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Lauren30360832fq2p
Participant
December 26, 2023

Many issues - Credits not showing. up, account not found, can't contact actual support

  • December 26, 2023
  • 1 reply
  • 250 views

First, I have a Creative Cloud account with my company. Today, I started the free trial for the Substance 3d Texturing plan under that same account. It shows up under my plans within that email/login. However, when I go to the Adobe Substance 3D Assets web page, it says I have no available downloads. So, I tried to use Creative Cloud (Marketplace -> 3D -> Surfaces) and when I click download, it says "please subscribe to 3D plan"....which I am.

 

Second, I attempted to contact support through the chat feature. When I asked to speak to an agent, it told me it couldn't find a plan associated with my account, which I have two.

 

I need this fixed asap and I need someone to actually contact me so I can continue with my work.

1 reply

Marion3D
Community Manager
Marion3DCommunity Manager
Community Manager
January 2, 2024

Hi Lauren,

I can only answer about the 3D Assets aspect here, my colleagues in the chat will be able to anser to you about the plans not showing up
The 3D Assets download points are currently not part of the trial plan: the "trial assets" are all the free assets which you can find on the platform. 
If you find you trial satisfactory and move to a Texturing subsctiption, you will receive 30 points each month do download materials, starting on the first day of your subscription.

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