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Video not letting me use credits only offering buy

New Here ,
Dec 30, 2022 Dec 30, 2022

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I havn't downloaded a video for a while, but, all the videos now don't let me use credits and I have loads of credits, only giving me the buy option?

I have seen a few posts on this and have tried a couple of browsers? Why?

TOPICS
Licensing , Plans and purchase

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Community Expert ,
Dec 30, 2022 Dec 30, 2022

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What plan do you have? If you have the 10 assets/month plan, you do not have videos included. If you have the 25 assets/month plan or higher, you can licence HD videos, not 4k Videos.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Dec 30, 2022 Dec 30, 2022

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40 a month currently have 954 assets?

40 standard assets or 6 HD videos a month

 

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Community Expert ,
Dec 30, 2022 Dec 30, 2022

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Yes, the 40 assets/month plan includes HD videos. But 954 assets are strange, as the roll-over is only a year full assets, so the system should cap at 480 assets.

I suppose you did try a sign-out/sign-in?

 

Did you contact Adobe customer 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.

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)

 

Just tagging also @EvilBugQueen1, she can look into your account. I hope that she will be again available after January first.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Jan 04, 2023 Jan 04, 2023

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Hi @Streamlined Training,

Could you please try licensing a video again and let me know the results? I've noticed something a little off with your account (nothing on your end) and have made a slight change that should resolve this.

EBQ

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