Credits Disappared

[sharonv46370221]

Hello,

I had 40+ credits in my account as of two days ago and now I no longer see them. My last conversation last year with Adobe said that my credits would not expire. I no longer see this and I also see some subscription that I have not signed up for that was declined?

Please look into my account and let me know what is going on. As soon as I've finished redeeming my credits I will most certainly subscribe, but not if I have remaining credits.

Thank you,

Sharon

[jreinish]

The exact same thing is going on with me. I really need my credits as I have a project I need to finish, and they are gone and its just giving me the option to buy credits or subscribe monthly. I don't mind doing that once I've used my credits, but they have disappeared and were just there last time I checked not very long ago.

[WendellaBee]

Hello Jennifer,

I reviewed your information and it shows that your licenses expired on 04-04-18. Licenses expire after one year.

EBQ

[twaritar3263062]

Hi Jennie,

I have checked your account and noticed that your Stock subscription has already been cancelled. Moreover, the free standard images which were added to your account on 4/4/2017 expired since they are valid only for a year.

Feel free to update this thread in case of any additional questions.

Regards

Twarita

[jreinish]

Hi Twarita,

I somehow had a subscription added accidentally that was, for now, cancelled. But I had credits I was assured would not expire, the same issue as Sharon. If I had ever been told of an expiration, I would have used them. I got no warning of this.  I am very frustrated as I really needed to use them.  Can you please look into this for me and see if there is any chance they can be restored? Even temporarily?

Thank you.

[twaritar3263062]

Jennie,

I completely understand your concern. I would suggest you to contact our support team Support FAQ: How can I contact Adobe for support? to check if they can provide you with an exception(if any available).

If you are unable to reach our support through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

If you still face troubles, feel free to update this thread.

Regards

Twarita

[WendellaBee]

Hello Sharon,

I reviewed your information and it show that your licenses expired on 04-20-2018. Licenses expire after one year.

EBQ

[sharonv46370221]

EBQ,

During my last phone call with Adobe, they said my license credits would NOT expire as I had this issue one year ago and that I no longer had to worry about them expiring. These were credits issued due to Adobe buying out another company that I had subscribed to.

Please review again.

Thank you,
Sharon

[sharonv46370221]

EvilBugQueen1 Please review case 0221804821 : Parnika M from 4/25/17. They talked to me via phone and said my credits would NOT Expire.

[twaritar3263062]

Hi Sharon,

I understand your concern but I have also reviewed the case number (0221804821)you have mentioned above and can confirm that it states that the licenses are valid until 365days.

However, I would like to inform you that the images which you have already downloaded always remains in your license history.

Regards

Twarita

[sharonv46370221]

I was told via phone that my licenses would not expire. Please review the recording.

[sharonv46370221]

Twarita, any updates? I am unable to get a hold of Adobe via phone or chat to speak about this in real-time as my only options include forum support for Adobe Stock.

[twaritar3263062]

Sharon,

Please see your private message.

Regards

Twarita

[twaritar3263062]

Hi Sharon,

The issue has been taken care off and resolved.

You may also refer to the case number ADB-1924392-J0V6 for the same.

Please let us know if you require any further assistance.

Regards

Twarita

[twaritar3263062]

Hi Sharon,

I see you have an Adobe account under the same ID as with forums.

While going through your account details, I noticed that when you migrated your account from DPC to Adobe Stock it was credited with 102 free image licenses on 4/21/2017. These licenses were only valid for one year from the date they were added to the user's account and that is the reason your remaining assets got expired on 4/21/2018.

You may also reach out to our support team Support FAQ: How can I contact Adobe for support? for further assistance.

Feel free to update this thread in case of any additional questions.

Regards

Twarita

[jreinish]

Twarita I tried your suggestion and with both links it only takes me back to the forum to ask questions. I cannot get in touch either by phone or chat. This is super frustrating and I would like to get it resolved today. Can you help me to get a phone number so I can get this figured out?

Thank you

[twaritar3263062]

Hi Jennie,

Please see your private message.

Regards

Twarita

[twaritar3263062 · Accepted solution]

Hi Jennie,

The issue has been taken care off and resolved. Here is the case number for the same: ADB-1926717-R3K4

Feel free to update this thread in case of any additional questions.

Regards

Twarita