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My Licensed images no longer available

Community Beginner ,
Aug 14, 2023 Aug 14, 2023

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I have the same problem. Deleted Cache in Browser before, reloged with the right ID.

All Licences between 05.10.2018 and 10.05.2023 are not visible and have gone. My bills in the Admin-Panels are still there.

This looks like a mistake in the System ...

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correct answers 1 Correct answer

Community Beginner , Aug 21, 2023 Aug 21, 2023

I could solve the problem in the meantime. In the screenshot you can see that the license overview is no longer complete, but account-related. This seems to be new? My missing licenses are now in two categories (company and personal).Screenshot 2023-08-21 133132.jpg

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Community Beginner ,
Aug 14, 2023 Aug 14, 2023

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Hello Abambo,

individual and most of the time "Credit-Packs" in my case. If i look into my different Libraries, i can see some of the pictures, but now no more licenced.

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Community Expert ,
Aug 14, 2023 Aug 14, 2023

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@Konzepttreu ,

 

Are you certain that your credits did not expire? Credits expire after a year.

ABAMBO | Hard- and Software Engineer | Photographer

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Community Beginner ,
Aug 14, 2023 Aug 14, 2023

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@Abambo

My last credit is still active (I usually buy 5 of them). But I'm not talking about credits, I'm talking about licensed images for projects with clients, that I had already purchased with credits. If someone with rights could look into my account, they would see right away that something went hugely wrong. As I said, every image between the dates mentioned from 2018 to 2023 (starting on the 2nd page in the list) is no longer licensed or listed under my licenses. It feels like someone has deleted all my information between the last five years and I have purchased many images. If someone with rights were to look into my invoices for the last few years and how many credits I've bought and how many of them I've used .... well - simply put - I really need support in this case.

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Community Expert ,
Aug 19, 2023 Aug 19, 2023

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@Konzepttreu 

If it is an individual account: contact Adobe customer care (see later in this message).

If it is a business account: please contact Adobe customer care via the admin console https://adminconsole.adobe.com/support (you need to be a plan administrator to do so).

 

Contacting support with an individual account: 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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Community Beginner ,
Aug 21, 2023 Aug 21, 2023

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I could solve the problem in the meantime. In the screenshot you can see that the license overview is no longer complete, but account-related. This seems to be new? My missing licenses are now in two categories (company and personal).Screenshot 2023-08-21 133132.jpg

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Community Expert ,
Aug 29, 2023 Aug 29, 2023

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Yes, that comes with the change from an individual to a corporate account. This is confusing and it's complex for a lot of people. Once you have understood the concept, it's OK. 

ABAMBO | Hard- and Software Engineer | Photographer

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