Stock images

[SecQube]

I pay 19.99 for stock images but can't download any without paying more. I have 1500 credits. What am I doing wrong?

[Jill_C]

You'll need to provide a little more detail here. What error message are you receiving ? Can you include a screen print ?

[SecQube]

There are no more details to give, no errors. I have 1500 credits, I pay 19.99. mth and when I go to download an image it says I have to buy it. I have an account supplied by the company I work for and I don't have the same experience.

[Abambo]

I suppose you pay for a student subscription of Creative Cloud all apps and not stock. I suppose the credits you're referring to are generative AI credits.

[SecQube]

I do not, and I would suppose a community expert would know the cost of a student license is a lot cheaper

65260661 Adobe Stock – 10 assets a month 1 EA 19.99 19.99 0.00% 0.00 19.99

I have never used the stock images option on the subscription, so I even know I have not overused it

[Abambo]

I do not, and I would suppose a community expert would know the cost of a student license is a lot cheaper

By @SecQube

There is no need to get snappy! I won't argue with you, but details of what you posted here do not match the comon plans available. I do no know your region, nor the currency. This is what I get, when looking at the student prices for Creative Cloud, which is very near to your number. Given that there are regional differences because of taxes (VAT), your numbers could match. 

A 10 assets/month stock plan can only add up to 120 unused credits (a year of stock). And it costs around 30€ a month.

. 

Ignoring the price issue, you may have a Teams or Enterprise plan. If that is the case, talking to your internal plan administrator could be of help. If you have an individual subscription, contact support for any help as indicated by @EvilBug1 . (EB is an Adobe employee, so you can share private account information via direct message. Do not share private information, like e-mails here).

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.

[SecQube]

You're right, I apologise. Adobe has confirmed that I should be able to download images, I just need to work out with them why I can't.

[Abambo]

If your account is part of a school's Enterprise subscription you will need to get authorized fore using stock. You can use the free stock assets, if you need. I can't see any other reason for not being able to use stock, if you should have stock credits, not Firefly credits.

If you are on an individual plan, I have no additional suggestion.

[SecQube]

It is not an educational option, it's a full-version. 

[EvilBug1]

@SecQube Sorry you are experiencing this. It's almost impossible for a $19.99 plan to build up to 1500 credits. Your current account does have a plan which allows you to download certain assets, but there isn't 1500 credits. Can you message me the account you are referring to and the asset you are trying to download?
If you don't feel comfortable sending message here, please feel free to contact customer support to get a ticket logged. I will be able to help you at that time. 

Thanks,

-EB

[SecQube]

The Credits seem to be for AI (dug in a little deeper). I will create a ticket today. Thank you

[SecQube · Accepted solution]

This was resolved by Adobe support, some mix-up with profiles.

[Abambo]

Thanks for the feedback. 😉