Credits are disappeared

[ALBE27089054]

Hi,

All my Stock credits have disappeared. My membership is still active but subscription is expired.

I remember over 30 credits not used in my account.

It seems Adobe Stock has no chat support in italy, No phone support. No email support.

Let me know.

Regards

Alberto

[Beverley Gray]

Hi Alberto

Unfortunately your Stock subscription has expired as payment was not authorized.

Please update the payment details for your subscription via your account management page.

Choose Plans & Products > Manage Plan > Edit payment details.  Make the changes and click Save.

When payment is authorized your plan will be reactivated and you'll have access to your credits.

Kind regards

Bev

[ALBE27089054]

But payment method is already ok.

Can you retry or I have to confirm it?

Regards

[Beverley Gray]

We may need to allow 24-48 hours for the payment to be processed.

I'll let you know if this was successful or not.

Kind regards

Bev

[pauloa81508585]

Hi Beverley,

Sorry to hijack this thread but I'm in the same situation, I had a problem with the payment, but it´s resolved and it has already been made successfully (the money left my paypal account) but now i only have access to the 10 credits of this month subscription, not the 30+ I had before.

Can you fix this for me?

Best Regards, 

Paulo

[Beverley Gray]

Hi Paulo

I'll check this and get back to you.

Thanks

Bev

[Beverley Gray · Accepted solution]

Hi Paulo & Alberto

Your Stock allocation has been corrected.

Thanks

Bev

[pauloa81508585]

Hi Beverley,

Thanks for correcting the number of stock allocation, I have all the 33 + this months credits credits again.

One last thing, on my paypal account I see that the payment was completed on the 25 but it still shows 2 pending payments from Adobe (from 14 and 21 March). Why haven't those been canceled? Can you please check this out because I don´t want to be billed 3 times for the same month.

Thanks again,

Regards,

Paulo

[Beverley Gray]

Hi Paulo

I'll check this with the finance team.

Thanks

Bev

[ALBE27089054]

Now is active... but

this are invoices in my profile

25 Nov, 2016 Fattura € 29,99 +10 images

25 Ott, 2016 Fattura€ 29,99 +10 images

25 Set, 2016 Fattura€ 29,99 +10 images

25 Ago, 2016 Fattura€ 29,99 +10 images

and also

10 images first month free  

TOTAL 50 images

Used 11

Remain 39 images before update payment method

Why in my account there are 30 images left only?

Another question... why 2 payments and 2 invoices in 2 days?????

25 Mar, 2017 Fattura € 29,99

24 Mar, 2017 Fattura € 29,99

Other 10 images o 20 images?

A mistake?

Remain 49 or 59 images ?

It is possible to have a contact for a personal assistance? it is no possible only have support through a forum!!!

Adobe does not have phone number for italy, does not have a chat, does not have a mail... correct?

Regards

Alberto

[Beverley Gray]

Hi Alberto

I am checking with the engineering team to find out when the remaining credits will be reactivated and will get back to you when I have further information.

There were 2 payments as one was for the February charge that was missed and the other was the new charge for March.

Chat support is available in Italian - Contact Customer Care

Kind regards

Bev

[ALBE27089054]

About the chat,

there is not a link for the chat after following all instruction...

There is only an indication in contact option but i'm not able to click over this.

[Beverley Gray]

Hi Alberto

It's possible that Chat support wasn't available when you tried.  If you continue to have issues, please let us know.

Thanks

Bev