Subscription quota gone, how do I recover?

Community Beginner ,
Aug 03, 2020 Aug 03, 2020

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Hi, I've been paying Adobe Stock for more than a year every month to have 10 resources on my profile, but recently I only see 20 resources? How is it possible? How do I get my (over) 100 resources?

Thank you

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Most Valuable Participant ,
Aug 03, 2020 Aug 03, 2020

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You mean you have not been using your credits? They don't last forever. 

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Community Beginner ,
Aug 03, 2020 Aug 03, 2020

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No, I didn't use all the credits, I didn't need all those, but I had signed up for a subscription and I couldn't cancel it without paying the penalty.

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Adobe Employee ,
Aug 03, 2020 Aug 03, 2020

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Hello Eric,

There are a few reasons why you might lose your subscription quota.

  • You used your quota and this is what you have left.
  • Your quota expires 1 year after it has been granted and you hit your expiration date.
  • Your subscription lapsed due to missed payments.

To find out information on the status of your subscription it would be best for you contact our customer care team. https://helpx.adobe.com/contact.html

EBQ

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Community Beginner ,
Aug 03, 2020 Aug 03, 2020

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Thanks for your answer.
Maybe the year has expired, can't you restore them? I spent almost 400 francs ..

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Adobe Community Professional ,
Aug 06, 2020 Aug 06, 2020

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100 assets don't disappear as that. In Augustr this year, you will loose the 10 assets that have been allocated in August last year, if you did not use them. You always use the oldest assets first. So if 100 assets disapear all together and you did not use the credits for acquiring licenses, it can only be that the subscription lapsed due to missing payements.

 

As EBQ suggested, the only one who may help you to find out on your subscription status (appart from yourself by visiting https://account.adobe.com while being logged-in) is the customer care: Adobe customer care can be contacted here: https://helpx.adobe.com/contact.html - click the small callout at the lower right of the screen and type "agent".

Regards, Abambo
Hard- and Software Engineer and Photographer.

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