Allowance not refreshed

[ariannap20520194]

Hi there,

My monthly allowance of 10 images has not been refreshed even though I was billed on 23/11/18. Could I get some assistance regarding this issue ?

Many thanks

[twaritar3263062]

Hi Arianna,

Sorry for the trouble it has caused to you.

I have checked your account details and noticed that you had signed up for Adobe Stock 10 image per month(one-year) plan on 23 Feb 2018. Also, I have noticed that the payment of 23.79 GBP has been made on 23rd of November 2018 but the 10 assets for the month of November has not been allocated to your account.

Let me get this checked from the concerned team. I will update this thread as soon as I hear from them. Appreciate your patience.

Regards,

Twarita

[ariannap20520194]

Hi there,

Thank you for your reply. It's been close to a week now and I would appreciate if this could be solved immediately. I have paid for the images and was given 0 allowance, I really need the stock images for my business. I was charged extra for a standard licence 2 days ago because I had no credit and had no other option.

Thanks!

[twaritar3263062 · Accepted solution]

Arianna,

The cause of the issue is when a customer misses a payment and pays their Stock subscription late, the renewal date of the Stock, allotment gets set to the date of payment.

We have already passed the request (of resetting the renewal date to match the billing date) to the concerned team. Also, our engineering team is working to get the issue fixed. Please allow us some time.

Regards,

Twarita