Offer to sell 'resources' that include videos, when paid only provide images

New Here ,
Sep 15, 2018

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Adobe Stock advertised to allow downloading 10 'resources' each month. As I specifically needed video footage I made sure it was included. I checked product description and it said pictures and videos were included in the 'resources' to download. After I subscribed to the yearly plan I found out that videos are not included (they need extra payment) and I can only download pictures. Because I do not need pictures I wanted to cancel the plan, but I could not, because I had to pay for the first month of something I have not used at all and that was sold to me with a false description. So I made the payment but still cannot cancel subscription because they want me to pay some penalty for canceling the yearly plan I do not need and I did not buy - I paid for video footage offered to me and got pictures instead. I am disappointed and I want my money back and subscription canceled.

Hi Szymon,

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

I have checked your account details and noticed that you have signed up for Adobe Stock- 10 images per month(one-year) plan on 20 Jul 2018.

When you subscribe to the Adobe Stock promo offer, the first month is a free trial, Adobe doesn't charge you for the 1st month; the subscription billing actually starts from the second month. Through subscription plans you may only license standard assets, videos and other premium assets are always purchased on-demand. You may also refer to Common Questions about plans, purchasing, and availability, Adobe Stock

If you wish to cancel your Adobe Stock subscription, please refer to the help document Cancel your Adobe Stock membership to understand the workflow for the cancellation.

You may also contact our support team Support FAQ: How can I contact Adobe for support? for the cancellation requests.

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

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

Regards,

Twarita

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Offer to sell 'resources' that include videos, when paid only provide images

New Here ,
Sep 15, 2018

Copy link to clipboard

Copied

Adobe Stock advertised to allow downloading 10 'resources' each month. As I specifically needed video footage I made sure it was included. I checked product description and it said pictures and videos were included in the 'resources' to download. After I subscribed to the yearly plan I found out that videos are not included (they need extra payment) and I can only download pictures. Because I do not need pictures I wanted to cancel the plan, but I could not, because I had to pay for the first month of something I have not used at all and that was sold to me with a false description. So I made the payment but still cannot cancel subscription because they want me to pay some penalty for canceling the yearly plan I do not need and I did not buy - I paid for video footage offered to me and got pictures instead. I am disappointed and I want my money back and subscription canceled.

Hi Szymon,

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

I have checked your account details and noticed that you have signed up for Adobe Stock- 10 images per month(one-year) plan on 20 Jul 2018.

When you subscribe to the Adobe Stock promo offer, the first month is a free trial, Adobe doesn't charge you for the 1st month; the subscription billing actually starts from the second month. Through subscription plans you may only license standard assets, videos and other premium assets are always purchased on-demand. You may also refer to Common Questions about plans, purchasing, and availability, Adobe Stock

If you wish to cancel your Adobe Stock subscription, please refer to the help document Cancel your Adobe Stock membership to understand the workflow for the cancellation.

You may also contact our support team Support FAQ: How can I contact Adobe for support? for the cancellation requests.

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

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

Regards,

Twarita

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Sep 15, 2018 0
Adobe Employee ,
Sep 17, 2018

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Hi Szymon,

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

I have checked your account details and noticed that you have signed up for Adobe Stock- 10 images per month(one-year) plan on 20 Jul 2018.

When you subscribe to the Adobe Stock promo offer, the first month is a free trial, Adobe doesn't charge you for the 1st month; the subscription billing actually starts from the second month. Through subscription plans you may only license standard assets, videos and other premium assets are always purchased on-demand. You may also refer to Common Questions about plans, purchasing, and availability, Adobe Stock

If you wish to cancel your Adobe Stock subscription, please refer to the help document Cancel your Adobe Stock membership to understand the workflow for the cancellation.

You may also contact our support team Support FAQ: How can I contact Adobe for support? for the cancellation requests.

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

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

Regards,

Twarita

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