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ProImageDesigns
ProImageDesigns
Participating Frequently
December 30, 2022
Answered

Recently upgraded and all my credits disappeared!

  • December 30, 2022
  • 1 reply
  • 628 views

I recently upgraded from 10 credits per month to 25 credits per month and had 211 credits in my account.  All 211 credits have disappeared!  I contacted Customer Support via chat and was told they will try to address it within 24-48 hours!  I have a project due now and needed the credits I paid for to use.  How can I get anyone at Adobe to give me back the credits that I paid for now?  

 

Word of caution, do not upgrade with credits in your account, I am not the only one this is happening to! 

This topic has been closed for replies.
Correct answer WendellaBee

Thank you so much for the information!  Still trying to resolve but having the correct source and case number you shared is helping. 


I see from the case notes that your case has been resolved, please clear your history and sign into the Adobe Stock site. If there is any issue contact customer and reference your case number.

1 reply

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
December 30, 2022

The maximum you can accumulate with a ten assets/month subscription is 120 (a year's allocation). So, except if you paid for credit packs your numbers don't match. Upgrading to a higher plan does not affect your credits available. Downgrading does. 

 

So it is more probable that you had a bunch of credit packs sitting around for a yeat, as that is the lifespan of those. And when you licence an asset, you use your plan credits first, as they are of a lower value and can't be used against HD video in the 10 assets/month plan.

ABAMBO | Hard- and Software Engineer | Photographer
ProImageDesigns
ProImageDesignsAuthor
Participating Frequently
December 30, 2022

I have been on the same plan, 10 credits/month since February 2018 for 29.00/month, and all my credits that were unused continually rolled over every year, I have never had them expire or disappear.  I use for images not video and have never purchased a credit pack.  I recently upgraded to a "Special Offer" of 25 credits per month for $39.99/month.  That is when all my credits disappeared and my billing went to $49.99/month.   This is my concern, I upgraded, lost all previous credits and am being charged more than what was stated.

WendellaBee
Adobe Employee
WendellaBeeCorrect answer
Adobe Employee
January 9, 2023

Thank you so much for the information!  Still trying to resolve but having the correct source and case number you shared is helping. 


I see from the case notes that your case has been resolved, please clear your history and sign into the Adobe Stock site. If there is any issue contact customer and reference your case number.

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