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ukyho78786
Participating Frequently
Aug 30, 2021 10:23 AM UTC
Answered

I cancelled my adobe 3d substance 3d painter subscription

I subscribed with my adobe account this month, I had 24 unused points, after cancelling I see 0 points. bad service, it's not financially sustainable to use this service.

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    Marion3D
    Marion3DCorrect answer
    Community Manager
    Sep 20, 2021 1:56 PM UTC

    Hi @ukyho78786 & @Langdar 
    You should now be able to use your remaining download points on the Substance 3D Assets platform even without an active subscription! The fix has been pushed to production.

    In case it does not work right away please log out, clear your cache (ctrl/cmd + maj + R) and log in again with your Adobe account. You should see the "download" button instead of the "subscribe" one you saw previously.

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    15 replies

    Marion3D
    Community Manager
    Marion3DCommunity ManagerCorrect answer
    Community Manager
    Sep 20, 2021 1:56 PM UTC

    Hi @ukyho78786 & @Langdar 
    You should now be able to use your remaining download points on the Substance 3D Assets platform even without an active subscription! The fix has been pushed to production.

    In case it does not work right away please log out, clear your cache (ctrl/cmd + maj + R) and log in again with your Adobe account. You should see the "download" button instead of the "subscribe" one you saw previously.

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      ukyho78786Author
      Participating Frequently
      Sep 20, 2021 6:24 PM UTC

      Thanks it's working now.

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        Marion3D
        Community Manager
        Marion3DCommunity Manager
        Community Manager
        Aug 30, 2021 1:28 PM UTC

        The issue has been fixed so it will not happen again in the future, and I have added back manually 30 points on your account. Please let me know in case you can not see them.

        However for other users if you run into the same issue/can't find points that you should still have access to please leave a message here or contact the adobe support and I add points manually on your account.
        Sorry for the trouble and thank you for your patience!

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          ukyho78786Author
          Participating Frequently
          Aug 30, 2021 1:58 PM UTC

          Thank you, I received 30 points, but I can't use them without subsription, all buttons say Subscribe instead of Download.

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          Marion3D
          Community Manager
          Marion3DCommunity Manager
          Community Manager
          Aug 30, 2021 2:44 PM UTC

          Let me check why that happens... Does it happen on both materials and 3D models or just one of those?

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          Marion3D
          Community Manager
          Marion3DCommunity Manager
          Community Manager
          Aug 30, 2021 12:17 PM UTC

          Hi,
          From what I see you have cancelled after 14 days and indeed you should have kept your points!
          That is an issue, and we are investigating to see where that comes from. I'll let you know as soon as that is fixed and when your points are back, sorry for the delay!

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            ukyho78786Author
            Participating Frequently
            Aug 30, 2021 11:28 AM UTC

            If I was in america I would sue them and become a millionaire

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