Re: Image paid for but not licenced

New Here ,
Sep 26, 2018 Sep 26, 2018

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  I have at my level order THREE PHOTO:

159323714 Small (119,99 €) I requested the order

207343878 Small (49,99 €) I requested the order

FILE NUMBER: 151480940 5417 x 3353px I requested the order (but I didn't see the price displayed)

Here are the 3 pictures I would like to acquire on your website.

In this context I AM in agreement with the invoices of 119, 99, 99, and 49.99 (which are the invoices I ordered and validated

I didn't see a price for file number: 151480940 , 

Here is what is currently BILLED ON MY ACCOUNT and I don't understand

26 September 2018Adobe Stock - On-demand143,99 € ADB04110808086FR

September 25, 2018Adobe Stock - On-demand 76.79 € ADB041011054FR           

25 September 2018Adobe Stock - 10 files per month0,00 €ADB041007031FR

September 25, 2018Adobe Stock - On-demand 59.99 €ADB041006031FR

1 _ I would like to cancel the subscription 

2 - tell me how I get the files paid for on your site 

3 - Tell me what this line corresponds to that I don't understand because I can't order: 25 September 2018Adobe Stock - On-demand 76,79 € ADB041011054FR 

4 - how to know the price of this file that I would like to pay WITHOUT subscription 151480940 5417 x 3353px   

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correct answers 1 Correct Answer

Adobe Employee , Sep 27, 2018 Sep 27, 2018
Hi there,I apologize for the troubles that you've been facing with the billing on your account.I did check your account details and here's what I could find out:1. The charge for 59.99 EUR is for order#ADB041006031FR which is for Adobe Stock- on demand purchase.2. The charge for 76.79 EUR is for order# ADB041011054FR which is again an on-demand purchase for Adobe Stock.3. The last charge is for 143.99 EUR for order# ADB041108086FR which is for Adobe Stock video purchase.4. The order# ADB04100703...

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Adobe Employee ,
Sep 27, 2018 Sep 27, 2018

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Hi there,

I apologize for the troubles that you've been facing with the billing on your account.

I did check your account details and here's what I could find out:

1. The charge for 59.99 EUR is for order#ADB041006031FR which is for Adobe Stock- on demand purchase.

2. The charge for 76.79 EUR is for order# ADB041011054FR which is again an on-demand purchase for Adobe Stock.

3. The last charge is for 143.99 EUR for order# ADB041108086FR which is for Adobe Stock video purchase.

4. The order# ADB041007031FR is for Adobe Stock - 10 images per month subscription which is free for the first month.

For the subscription cancellation, you can now self cancel your subscription from within the account page. Please see Cancel your Adobe Stock membership for more details.

You can definitely check the files licensed from the license history section on the top right of the stock.adobe.com page under your name.

For the file# 151480940, if you license a standard version of the image it'll be used up from your subscription plan only. For the extended license of this file, you'll have to pay (US$79.99).

Let me know if that answers all your queries.

Regards,

Sheena                                                    

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