License violation e-mail from COPYTRACK GmbH regarding purchased image from Adobe Stock

[KTeniste]

Hello,

I received today an e-mail from company Copytrack GmbH as following: 

Regarding your publication on : www.prii....
Dear Sir or Madam
COPYTRACK GmbH manages the image rights and image licences of photographers, picture and news agencies and other companies with image rights.
One of our members has determined that your company is using images and making these available to the public but cannot recall having a license agreement with you. Of course your use of those images might be legal. This is why we ask you to provide sufficient proof of license, since otherwise an unauthorized use of the images is a copyright infringement.
If you are not able to provide that proof, in the interest of fairness our member is offering you an opportunity to purchase a license for your image use ex gratia retroactively. You would retain the right to continue using use the image.
Without a retroactive licensing a legal enforcement of the license and damages will be inevitable. Removing the image from your website will not inhibit these steps.
More information about the image you are using can be found under your case number, XXXXXX, on https://portal.copytrack.com/en/start
We ask that you reply by Monday, 30. Dec 2019 at the latest. etc, etc, etc ...

We have purchased our images from Adobe and we have not violated lisence. Now, searching web I found out, that this company will just send out an invoice, where they have calculated the 4-5 figure amount based on god knows what. I tried to get help from Adobe online support and asked for e-mail address to forward info with hope, they would get in touch with creator of image in order for him to take actions to clear this mess, but the only response is: "They can always contact the Adobe support or call us!". I tried to emphasis couple of times that this company will not call anyone (why should they) - they will just simply send us invoice  - but with no results or offer of solution from Adobe.

Has anyone here had any experience with such situation? Where did you get help?

We did send the Copytrack printscreen of licensed download (what they asked for) and info regarding the invoice from Adobe for Stock servise (monthly bill) but in case they will not accept it and still send us claim - where/how did you get help from Adobe to clear this mess?

Help?

BR, Kärt

[WendellaBee · Accepted solution]

Hallo K.,

Please contact copyright-stock@adobe.com for assistance with this issue.