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"No download packs available"

Community Beginner ,
Apr 27, 2023 Apr 27, 2023

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Hello, I would really appreciate any help. I'm trying to download an image from Adobe Stock but keep receiving this error:

Alice29617100l88y_0-1682588819556.png

I have sufficient credit available. 

I've checked in 'License History' and it's not showing there.

I've tried logging out and back in again - as well as using an incognito window (I've even turned my computer off and on again. Twice).

I've tried downloading a different image.

 

But the problem persists. What do I do?

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correct answers 1 Correct answer

Adobe Employee , Apr 28, 2023 Apr 28, 2023

@Alice29617100l88y we had some system issues yesterday that likely caused the issues you were seeing. I've restored 5 credits to your account because the order you placed was affected by the system issues. You should be able to license assets now.

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Community Beginner ,
Apr 27, 2023 Apr 27, 2023

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 @EvilBugQueen1 I've seen you were able to help others with this same issue. Are you able to help me please?

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Adobe Employee ,
Apr 27, 2023 Apr 27, 2023

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Hi @Alice29617100l88y, I don't see any issue, it may be that this somehow cleared automatically. I do see that you have consumed all of your credit packs. Let me know if you are still seeing the issue or are having any other difficulty.

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Community Beginner ,
Apr 27, 2023 Apr 27, 2023

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Hi @WendellaBee 

 

I purchased 5 credits this morning (order number: AE01545501254CGB), which are showing in my account so I'm worried that you're saying I've consumed them all.

 

I've tried logging back in, but now I can't even get into my library to try purchasing the image:

Alice29617100l88y_0-1682613528837.png

 

And when I click "View Libraries" it shows this:

Alice29617100l88y_1-1682613576702.png

 

 

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Community Beginner ,
Apr 27, 2023 Apr 27, 2023

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@WendellaBee I've also just tried downloading any image and I'm still getting the original error message:

Alice29617100l88y_0-1682613819956.png

 

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Adobe Employee ,
Apr 27, 2023 Apr 27, 2023

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Thank you for this additional information. I'm looking into this.

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Community Beginner ,
Apr 28, 2023 Apr 28, 2023

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Morning @WendellaBee. Just to let you know I'm now able to get into my library, but I still cannot download any images from it. Thanks.

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Adobe Employee ,
Apr 28, 2023 Apr 28, 2023

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@Alice29617100l88y we had some system issues yesterday that likely caused the issues you were seeing. I've restored 5 credits to your account because the order you placed was affected by the system issues. You should be able to license assets now.

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Community Beginner ,
Apr 28, 2023 Apr 28, 2023

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Just downloaded my image! Thank you so much for all your help!!

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Community Expert ,
Apr 27, 2023 Apr 27, 2023

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Check with customer care. 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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