5 Replies Latest reply on May 11, 2017 11:07 AM by elenao10040271

    My downloads didn't work

    elenao10040271 Level 1

      Hi !

       

      I just tried to download my 10 pictures of this month and I realized that 4 of them were never downloaded by my webbrowser but they appeared as already bought and the only choice I have now is to buy them again !!!

       

      I follow the help I am afraid that I have paid 2,99€ for two picture I already bought!

       

      Moreover, amongst the 6 I manage to download one of them is in AI format which I cannot open !!! How I am suppose to use it now?

       

      Coud it be possible to recover the 5 missing pictures without supplementary fees (and do not charge me 5,98€ for my tentatives to recover them by myself)?

       

      Thank you in advance,

       

      Elena

        • 1. Re: My downloads didn't work
          Brad Lawryk Adobe Community Professional & MVP

          Yes, absolutely. You can get them anytime you want. Just go to your license history.

           

          Screen Shot 2017-05-10 at 2.06.40 PM.png

           

          Click on the blue image number to go to the image details ... do NOT click on license again..

           

          Screen Shot 2017-05-10 at 2.08.03 PM.png

           

          From there you can save it to a Library to get to easily in the future or you can click on the download button to download it to your computer.

           

          Screen Shot 2017-05-10 at 2.09.24 PM.png

           

          For .ai files you will need illustrator. You can download the Illustrator trial to convert the file you have. To prevent that in the future be sure to select only photos and illustrations in the search tool and click update.

           

          Screen Shot 2017-05-10 at 2.11.43 PM.png

          1 person found this helpful
          • 2. Re: My downloads didn't work
            elenao10040271 Level 1

            Thanks Brad for your answer but when I go to my licence history and click on an already bought image I have :

             

            As you can see there is a price next to the standard lincence so I am afraid to have to paid 2,99€ to download it again...

             

            But thanks for the advice with ai image !!!

            • 3. Re: My downloads didn't work
              Brad Lawryk Adobe Community Professional & MVP

              Hmmm, that does not look right. Hopefully an Adobe Staff member can help you with this soon.

              1 person found this helpful
              • 4. Re: My downloads didn't work
                EvilBugQueen1 Adobe Employee

                Hi EO,

                 

                I see that you have a Stock plan associated with the Adobe ID you use on the forums. You have only licensed 10 images and no more. The screenshot you provided is a defect on our site that we are aware of. Even though there is a price of 2.99 Euros shown in this instance if you choose to download the file you will not be charged.

                 

                Please let us know if you require further assistance.

                 

                EBQ

                 

                1 person found this helpful
                • 5. Re: My downloads didn't work
                  elenao10040271 Level 1

                  Thanks a lot !!!!

                   

                  I have them all now