Why are the credits I paid for gone?

Community Beginner ,
Mar 10, 2018 Mar 10, 2018

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I had a membership in Adobe Stock and had acquired over 120 credits. I had canceled my subscription as I was not using credits as fast as I was accumulating them (Abode caps what you can bank at 120 credits -- ??? strange because I am paying for them).

When I logged on today to get an image, I found all my credits are now gone.

How do I get a refund for the credits I purchased (which Adobe DID NOT deliver) or get my credits reinstated to my account?

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Adobe Employee , Mar 12, 2018 Mar 12, 2018
Hi Michael,Sorry to hear that you are facing troubles reaching our support team. Please see the private message for more details.RegardsTwarita

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Adobe Employee ,
Mar 11, 2018 Mar 11, 2018

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Hi Michael,

Sorry to hear that.

I would like to inform that you can use your available licenses as long as your subscription is active, but you forfeit any unused licenses upon cancellation of your subscription as per our Stock FAQs Common Questions about plans, purchasing, and availability, Adobe Stock

Since the Stock subscription was cancelled, the remaining assets were forfeited.

You may reach our support team for further assistance Support FAQ: How can I contact Adobe for support?

If you face difficulties reaching support 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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Community Beginner ,
Mar 12, 2018 Mar 12, 2018

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That is a horrible policy -- it really amounts to nothing more than extortion. I have to pay for licenses, but can't have more than 120 licenses, and if I cancel my subscription to keep from wasting money on licenses that I can't use, I lose all the licenses I have "paid" for.

Thanks Adobe for bilking dollars out of small business.

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Adobe Employee ,
Mar 12, 2018 Mar 12, 2018

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Hi Michael,

I understand your concern that you have paid for images, however, you might not be aware of all the terms of Adobe Stock.

Please contact our support team Support FAQ: How can I contact Adobe for support?  to check if they can provide you with some exception.

If you face difficulties reaching support, please let me know so that I can assist you further.

Regards

Twarita

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Adobe Employee ,
Mar 12, 2018 Mar 12, 2018

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Hi Michael,

I understand your frustration here but the terms of use are already stated here in the FAQ: Common Questions about plans, purchasing, and availability, Adobe Stock

You can definitely reach the support for more details as per the link shared above with you.

Regards,

Sheena

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Community Beginner ,
Mar 12, 2018 Mar 12, 2018

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Unfortunately, your contact links just keep directing me back to the user forums -- obviously Adboe has no interest in talking to their upset customers who are basically being extorted by subscribing to Adobe Stock.

I was in a meeting this morning with about 20 design professionals and almost half of them stated they have experienced this same problem: paying for credits only to learn they lose the credits and their money when they cancel their subscriptions.

I will just wait for the class-action lawsuit to get my money back.

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Adobe Employee ,
Mar 12, 2018 Mar 12, 2018

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Hi Michael,

Sorry to hear that you are facing troubles reaching our support team. Please see the private message for more details.

Regards

Twarita

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