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okayk21236245
okayk21236245
Participant
September 24, 2018
Answered

Image paid for but not licenced

  • September 24, 2018
  • 1 reply
  • 402 views

HI,

Today I tried to licence image no 222801178

My bank has charged my credit card for this licencing but image has not been downloaded or reduced from my 10 free images plan.

Can you please fix this issue

Thank you so much

    This topic has been closed for replies.
    Correct answer Sheena Kaul

    Hi Sheena,

    I do not have it under my licence history but there was a 3 USD fee when I clicked on licence the image, I accepted it and it was charged but image was not licenced or downloaded

    Hopefully you can help me


    Hi there,

    I checked the payment details and the downloaded licenses for the Adobe Stock subscription that you have and below is what I was able to find:

    1. You've been charged for 2 standard images and 1 Premium image which were outside your subscription allotments.

    2. The charge for the premium image is for File ID#  175282419 and the 2 charges for standard images are for file IDs# 92314228 and 17451188

    I don't see any charge for the File ID which you've mentioned. Please check at your end and let me know if you see any other charges apart from the ones that I've just confirmed.

    Regards,

    Sheena

    1 reply

    Sheena Kaul
    Sheena Kaul
    Legend
    September 24, 2018

    Please see TRANSFER  for your issue .

    okayk21236245
    okayk21236245Author
    Participant
    September 24, 2018

    Hi,

    unfortunately this is a different issue,

    I have solved the first one via chat

    Sheena Kaul
    Sheena Kaul
    Legend
    September 25, 2018

    Hi there,

    I apologize for mixing up the 2 issues.

    I checked the file as per the file ID provided by you and I see that it is a standard image which should be downloading because you've a plan for 10 assets a month for which you've been charged.

    I did check your Adobe Stock details as well and it seems that you've already used up the 10 allotments for this month so now any further downloads that you do will be charged at an overage per image.

    As you've mentioned in your post that you've been charged for this licensing but the license hasn't reduced from the 10 allotments is because they're already over.

    Also, I don't see the record of this image being licensed from your account. I'd request you to kindly check if this image is available under your licensing history.

    Let me know what you find out.

    Regards,

    Sheena

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