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I've downloaded the wrong image

New Here ,
Jun 15, 2023 Jun 15, 2023

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Good morning, yesterday I purchased 80 credits to download 80 images. I mistakenly downloaded the wrong image: #520622994 by Cavan Images for 25 credits, while the correct image I would like to download is #162707155 by multipedia for 1 credit.
How is it possible to cancel the download of the wrong resource and get the 25 credits credited back?

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correct answers 2 Correct answers

Community Expert , Jun 16, 2023 Jun 16, 2023

That's the same image. I suppose @Contributor1 should have a look into this, as it does not seem correct (at least to me) to have the same asset twice in the database.

 

For the credits, you will have to check with Adobe customer care. 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, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a differen

...

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Adobe Employee , Jun 17, 2023 Jun 17, 2023

Hello, I've verified the issue and sent both images to the content team for review. We shouldn't have the same asset being sold by multiple contributors and this should get looked into soon. Thank you for the report and sorry for the odd customer experience here.

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Community Expert ,
Jun 16, 2023 Jun 16, 2023

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That's the same image. I suppose @Contributor1 should have a look into this, as it does not seem correct (at least to me) to have the same asset twice in the database.

 

For the credits, you will have to check with Adobe customer care. 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, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.


For support via Twitter:
https://twitter.com/AdobeCare

(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)



Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.


If in doubt, ask the forum.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Jun 16, 2023 Jun 16, 2023

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Thank you for your response.
I contacted customer service via chat and they are handling the request: the operator had to get authorization from a superior and moved the request via email.

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Community Expert ,
Jun 16, 2023 Jun 16, 2023

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You're welcome.

 

Normally, as for Premium images, you get asked a confirmation, a refund is not that straight possible. You need to have a good argument. In your case, the argument is that there are two assets the same in the database, which should not be possible. There are two different contributors, which is very strange. It looks like one was copying the image from the other. The premium image has been added at a much later stage. But premium image contributors are hand-picked by Adobe. That's what I do not understand about this asset.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Jun 17, 2023 Jun 17, 2023

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Hello, I've verified the issue and sent both images to the content team for review. We shouldn't have the same asset being sold by multiple contributors and this should get looked into soon. Thank you for the report and sorry for the odd customer experience here.

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