licensed stock image "no longer available"

New Here ,
Nov 15, 2018 Nov 15, 2018

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I went to our license history page to re-download an image to find that it is marked "no longer available" and cannot be downloaded. I don't understand how this can happen with an asset we have already licensed. I get that they may not wish to issue further licenses, but this feels a little like I've bought a book, the author changes their mind about publishing it and comes round to my house and takes it back!

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Adobe Employee , Nov 16, 2018 Nov 16, 2018
Susan,The image is no longer available on Adobe Stock because there were some issues with the model release. There is no ETA for when the image will be online.However, when I checked your account details I was unable to find the above file in your download history.Feel free to update this thread in case of any additional questions.Regards,Twarita

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Adobe Employee ,
Nov 15, 2018 Nov 15, 2018

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Hi Susan,

Can you please share the file ID which you are referring to in your above-post so that we can check it at our end?

Regards,

Twarita

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New Here ,
Nov 15, 2018 Nov 15, 2018

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Hi Twarita and thank you for responding so quickly. The image ID is #119774528

Susan

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Adobe Employee ,
Nov 15, 2018 Nov 15, 2018

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Susan,

Let me get this file checked from the product team. I will update this thread once I hear from them.

Appreciate your patience.

Regards,

Twarita

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Adobe Employee ,
Nov 16, 2018 Nov 16, 2018

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Susan,

The image is no longer available on Adobe Stock because there were some issues with the model release. There is no ETA for when the image will be online.

However, when I checked your account details I was unable to find the above file in your download history.

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

Regards,

Twarita

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New Here ,
Nov 22, 2018 Nov 22, 2018

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Hi Twarita

I have checked our files and it appears that the image was used in some InDesign layouts by linking to the file in our Creative Cloud library. We won't be making that mistake again. If this is the sort of thing that can happen then the option to link to files in the Creative Cloud library is not sensible IMO.

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Adobe Employee ,
Nov 26, 2018 Nov 26, 2018

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Hello S.M.,

The image does appear in your license history. Unfortunately, as mentioned above there was an issue with the file. I have granted you a replacement license for this image since it is no longer available.

EBQ

EBQ

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New Here ,
Dec 11, 2018 Dec 11, 2018

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We have had the exact same thing happen. What is the point of the creative cloud if an image, that we have PAID for, can suddenly disappear. We will be downloading and filing all our images in our own cloud infrastructure and abandoning creative cloud as a storage solution.

I would like access to the file FILE #: 111480823 given we have purchased licences that have gone unused, and no a simple credit won't suffice in this instance it is a specific image for our brand.

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Adobe Employee ,
Dec 12, 2018 Dec 12, 2018

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Hi Duncan,

Sorry to hear that you are facing issues with Adobe Stock services.

I have checked your account details and noticed that you had signed up for Creative Cloud all apps+Adobe Stock subscription on 24 Nov 2015. The subscription is still active.

I'm still not quite certain about your issue since I see that you still have 157 unused licenses which are yet to be downloaded.

Are you facing any issues while accessing these assets?

Regards,

Twarita

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