Be careful if you have credits at Fotolia and if you download free images.

I lost 180 credits foolishly but abnormally because the download system is not secure enough! And I just realized the problem after two months.

Here's what happened:

I downloaded from Fotolia images proposed in the last two newsletters announcing free files. On the download page is always diplayed a choice of the image's resolution. In wanting to select the maximum resolution I clicked on the last download button - which actually corresponds to the extended license, charged 30 credits.
This simple click is enough to directly debit the account, thus I lost 180 credits! Fotolia obviously refuses to reimburse me.

The purchase process is abnormally short and brutal in this circumstance (while the contributor's interface is wasting time, superfluous clicks and non ergonomic = still bad user experience), the price appears too small (like many other texts on the site) and this paid license should not be present or so reachable on the "free" file's page.

This is misleading, abusive and very doubtful.
Especially since this is not the first time I am faced with an unwanted purchasing problem at Fotolia.

Fortunately, the other agencies are much more serious and honest on distribution of free files.

I recommend for precaution:

- Verify your account and past operations on Fotolia.
- Withdraw your remaining credits.
- Avoid or be particularly vigilant when you download free files (and verify your account after that).
- Unsubscribe from the Fotolia newsletter to avoid contentious and risky situation but keep the old newsletters to eventually make useful verifications.


It would be very interesting and useful to know if other people have had similar problems.

Regards,
Fran�ois

I'm no fan of Fotolia, but I took a look at the way their page is presented, and they've clearly segmented the two types of licenses with a headline for each. I really don't think you can fault them for your error given how the page is set up

"When a serious agency offers a free download, there is no risk, no ambiguity."
To me, that seems like an oxymoron. Any serious agency wouldn't be offering free images in the first place, IMHO. And any serious contributor wouldn't be allowing their images to go to a free section, either. But that's just me. 

It's not uncommon to have a mix of free and paid-for things - the agency obviously has an interest in upselling you from the freebies. For example, I have downloaded free images from 123rf where they only offer the smallest size free - any of the larger sizes you have to pay for. I've managed to navigate that without a problem - you just need to look at what you're doing.

I understand it's frustrating when you make a mistake, but all over the web, not just with stock web sites, you have to watch where you click as people are always checking boxes for extras and add-ons you might not want.

If Fotolia had made the default choice the extended license, I think you'd have a case that this was tantamount to fraud, but as I understand it, that's not what happened. I don't buy from Fotolia, so I don't know if sending an invoice is what they typically do, but certainly they should have followed their standard procedures in processing the extended license order and if they didn't because of the free standard license, then I'd go back and use that mistake on their part to argue that they owe you a refund.

[...] you have to watch where you click as people are always checking boxes for extras and add-ons you might not want.

Of course.

If Fotolia had made the default choice the extended license, I think you'd have a case that this was tantamount to fraud, but as I understand it, that's not what happened.

You have well understood.
I can't say if Fotolia is in illegality - everyone knows that societies know how to play with the limits anyway - but it appears clearly for me that the process setup does not respect a certain morality vis-a-vis users. That's what I qualify of "abnormal" and why I'm rather upset against them.

For information, there is no invoice and no agreement delivered with these (unintended) purchases of extended licenses, neither by email nor on my online account. Probably because the credits used came from my sales as contributor and not added when buying pack as customer...

I can recognize when all is in my mistakes and in this case I do not complain about anything, and I can estimate a share of abuse and consider that people can be warned! That's why I posted a message, not to obtain a solace or a miraculous refund.

Today it appears for me that all is not clear in the download processes. So as customer I'll avoid Fotolia from now and I will warn my own customers to avoid them as well.

For information, there is no invoice and no agreement delivered with these (unintended) purchases of extended licenses, neither by email nor on my online account. Probably because the credits used came from my sales as contributor and not added when buying pack as customer...

Well, I just checked and it wasn't hard to find the link to all the image purchases I have made from Fotolia: https://www.fotolia.com/Member/PurchasedContents/All

It includes a list of sizes, price and a link to the license. And yes, I have made those purchases from the credits I have earned selling my own images.

Also I agree with what Jo Ann showed in her screen shot: The price is clearly stated, the X license is actually separated with a thick line from the regular licenses (which are all at 0 credits in any size) and it defaults to the L license which is free. So in my opinion this is clearly the error of a user who didn't pay attention to what he is doing.

And you end up complaining about it in a public forum instead of first trying to sort it out with the agency apparently. You may see it differently but when I clearly make a mistake, I first try to sort it out myself and not complain about others making it easy for me to make that mistake.

Quote from: fb on June 21, 2016, 19:04

For information, there is no invoice and no agreement delivered with these (unintended) purchases of extended licenses [...]

Well, I just checked and it wasn't hard to find the link to all the image purchases I have made from Fotolia: https://www.fotolia.com/Member/PurchasedContents/All [nofollow]
It includes a list of sizes, price and a link to the license. And yes, I have made those purchases from the credits I have earned selling my own images.

I never said it was difficult to find this page! I said that there is no invoice, no nominative bill and no license agreement (a link to a web page is not a contract) for the concerned downloads (that have debited my credits earned selling my own images). Only a pack bought as customer delivers an invoice in my account.

And you end up complaining about it in a public forum instead of first trying to sort it out with the agency apparently.

Absolutely not "instead". It seemed clear for me in the first message that I first contacted the support (how could I have talk about their position?)...

Everyone can evaluate things:
If my message can avoid a problem for one person, it will have been worthwhile.
If we consider that the buying process does not deserve to be improved, that all is fair, that a click on a landing page causing immediate debit of 30 credits without any signal is normal, we can simply ignore and forget the message.

Regards.