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Why would we have any idea?

From the email he says his colleague already informed you twice so it sounds like its just what the email said.

Why not ask support@pond5.com for your problem.
May be P5 need your identification. We discussed this many time.

Love it when people want to complain in the general discussion forum, then delete the post.
Newbies, please use the artist section.

Now you look like the thread starter... Good going Jake dog.

I know, great Jake

There are two things that I can't deal with.
Complaining about this site in the general forum
Post links to other sites in the general forum.

Well maybe 3 things.

8 bit cameras. They need to be set on fire, I can't deal with them anymore, my ocd is killing me looking at the artifacts while editing.
But that's not a general forum thing. Just a Jake thing.

Well I'll be Jaked ;)