Participating Frequently

Question

[Bug?] Can't request student license (Substance license) for 2nd year

Forum|Forum|2 years ago
October 15, 2023
8 replies
3133 views

Hi all,
I am a 2nd year 3D major, my Substance free trial ended a few days ago.
When trying to request a new code here:
https://substance3d.adobe.com/education/

I get a bug on step 2 telling me my ID already exists,
I need to get a new product code so I could send my approval documents to identit-e.

The online support was...dissapointing to say the least.
I was bumped from one support rep to another the moment I told them I am not interested in buying in "a special offer", because the FAQ clearly states I can renew if I send the docs. 5 reps, none could help me. One even suggested "make a new email and make a new ID", seriously?

Anyone knows a way to get the product other then making a new unique Id (which is not ideal, because my CC liscense is on the current ID).

Thank you.

Billing

S

SubstanceForFree

Participant

Hi! Having similar issues, and in addition to the "ID already exists" issue, I am not receiving the email at all. I have tried on 4 different accounts and waited 3 days. I also tried the workaround of creating a new account (This one lol), and I have not received an email for this either. I tried talking to the Adobe support chatbot, but it's very clear their agents are AI agents, and not human IT help. Would love to get a code soon as this has put me behind on homework and personal projects

Cyril Dellenbach

Community Manager

Hi @SubstanceForFree,

DM your e-mail address

Cyril Dellenbach (Micro) | QA Support Artist | Adobe

M

MichaelWimma

Participant

Hello @Cyril Dellenbach

I am having the exact same issue. I just finished my Bachelor's degree and am about to start my Master's. My code will expire on JUL 12 hence why I wanted to get a new code now to avoid any downtime since I want to use the summer break to prepare for next year. However, as mentioned above, I am also not able to enter my email again. Would you be able to assist me too, please.

Best,
Michael.

E

eyalm38139319Author

Participating Frequently

Hey all,
since this keeps coming up - for future searchers.

As @Andreas35180487h9la stated, the solution is opening a new Adobe account just for the purpose of getting the code.

This was the solution offered to me by Adobe support.
Not very elegant, I know - hopefuly will be solved by Adobe soon.

Cheers.

Cyril Dellenbach

Community Manager

I understand this is a workaround (and feel free to do it), but this is not the solution we want to offer. You can DM me your e-mail address (if you want to keep the current one), and we'll check on our end whether a code has been sent or not, and do what's necessary.

To be fair, most of the time the code simply ends up in spam.

Cyril Dellenbach (Micro) | QA Support Artist | Adobe

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eyalm38139319Author

Participating Frequently

Hi Cyril,
the problem wasn't that the code was sent to spam, the system was intentionally preventing the same email adress from getting a new one.

By the way, after getting the code you can connect it to your old account - you don't have to use it on the new account. You just need to get the code.

Ozzelord

Participating Frequently

I have the exact same issue. I tried to reach out to the support chat but only got the answer that I can't renew the education license after 12 months and would need to pay for it. Otherwise I would need to apply for the free license with a new Adobe Account. But the FAQ states: "If you are still eligible at the end of the 12 months, you can renew your student license following the same redemption process."

A

Andreas35180487h9la

Participant

I'm having the exact same issues. As of today, the problem persists.

Support was no help at all and only tried to sell their subscription. Very helpful when you have deadlines and are expected to deliver homework on time...

Its almost, as if Adobe doesn't want to have students learn their products. At least not for free (see the creative cloud).

Seems as if Adobe's "reputation" is well deserved... At least there's always alternatives.

** User will remember this.

Cyril Dellenbach

Community Manager

Hi @Andreas35180487h9la,

Could you tell me exactly on which platform a support suggested you to pay for subscription instead of finding a solution for your Student license? This is definitely not our policy, and I want to make sure all teams are one the same page.

Regarding your issue Andreas, send me a DM (it's easier to exchange) detailing which step of the process is blocking. We will find a solution.

@eyalm38139319 have you find a solution? If not, you can also send me a DM.

Regards,

Cyril Dellenbach (Micro) | QA Support Artist | Adobe

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Andreas35180487h9la

Participant

Hi @Cyril Dellenbach ,

thanks for your answer. I managed to find a solution in the meantime (I created a new account with a different email address with which I was able to start the eligibility process and was immediately granted access.)

The Issue that persists is that you can not start the process - like eyalm38139319 wrote at the very top - if you have ever entered the same email address on the registration page (https://substance3d.adobe.com/education/) ever before. No matter if there even is an adobe account with this address or not. You simply get the error message "Unique ID already exists." like eyalm38139319 has shown in his screenshot. There is nothing beyond this point that you can do.

And for the support: I had contacted customer support via the chat option and was redirected to a friendly but ultimately powerless person who's first response was to offer me a discount on a paid subscription. Only after I had rejected this offer he went on to contact the "back end team" and confirmed via email that he had issued a support ticket with them. But this was last week and I haven't heard back since. And since I am a bit in a hurry here, I tried the different email address which did the trick...

Regards

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eyalm38139319Author

Participating Frequently

Still can't get past this issue.
Despite every possible FAQ pointing I should be able to get a license for the duration of being a student (once again, eligibility confirmed).

Has anyone had any luck with this issue?

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eyalm38139319Author

Participating Frequently

This is beyond frustrating,

So my 12 monthes in Substance ended, I set a plan while waiting for adobe to reconfirm my student status,
It was confirmed and I got a mail that states I need to contact support to reapply the student discount.
For some reason the people at support keep giving me either false information, trying to give me a discount on my other adobe license, or tell me to open a new email to get my substance 3d free student license.

They keep transferring me from support, to sales, back to support, each rep giving me the same answers with me providing them with the Substance education FAQ and the mail I got sent from adobe, and they keep repeating the 1 code per 12 monthes (I last redeemed the code in October 2022).

Meanwhile I've been charged a small amount for the relative time passed between when the license ended and now,
and I am to be charged the annual amount in a few days (I will obviously cancel it before if the discount won't be applied by then).

As I am writing this post, 25 minutes into a phone call with costumer care, (that either keeps repeating the "one code per account", after telling me it was applied for a plan I already had for creative suite that I didn't change), He asked me to reply to a mail with a scrrenshot mail sent from Adobe telling me to contact them (which I already gave to the chat rep that transferred me to him), which is obviously causing waiting for mail delays, and now I have to wait for him to get back to me...

Seriously, the Website UniqueID bug for the confirmation process needs to be fixed,
if only to save the next poor fellow from this costumer service hell.

kglad

Community Expert

we can't help more here than adobe support.

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eyalm38139319Author

Participating Frequently

Thank you, while I understand that I chose to post because:
it is helpful (imo) to inform other people who experience this issue that this is somewhat known,
to see if others have suggestions,
and perhaps get the attention of some people in Adobe to get this adressed.