Educational license - email not being sent.

[DavidStingl]

Given that the perpetual license of substance painter that I paid for is made unusable compared to even student license downloads, I decided to switch back to the student license download (even though I own the perpetual license)

I went through the education page of substance and filled out my adobe-id email and it said successful request. 

But never received any email with the code and further instructions to verify my eligibility.

The email is verified, I do receive other adobe emails, yes I checked all the spam and promotional folders incl. the troubleshooting tips from adobe for not receiving expected emails.

I tried then making the request again, but since then I am receiving a "unique-id already exists" which i dont understand as this is not a sign up.

Then I tried filling out my secondary email adress instead which goes through a different domain and same story, it gave the succesful request message but no email request.

[Sean Dougher]

Looks like there are others having this exact same issue! (thread here)

All of the issues seem to have popped up around the same time of October this year, I would guess it's something on the backend of Adobe rather than a problem with Substance3D itself, unfortunately, it doesn't look like there is a support forum for issues with the website itself. Hopefully someone with more power than a commenter sees this and can escelate to the correct people.

[abdelrhmanm1297697]

well my friend what if i told u till this day in 27/4/2023 and still they didnt fix this issue well ill go to marmoset tool bag at least the purchase system on them very simple 

[Matheus357355194l44]

It's Feb 2024 and they still haven't fixed.

[kglad]

make sure you all are carefully checking your spam folders.

[John30831578syyo]

No bro ive litterally made brand new emails for this and they are blank, there is nothing sent to me spam or not. Yet adobe gleefully sends me promotions at those same emails if i dont say no to receiving promotions which means adobe is more than capable of sending me emails that arent spam and that do arrive in my inbox

Get Outlook for iOS<>

[kglad]

this was posted by @Matheus357355194l44 in another forum:

I found a solution! None of the solutions above worked for me, but I found my way in.
This is how I solved it:
1. Created a new Gmail account
2. Navigated to 'https://www.adobe.com/'
3. Log out of my Adobe account
4. Navigated to 'https://substance3d.adobe.com/education/'
5. Used my new Gmail account on Step 2.
6. Found Adobe's invite on my Spam folder

[miles-bowen_3648]

its june 2025 and this is still an issue...

[kglad]

make sure you're checking your spam folder.

[miles-bowen_3648]

did this already, it still isnt there but have contacted them about a solution. apparently it can take up to 7 business days to receive the email.

[kglad]

keep us updated.

[kglad]

there have been off & on problems on adobes end. check, https://substance3d.adobe.com/education/ to see if there's a current service outage.

[abdelrhmanm1297697]

same message 

[kglad]

@abdelrhmanm1297697 

periodically check until service is restored.

[abdelrhmanm1297697]

i dont understand what u mean by periodically ? like keep restarting the web page?

[kglad]

check every 3 days

[abdelrhmanm1297697]

but when it will work or it will work ? because i dont want to waste a month and in the end maybe it will not work 

[kglad]

i don't know 

[John30831578syyo]

well friend welcome to the hell and perpetual disapointment that is expecting adobe products and services to function within a reasonable scope

[shawnh92308946]

Same issue here!

[Nerika31971445egcu]

I am currently having the same issue!

[Melanie33934924xzqi]

Same issue here!

Hope they fix it soon, but if the bug exists for more than a year now, the chances are bad 😞

[grace_6225]

Hello,
I gave Adobe customer service a call (800-915-9428). I did have to wait on hold for a bit, but once the operator answered, he walked me through the steps. 

1) on the [ https://substance3d.adobe.com/education/ ] page, provide a gmail account.
I was using an edu account, but that wasn't going through.
2) Check that gmail's spam folder for "Adobe Partner Offer" email
3) go to the link provided (ends in  "identit-e.com/adobe")
4) It will take you to a page where you will need to provide the Product code (this is included in the "Adobe Partner Offer" email)
5) Answer the questions and fill out the form.
6) afterward, if you are approved it will send the message to the academic email you provided when filling out this form (I don't think it accepts non-academic emails)
7) In your academic email, search for "@mail.identit-e.com" --Even if you are approved and they send the email, some academic email portals won't update your inbox. You have to search for it. Hopefully it shows up for you.

[Adept_adventurer7048]

I am having the same issue. I've tried different accounts. I made a new Gmail account. I finally got the account verification email (did not receive it on any other email addresses), but still no education license request.

[Shivangi_Gupta]

I see! Would you mind reaching our to our support team here: https://adobe.ly/3SLiJQK

Let us know if you have any questions.

^Shivangi