Paid for licence (went through twice) still do not have licence to photos

[caitlint79285678]

Hi,

i have purchased the 5 credit licence through paypal, your site said it did not go through, my bank has two transactions that have been processed, but I still do not have the licence for photos.

Can someone help ASAP please, this is very frustrating.

Thanks

[Abambo]

Sorry about your problems. Looping in twaritar3263062​ or Sheena Kaul​ for expert advice.

[twaritar3263062]

Hi Caitlin,

We apologize for the inconvenience caused to you.

I have checked the transaction detail and noticed that you were trying to purchase Adobe Stock- a pack of 5 credits, and due to some reason, the payment did not come through.

Let me get the issue checked with the concerned team. I will update this thread once I have more information on the transaction. Appreciate your patience.

Regards,

Twarita

[twaritar3263062 · Accepted solution]

Caitlin,

There were some issues with your Adobe ID which was blocking the payment. The issue has been taken care off and resolved. I would request you to try placing the order again and check.

Regards,

Twarita

[caitlint79285678]

Hi there,

Apparently it was my log in details or account ID that was the problem and I have been advised to purchase it again, however two payments for this have already been processed by my bank. I would like a refund of these please first before I put another order through.

Thank you

Caitlin

[twaritar3263062]

Caitlin,

I have checked your transaction details and noticed that an amount of 35.94 GBP has been deducted from your account on Jan 06 2019 for Adobe Stock- pack of 5 credits.

I would request you to contact our support team Support FAQ: How can I contact Adobe for support?  for refund related requests.

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

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

Regards,

Twarita

[caitlint79285678]

Hi there,

I am not concerned about the payment (as long as there is only one) my concern is that the site still does not recognise that I have actually purchased these credits and therefore is asking me to purchase credits to get the photos I need. This is what I need help with please.

Thanks

Caitlin

[Sheena Kaul]

Hi Caitlin,

The system is recognizing that you've purchased the plan because the order was not placed successfully but the money was deducted from your account for which we'd advised you to reach the support for refund request.

Additionally, I'd request you to place a new order for the plan that you want to purchase and you can send us the order# for confirmation.

Regards,

Sheena