remove the background. Even after rendering the clip.

Sent from my iPhone

[Rameez_Khan · Accepted solution]

Sorry for my delayed response!

Can you reach out to us via phone or chat here? Contact Customer Care  

We'll need to hop on a remote session to troubleshoot this further.

Thanks.

Rameez