• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

Adobe Substance Assets says I need to upgrade - product page says I have access

New Here ,
Jul 23, 2023 Jul 23, 2023

Copy link to clipboard

Copied

I tried contacting support, but after the first person not understanding I meant assets (after 10+ mentions of it), the second person being the wrong department, and the third also not being the right department - all of whom transferred me to a deadend chat that said no one was online- I'm here on the forum.

Basically - my plan says I have access to the adobe substance 3D assets... but I don't - it is saying I need to upgrade. This feels like wither a bug or false advertising

Bug Unresolved
TOPICS
Premium Assets

Views

788

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
7 Comments
New Here ,
Aug 08, 2023 Aug 08, 2023

Copy link to clipboard

Copied

hello? I need assets but it's not letting me download them

Votes

Translate

Translate

Report

Report
Adobe Employee ,
Aug 18, 2023 Aug 18, 2023

Copy link to clipboard

Copied

Hi @davidf25845060 ,

From what I see in your account you have 338 download points available and have received on July 12 and August 12 the download points linked to your most recent subscription.
Is it possible that you are not logged in on the platform with the same email that is linked to your adobe account?

Votes

Translate

Translate

Report

Report
New Here ,
Aug 24, 2023 Aug 24, 2023

Copy link to clipboard

Copied

Hi @Marion3D 

I also see that I have 338 download points, but when I go to download a model it still says 'upgrade'

Votes

Translate

Translate

Report

Report
Adobe Employee ,
Aug 24, 2023 Aug 24, 2023

Copy link to clipboard

Copied

As noted in the screenshot you have shared above under the red circle : the assets which are included in the Substance 3D Texturing subscription are the materials (surfaces, decals, atlases) - models and lights are included in the Substance 3D Collection subscription, which includes Stager and Modeler as well

Votes

Translate

Translate

Report

Report
New Here ,
May 09, 2024 May 09, 2024

Copy link to clipboard

Copied

I just got the same issue happen to me. I have just subscribed to Adobe substance with the texturing software and not the modeling. It is however, not clear in the description of purchase what we are entitled to. It simply says 30 points but does not specify that those points are for materials and textures only. 
It would be great if this was changed, as it definitely induces people to error. 
Best regards,

Iris

Votes

Translate

Translate

Report

Report
Explorer ,
Nov 19, 2024 Nov 19, 2024

Copy link to clipboard

Copied

Yes this is not only misleading but now I feel robbed. I had the full collection subscription when I racked up over 800 download credits. Those are my credits I paid for while I paid all those months with the collection. Then to be told I can't download without my active subscription because I downgraded to the cheaper tier substance collection  is BS. Adobe really abusing the artist's need for substance painter. 

Votes

Translate

Translate

Report

Report
Adobe Employee ,
Nov 25, 2024 Nov 25, 2024

Copy link to clipboard

Copied

LATEST

Dear @Shifty754 

Sorry for this experience.
I just added 1000 points to your account and active subscription. I hope this will compensate what you experienced.

Best regards
Cédric Marchessoux
Lead Product Manager Painter
Lead Product Manager 3D Asset platform
Director of Product

Votes

Translate

Translate

Report

Report
Resources