Video Asset 300% Price Increase When Upgrading Plan

New Here ,
Jul 15, 2022 Jul 15, 2022

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I was buying videos for 6 credits. I had a 10 credit plan. I upgraded to 40 credit plan. Videos were 6 credits. I just upgraded to the 350 credit plan, and now it wants 23 credits for the same videos.... What is going on? Images are still 1 credit. I am afraid to buy an video asset because that is way more expensive. Then if it is just 23 credits now, WTF, the 40 credit plan was better. No chat to talk to someone, I have to call. Seriously how is this a thing. 

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Community Expert ,
Jul 15, 2022 Jul 15, 2022

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Are you talking about HD videos? They are 8 credits for each video (credit packs). I do not see your 350 credits offer, so that needs to be a regional different offer, but I cannot imagine that the same video would cost 23 credits. Post the link to a 23 credits video, please.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Jul 15, 2022 Jul 15, 2022

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I guess you need to see a pic to believe me. 
 
All HD videos show $23. I bought 3 videos today before I upgraded my account at the normal price.. I am familiar that $23 is not supposed to be the price, which is why I am posting. 
 

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Community Expert ,
Jul 15, 2022 Jul 15, 2022

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Yes, the image helps. I don't see your plan, so I have no idea what is apprised. I only see a 25 and 750 credits plan but I know that plans may be different according to the region you live in. @EvilBugQueen1 will be able to enlighten us.

 

If in the meantime you want a solution/resolution, you will need to contact Adobe support. 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! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(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)

 

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Jul 15, 2022 Jul 15, 2022

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Every other product is priced the same as it was before I upgraded. Only HD videos. I marked videos to go back and buy and they are all 23 credits. I've upgraded my Account before, I use this site extensively. Me reaching out to support only would help me. Other people have probably seen this and just bought the items. Wasting their credits. This is what a community is for.  Unfortunately that is what I need right now, and it blocks me on an active project. 

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Community Expert ,
Jul 15, 2022 Jul 15, 2022

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You reaching out support now helps you now! Your post helps all users. I've tagged EvilBugQueen, she will see what goes wrong and can intervene if appropriate. However, she will need to check on this on Monday as she and her team is profiting from the weekend. English speaking support is 24/24 and 7/7.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Jul 25, 2022 Jul 25, 2022

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@reshat22 with a 40 asset plan the price of an HD video is 6 plan credits which is equivalent to about $12. When you upgraded to the 350 asset plan the price of the HD video is 23 which is equivalent to about $11.
I've shared your feedback with our product team and are working on how to make it simpler to compare the benefits of the Adobe Stock plans.

EBQ

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