Stock footage subscription not renewing

gabgilson wrote on 3/10/2022, 1:18 AM

Hi. I have the 365 subscription that comes with 20 stock library download credits per month. It's great but I used up all my download credits last month, expecting that it would refresh on the anniversary of the date I bought the subscription (the 5th of the month). But it's now the 10th and it's still saying I have no download credits left.

I have tried to ask support direct, but they don't seem to have quick access to my account to check when it will refresh - it must be a visible setting somewhere. Just wondered if anyone knows how the refresh works - is it monthly, or 31 days from the day your subscription started, or is it 31 days from when you exceed your limit (which means it's not monthly so this description may be confusing) or is there likely a bug with my account or I'm making a mistake somewhere? Very keen to resolve so I can finish work that needs stock footage. Thanks.


peter90000 wrote on 3/18/2022, 3:28 PM

I am in the same situation except I have unlimited downloads, did they ever give you access back to the hub?

gary-rebholz wrote on 3/21/2022, 2:49 PM

The timer starts on the date of your first download. Once you use up your allotment and/or the time limit expires, you get a new period and that countdown also starts with the date of your first download in that period. That's the way it's supposed to work. If you see something different, let us know.

gabgilson wrote on 3/21/2022, 4:16 PM

Hi @gary-rebholz, thanks so much for reply. I'm on the 20 downloads per month licence. I used up all my allowance a few weeks ago. It took ages to reset - I can't easily tell if that was a bug or correct as I don't know what it counts as the date of my first download in that period. Also, when it did reset, it said I had 12 downloads left rather than 20, which doesn't seem to make any sense. Once it resets, I'm sure it should go back up to 20 downloads. My guess (and it is only a guess) is that there are 2 licence flags attached to my account, and they are running out of sync. I'd be very glad of any advice on what to do about it. I have tried repeated messages to Magix, but am getting no replies. That might be because I've misunderstood the service, but I don't think so.