Thank you for reaching out. We would need additional information to confirm the issue. Please provide the following:
Asset ID number
Application you are using to view the file
Please note that Adobe Stock offers both JPEG and Illustrator/EPS file types and that these files behave differently depending on which application you use to view/edit the files. JPEG files are best viewed in Adobe Photoshop and Illustrator files are best viewed in Adobe Illustrator. The latter will have layers that will not be available if the file is opened in Adobe Photoshop. If you are attempting to view and Illustrator file in Photoshop you should not open the file directly but instead place the file within a Photoshop document. You can find more information in this Photoshop forum thread: How to Open ai file in photoshop?