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Debra Wesselmann
Participant
December 26, 2018
Answered

My image credits are suddenly gone.

  • December 26, 2018
  • 2 replies
  • 1096 views

I pay $29.99 per month to stock adobe images and get 10 images per month. My unused image credits have always rolled over from one month to the next. The amount of images I use varies month-to-month depending on my projects. I have been a member for multiple years - started on Dollar Photo Club. All of a sudden, my image credits are zero. I still had quite a few image credits as of last month. I have not un-enrolled. I was not notified about this. I don't understand.

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

    And I also thought I had more images that I had not used prior to December.


    Hi Debra,

    As confirmed to you above, the monthly allotments for 10 licenses (which is the plan that you're subscribed on) has already been used by you and therefore it shows you the message that you've no licenses left. Moreover, you are still able to license images from Adobe Stock for which you're being charged an overage price.

    You're being charged for the subscription on the 2nd of each month. As per the record, you've used up all your licenses for the previous months as well.

    Additionally, you can check in your license history tab the files that you've licensed.

    Please Contact Customer Care for more information.

    Regards,

    Sheena

    2 replies

    twaritar3263062
    twaritar3263062
    Participating Frequently
    December 27, 2018

    Hi Debra,

    Sorry to hear that you are facing issues with Adobe Stock services.

    I have checked your account details and noticed that you had signed up for Adobe Stock 10 images per month(one-year) plan on 02 May 2016.

    Also, I noticed that you have used all your allotments(10) for the month of December and that is the reason you are being charged additional 2.99 USD for the overage licenses since if you exceed your subscription entitlement for the month, you will be prompted to purchase an on-demand “overage” license.

    For more information, you may refer to Common Questions about plans, purchasing, and availability, Adobe Stock

    Feel free to update this thread in case of any additional questions.

    Regards,

    Twarita

    Carter1994
    Carter1994
    Participant
    December 27, 2018

    I'm in the same boat. However, I did unenroll, but I didn't think I would lose all my credits. Could support answer if I have permanently lost my credits? I had over 60!

    twaritar3263062
    twaritar3263062
    Participating Frequently
    December 27, 2018

    Hi Carter,

    Sorry to hear that.

    I have checked your account details and noticed that you had signed up for Adobe Stock 10 images per month(one-year) plan on 02 Sep 2017. The subscription has already been cancelled and that is the reason your remaining assets got expired on 12/2/2018. You can use your available licenses as long as your subscription is active, but you forfeit any unused licenses upon cancellation of your subscription.

    For more information, you may also refer to Common Questions about plans, purchasing, and availability, Adobe Stock

    You may also reach out to our support team Support FAQ: How can I contact Adobe for support? for further assistance.

    In case you are unable to reach our support through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

    Note: The downloaded images always remain in your license history.

    Feel free to update this thread in case of any additional questions.

    Regards,

    Twarita

    Sheena Kaul
    Sheena KaulCorrect answer
    Legend
    December 28, 2018

    And I also thought I had more images that I had not used prior to December.


    Hi Debra,

    As confirmed to you above, the monthly allotments for 10 licenses (which is the plan that you're subscribed on) has already been used by you and therefore it shows you the message that you've no licenses left. Moreover, you are still able to license images from Adobe Stock for which you're being charged an overage price.

    You're being charged for the subscription on the 2nd of each month. As per the record, you've used up all your licenses for the previous months as well.

    Additionally, you can check in your license history tab the files that you've licensed.

    Please Contact Customer Care for more information.

    Regards,

    Sheena

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