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Silent5EF3
Participating Frequently
June 28, 2021
Answered

I have no more access to substance source and lost all my points !

  • June 28, 2021
  • 2 replies
  • 3467 views

My subscription is paid for this month (painter, designer etc...) BUT I CAN'T ACCESS substance Source.

 

Cherry on the cake I lost ALL my points !

What happens ?????????????

This topic has been closed for replies.
Correct answer Marion3D

Hi,
No points were deleted!
There could be two causes to the problem : 
- you are connected to the wrong account (see this forum post for help ). If you have a subscription on the Substance side make sure you login with your Substance login and not using the Adobe login as both accounts are not connected.
- your password manager got confused by 3D assets/Source moving to adobe.com and it adds automaticaly the info about your Adobe account in the place of the Substance login. In that case try typing your login info by hand.

2 replies

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stephank55901124
Participating Frequently
June 29, 2021

I have the same problem. Why aren't the Substance and Adobe CC paired? The Substance launcher no longer shows new content. Then I have to open the content browser via Adobe CC and then I can get the message that I don't have a Substance account... worthless.

Marion3D
Community Manager
Marion3DCommunity Manager
Community Manager
June 29, 2021

Hi Stephan,
I'm not sure to understand the issue you are facing. When/where does it tell you you don't have a Substance account?

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stephank55901124
Participating Frequently
June 29, 2021

when I want to use the Adobe Substance 3D Assets on my Adobe CC desktop. Do I need to buy Substance account first.... I already have that, don't I?

Marion3D
Community Manager
Marion3DCommunity ManagerCorrect answer
Community Manager
June 29, 2021

Hi,
No points were deleted!
There could be two causes to the problem : 
- you are connected to the wrong account (see this forum post for help ). If you have a subscription on the Substance side make sure you login with your Substance login and not using the Adobe login as both accounts are not connected.
- your password manager got confused by 3D assets/Source moving to adobe.com and it adds automaticaly the info about your Adobe account in the place of the Substance login. In that case try typing your login info by hand.

H
hancy0D44
Participant
October 5, 2022

As I see, we can no longer access to the substance account anymore since September 30th, what happened to our 3D assets owned and the points that are remained in the substance account. So we lost all of it which we had for many years? 

Marion3D
Community Manager
Marion3DCommunity Manager
Community Manager
October 7, 2022

Hi,
Emails had been sent reularly since february to let you know about this and explain how to transfer points and assets to an Adobe account.
Please email contact@substance3d.com to see if something can be done!

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