Skip to main content
L
Langdar
Inspiring
August 4, 2021
Answered

Adobe substance 3D Assets - My points disapeared

  • August 4, 2021
  • 3 replies
  • 2816 views

Hi,

 

I recently subscribed to the "Substance 3D Texturing" plan. I did it to acces to the "Adobe Substance 3D Assets" as I already posses Substance Designer and Substance Painter.

 

I used 3 of the 30 points the subscription give me access to and I was led to believe (reading the forums) that I could keep my points without any time limitation.

 

But after cancelling the subscription so it doesn't renew next month I am now unable to download any new assets (it shows that I have 0 points).

 

Did the terms of use change? Is it any kind of technical problem? Or did I sleep too less? 🙂

 

If the terms have changed why is it that I now have 0 points, knowing that I subscribed for a full month and that I have access to my plan till the 18.04.2021? (the "system" doesn't even allow me to pay once again because my plan is still active).

 

Thank you

 

    This topic has been closed for replies.
    Correct answer Langdar

    Long story short:

     

    I got my 27 points back plus 30 extra points which I am actually very happy about so thanks Adobe.

     

    I couldn't actually use those points at first because of some technical reasons (I couldn't download the materials). I waited kind of a long time for them to fix this issue before I finally decided I could not afford to wait any longer so I subscribed back and this fixed the issue.

    3 replies

    L
    LangdarAuthorCorrect answer
    Inspiring
    September 10, 2021

    Long story short:

     

    I got my 27 points back plus 30 extra points which I am actually very happy about so thanks Adobe.

     

    I couldn't actually use those points at first because of some technical reasons (I couldn't download the materials). I waited kind of a long time for them to fix this issue before I finally decided I could not afford to wait any longer so I subscribed back and this fixed the issue.

      U
      ukyho78786
      Participating Frequently
      August 30, 2021

      same thing happened to me, I hate big companies deceiving customers like this, next time I will use your products for free and I don't need your paid substance materials

        Romain3D
        Community Manager
        Romain3DCommunity Manager
        Community Manager
        August 4, 2021

        Hi @Langdar,

         

        I just started digging into your case : it seems you've asked for a cancellation shortly after subscribing the offer

        My understanding is your cancellation order happened less than 2 weeks after your subscription (18th July), meaning you've been refunded

        Sadly in this specific scenario the remaining points on Susbtance 3D Assets are set to 0

         

        If you have any specific questions about billing or you think any mistakes has been made in this scenario you can directly contact Adobe support where a specific sales customer agent will be able to dig in your case and help understanding or solving it

        For Adobe Support, contact Adobe Customer Care:
        https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 

        Type "Agent" to get a human.

         

        Let me know if you have any other specific questions

        L
        LangdarAuthor
        Inspiring
        August 4, 2021

        Hi @Romain3D,

         

        Thank you for answering so quickly. I will contact the Adobe Customer Care and see with them as you suggested. I will post back here once I know more about that.

         

         

        Terms & ConditionsAccessibility statement
        Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices