URGENT HELP NEEDED! ERROR MESSAGE WHEN TRYING TO PURCHASE STOCK

New Here ,
Sep 18, 2020 Sep 18, 2020

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Hi community. Adobe have failed me in the last day or so so I'm turning to the  community to see if we can get more help here.

 

I am getting an error message when trying to purchase stock. I purchased £2k of credit yesterday and am unable to spend it - with a client deadline now missed.

 

I spent x2 hours on the phone yesterday afternoon to Adobe support which took me round in circles. I was promised a call-back last night, which did not happen.

 

We have been purchasing a high volume of stock via all our Team seats over the past month with no issues, and nothing has changed this week yet there's now a problem!

 

Error message as follows:

Screenshot 2020-09-18 at 08.41.46.png

 

I have tried:

  • Different laptops
  • Different network connections
  • Clearing cache
  • Safari and Chrome
  • Logged in as different team members
  • Checked bank card information (irrelevant as credits already purchased anyway!)

 

I just tried purchasing the larger of the two assets available and weirdly it has allowed me to do that which is confusing however that has cost me over double the amount of credits and I didn't need such a large file and I still cannot donwload the smaller version.

 

I can see that the issue we are having is a recurring one, the most recent being the post below:

https://community.adobe.com/t5/stock/can-t-purchase-stock-images-error-message/m-p/10586502?page=1

 

Can anyone help?!

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Troubleshooting

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New Here ,
Sep 18, 2020 Sep 18, 2020

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Update: I have just looked at the supposedly high res image I was able to purchase and it is tiny! So I've now paid 25 credits for an asset even lower res than the small asset I was trying to purchase in the first place! Really hope someone can help me sort this today as already a day late on delivering for a client.

 

Screenshot 2020-09-18 at 08.47.42.png

Screenshot 2020-09-18 at 08.48.01.png

  

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Adobe Employee ,
Oct 07, 2020 Oct 07, 2020

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Apologies for the delayed response. I've been looking into your issue. There is definitely a problem with this asset. A customer care agent will reach out to you directly to assist you further.

EBQ

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