Issue purchasing videos

Contributor ,
Nov 07, 2018 Nov 07, 2018

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Hi there,

Anyone else getting this prompt? I've been downloading all day and then this. Can't download anything at all and client is waiting for unwatermarked version of video.

I am trying to license through Premiere Pro and also tried right from Stock website. Called my credit card and they say nothing is stopped or limit not hit, so it is Adobe that is stopping the purchase. Tried calling adobe and no one answered for 28 mins...so hung up and figured I'd try forum.

Screen Shot 2018-11-07 at 6.08.59 PM.png

Need to get video edited and sent to client asap, any help will be appreciated.

Thanks!

Pete

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correct answers 1 Correct Answer

Adobe Employee , Nov 08, 2018 Nov 08, 2018
Hi PeteI understand that this has been resolved.Thanks for your patience.Kind regardsBev

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Adobe Employee ,
Nov 08, 2018 Nov 08, 2018

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Hi Pete

I'm sorry that there have been issues while trying to make a purchase.  Will check this with our finance team.

In the meantime, do you still require 1 video to complete your job?

Kind regards

Bev

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Contributor ,
Nov 08, 2018 Nov 08, 2018

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Hi Bev,

I've been in contact with Adobe and it seems like there is an issue with my Adobe account.

I even tried to purchase credits and still no go.

My credit card is ok as I called them and there is no stoppage of payments.

Adobe team is trying to fast track my issue as I need this asap, but I'm not confident. I'd appreciate if you could check in with them as well? Thanks!

Pete

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Adobe Employee ,
Nov 08, 2018 Nov 08, 2018

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Hi Pete

I understand that this has been resolved.

Thanks for your patience.

Kind regards

Bev

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Contributor ,
Nov 08, 2018 Nov 08, 2018

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Yes it has…thanks for checking and being prompt!

Seems like it was an account issue.

Account was flagged and put into some weird non purchase phase since I was downloading so many individual videos.

Nothing to do with my credit card as I was on phone with them and they saw all charges approved and no stop payment on anything.

Ended up purchasing credits for the time being.

Thanks again!

Pete

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