Community Manager

Question

You have (or had) a subscription but don't know how to access to your points?

Forum|Forum|4 years ago
June 21, 2021
12 replies
11099 views

If you have an Adobe 3D subscription, please login with your Adobe account using the "Log in with Adobe" button on the login page.

If you have/had a Substance account, please login with your substance account using your email ad password combination on the login page. Being logged in on adobe.com logs you automatically with your Adobe account on Substance 3D Assets, so try logging out and logging in again with your Substance account if you are logged in by default with your Adobe account.

Both accounts are not linked, so you won't see the downloads you have on your Substance account if you login with your Adobe account.

Premium Assets

This topic has been closed for replies.

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Lucas35894620gldf

Participant

Hi all, I've purchased Substance 3D Collection, but I'm, as others, unable to download any asset. I still have 0 download available on Adobe Substance 3D Assets.

Cedric Marchessoux

Community Manager

Hi

You indeed subscribed to Adobe Substance 3D Collection and you are now in trial period, still remaining 29 days, once the trial period is over you will have access to your 50 downloads per month.

Best regards
Cédric Marchessoux

L

Lucas35894620gldf

Participant

Hi,

Can I bypass the first month trial to get the 50points right now? Do you know how many points a scene from Substance assets cost?

A

albertg90748622

Known Participant

I purchased Substance 3D Collection, I am unable to download any assets. The asset page just gives me an option to 'Subscribe' where it should say 'Download'. It is 3 days ago, that I am not able to use the assets, but paid for it. I am very unhappy. I use only adobe account, no substance-account involved.

Marion3D

Author

Community Manager

Hi, indeed there is an issue with the particualr offer you have subscribed to which we are trying to resolve - in the meantime I added manually 50 download points on your account.
My apologies for this

D

DANIPPPP

Participant

Hello, I am doing exactly this, and my account shows no textures stored and 0 points.

A

Asta77

Participant

Hi there. I have an Crativ Cloud Subscription and an Substance3D subscription. On the Substance3D subscription I still have a bunch of Asset Poins, but i don't need the subscription right now. There was the possibility to keep the Asset-Points after unsubscribe Substance3D. Is that still possible (i hope yes, because every thing else would be a shame) and how to do that? Because i would like to keep my dowbload points (as it was possible with Substance3D) while unsubscribing my subscription, because i don't need it right now. But i don't see a way to do that.

Marion3D

Author

Community Manager

Hi,
It does not look like you have a 3D subscription on the Adobe side, is your 3D subscription on the Allegorithmic/Substance 3D legacy side? I can't find a Substance account linked to the same email as your Adobe website.
If your account is on the substance side can you please email support(at)allegorithmic.com and I'll help you over there

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Asta77

Participant

Okay thanks, I have contacted support(at)allegorithmic.com

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stepanimotion

Participant

We also dont have acess to our substance points. After many calls with support we are stuck. Could you maybe have a look?

Marion3D

Author

Community Manager

Hi, I can see you have 55 download points in your Substance account linked to the same email address as your Adobe account and that you have used them for the last time on September 22nd.

Can you please give me more details about what is not working?

If the error is that the credentials are not the right one, please try to add your substance email and password manually, as some password managers add the adobe credentials in the substance credentials area...

S

stepanimotion

Participant

Hi, thank you for the quick response.

We had an allegorithmic substance subscription up until August. The 55 Points are left over from this.

In September we made the switch to Adobe Substance 3D Collection with our adobe team account. Which should include 100 points per month if I am not mistakten.

I have now assigned the substance3d collection to this user.

Can you see if there is anything wrong?

guidos50720937

Inspiring

I had an account with substance and one with adobe prior to the migration, they both share the same email.
After i canceled the old subscrition and moved to the new one, i noticed that my old points have not been migrated and that i also have no clue on how to migrate those points to the existing adobe account (which i had for years for the cc)

Romain3D

Community Manager

Hello @guidos50720937

You can follow the migration process by being logged in with your Adobe account on https://substance3d.adobe.com/assets/ then just click on your username in the upper right corner and click on Link Your Substance Account button

Then you'll have a lot of popups to explain you exactly how it will work

Let me now if you have any issue

J

jidelay3696148

Inspiring

I purchased the Substance 3D Collection for teams, and when I log in with my Business ID on the Substance asset web site, it is confirmed to be 0 points. Not only me but also all users of our company cannot download the asset. Is it a matter of Business ID?

Marion3D

Author

Community Manager

Hi!

I was contacted by the Adobe support about your case a week ago, and it case is still under investigation as we need help from other teams to know what is happening...

I have added manually some points on your account to help you wait for a bit untill it is fixed for good and to thank you for your patience; as you have numerous orgs in your account I am not sure on which one it will lend so please try them all in your profile on the Substance 3D Assets platform until you find the one with the available downloads!

J

jidelay3696148

Inspiring

Hi, Marion.

It's been two weeks since I inquired. I still can't use the Substand Asset. When will it be fixed?

K

Kath98A2

Participant

I purchased Substance 3D Collection, I am unable to download any assets. The asset page just gives me an option to 'Subscribe' where it should say 'Download'. Adobe Chat asked me to post this here. Can you fix my account? Thank you.

Marion3D

Author

Community Manager

Hi Kath,
I can see there is an issue indeed! Let me check with the team and get back to you asap

W

wwd

Known Participant

I am having trouble understanding the proceedure you outlined and not sure if it addresses my issue. I have a substance 3d account and today figured out adobe migrated painter, alchemist, and painter to the adobe brand but Launcher appears to not have a new version, I am trying to download assets amd its been almost one hour on one asset and its still not downloaded and i have 350mb download speed. It normaly take seconds to download assets and something is wrong and need to know how to fix it.

Romain3D

Community Manager

Hi @wwd

The Launcher is no longer part of the Substance ecosystem for the new versions of our software

We plan to add features that existed in the Launcher inside Creative Cloud Desktop application pretty soon 🙂

In the mean time the update you saw for the Launcher was just making sure our community is warned about this change by the addition of several popups and disabling some buttons

Until the new version of CCD is out, you can just simply go to our new 3D Assets website to download all assets you need 🙂 : https://substance3d.adobe.com/assets/

W

wwd

Known Participant

thanks for the heads up

davescm

Community Expert

Will that access to points remain available after opening an Adobe 3D subscription and closing the Substance subscription? I don't want to lose the points I have built up, but at the same time I do not want to pay parallel subscriptions.

Dave

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Dionysios.Ts

Inspiring

That's the problem now!

The points from Substance Subscription are not connected to the Adobe's one.

So now pratically we loose all the points we've created till now! Not very convienient...

I really hope, very, very soon, Adobe will come out with the solution, please! 🙂

Dionysios -

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