Problems with extended license

[günterm81839308]

Hi! I would like to download the picture AdobeStock_202242391 with extended licence, but it dosen't work since yesterday. What could be the problem?

Standard licence works.

Regards, Tina

[twaritar3263062]

Hi Gunter,

Sorry to hear that.

Are you are unable to download the file 202242391 with an Extended license or you have already downloaded the file and it fails to open?

Can you please share the error message you get while downloading or opening this file so that we can further assist you?

Also, you may follow the steps as mentioned below if you are unable to download the asset.

• Sign out from Adobe Stock, sign back in, and try downloading the asset again.
• Try to download the image using a different browser.
• Clear your browser cache and delete your Internet history.

Regards,

Twarita

[günterm81839308]

Hi Twarita,

I signed out and signed in again, but the download doesn’t work.

I cleared the cache and delete the internet history and i tried to download the image with safari and with google chrome.

I am really unable to download the file with extended license.

Here the error message:

„FEHLER. Leider ist ein Systemfehler aufgetreten. Wenn Sie innerhalb der nächsten Minuten keine E-Mail mit der Bestätigung Ihrer Zahlung erhalten sollten, versuchen Sie es bitte erneut oder wenden Sie sich an den Kundendienst.“

Regard, Tina

Von: twaritar3263062 <forums_noreply@adobe.com<mailto:forums_noreply@adobe.com>>

Antworten an: "jive-252190358-6p5qa-2-68d46@adobe-v8.hosted.jivesoftware.com<mailto:jive-252190358-6p5qa-2-68d46@adobe-v8.hosted.jivesoftware.com>" <jive-252190358-6p5qa-2-68d46@adobe-v8.hosted.jivesoftware.com<mailto:jive-252190358-6p5qa-2-68d46@adobe-v8.hosted.jivesoftware.com>>

Datum: Dienstag, 26. Juni 2018 17:44

An: admin <g.matzinger@wertpraesent.com<mailto:g.matzinger@wertpraesent.com>>

Betreff: Problems with extended license

Problems with extended license

created by twaritar3263062<https://forums.adobe.com/people/twaritar3263062> in Adobe Stock - View the full discussion<https://forums.adobe.com/message/10467942#10467942>

[twaritar3263062 · Accepted solution]

Gunter,

I went through your transaction details on my system and couldn't find any charges made on your card for the Extended license. I would recommend you to check with your bank once, regarding the payment. Once you have checked with your bank, you can go ahead and work with our Support team on placing the order. Here is the link to contact our support team Support FAQ: How can I contact Adobe for support?

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

If you still face troubles, please update this thread.

Regards,

Twarita

[WendellaBee]

Hi GM,

If you click on the thumbnail to see the detail view of the image you should see the option for the extended license. This direct link will show you the option for an extended license.

https://stock.adobe.com/images/dog-cat-pet-house-home-love-logo-vector-icon-line-art-outline/2022423... 

Let us know if this is not the case.

EBQ