Copy link to clipboard
Copied
Hi, I have downloaded 2 files from contributor Intpro.
Files AdobeStock_432302849.ai and AdobeStock_321934181.ai
It is said that they are vector, but they are not : theu are bitma.
My credits have been reduced by 2 credits, but worse: this is misleading information. Could you please do something?
Thanks in advance for any advice.
Copy link to clipboard
Copied
Did you download a JPEG file (that's up to you to chose your options) or did you download an Illustrator file with only a bitmap in?
Copy link to clipboard
Copied
Hi Abambo, Thank you for answering š
As you can see in the files name I gave above, I downloaded the .ai files. But when I open them, it is only bitmap files embeded...
Copy link to clipboard
Copied
I would say, that in this case, @Contributor1 will check your findings, and if confirmed, will grant replacement credits. Please stay patient, as Monday may well be a non-working day.
If, however, the replacement credits are of an urgent need, if you are reaching your allocated limit, you can also contact Adobe customer service, for a hopefully quick resolution of the problem.
Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.
(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)
Copy link to clipboard
Copied
Hi Abambo, thank you. I can wait for @Contributor1 this week.
Copy link to clipboard
Copied
Hello, I'm not seeing the single bitmap problem mentioned. Can you send a screenshot in Adobe Illustrator with the assets opened showing the problem? (possibly with the layers panel open)
ā
Copy link to clipboard
Copied
Hi @Contributor1 , thank ou very much for your answer.
You will find a screenshot of the open file on my computer. Half right of the screenshot is outline visualisation.
Copy link to clipboard
Copied
Hello, can you specify the name and version of the application you're using? It looks like it's failing to load the file correctly.