Unable to Redeem Epic Games Promo Code for Substance 3D

[iva_creative]

Hello,

I recently received a new Substance 3D promo code through the Fab marketplace as a reward for using it. However, when I try to redeem it on Adobe’s redemption page (https://redeem.adobe.com), I receive an error stating that the code cannot be activated.

Context:

• Previously, I participated in the Titan Challenge by Epic Games and received a different Substance 3D promo code, which has already expired.
• The new code is from an entirely separate promotion (Fab marketplace reward), so it should not be affected by my past redemption.
• Epic Games states that the new code is valid until May 31, 2025, meaning it should still work.
• I have not redeemed multiple codes—each code was from a separate promotion.

What I've Tried:

1. Attempted to redeem the code on Adobe’s website but received an error message preventing activation.
2. Contacted Adobe Support, and they confirmed that the code has not been redeemed yet but could not resolve the issue.
3. Adobe Support redirected me to Epic Games, claiming they cannot fix the problem on their end.
4. I requested an official email statement explaining why the code is not redeemable so I could forward it to Epic Games, but I received a vague response that did not clarify the issue.

My Questions:

• Are there any redemption restrictions that I am unaware of?
• Has anyone else experienced this issue with the new Fab marketplace promo codes?

This is extremely frustrating because the new code is still valid, and it’s from a different promotion than my previous one. If there are additional restrictions, they should be clearly stated.

Technically, I believe there's nothing stopping me from creating a new account and redeeming the code there. However, I've been an Adobe user for about five years+, and a lot is tied to my current account—my projects, preferences, and workflow.

It's frustrating because I shouldn't have to create a new account just to activate a code that I rightfully received. It feels like an unnecessary complication, especially since this is supposed to be a reward for using the Fab marketplace. I’d really prefer to keep everything in one place rather than juggling multiple accounts just to access software I already have a valid code for.

Any help or clarification would be appreciated!

Thanks.

[kglad]

contact fab (but many promos are for first time users)

[iva_creative]

I additionally sent an email to Epic Games, but maybe someone from Adobe can help here. Because I'm almost sure the problem is on Adobe's side.

[iva_creative]

The code is definitely valid.

[kglad]

good luck, but adobe's not going to have an insight into what transpired between you fab

[iva_creative]

thanks, I'm counting on luck 🙂

[Jeffrey_A_Wright]

Iva_creative, I'm sorry for any problems you are encountering redeeming the code for Substance 3D provided to you by Epic Games. If you have any additional questions about your recent support case ADB-38603377-K2W2, please use the steps in https://adobe.ly/3CURXkz to update your support case.

Have you contacted Epic to request a new code that you can redeem? Epic can work directly with Adobe if they were provided an invalid or incorrect code. For more information on utilizing redemption codes see https://adobe.ly/4k0wQhp. ^JW

[iva_creative]

Epic told me that this is an Adobe limitation, one Epic key per account
Technically, I believe there’s nothing stopping me from creating a new account and redeeming the code there. However, I’ve been an Adobe user for about five years, and a lot is tied to my current account—my projects, preferences, and workflow.

[iva_creative]

the key is valid

[kglad]

your only hope on adobe's side (which is close to zero) is updating your support ticket.