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L
Langdar
Inspiring
August 4, 2021
Answered

Adobe substance 3D Assets - My points disapeared

  • August 4, 2021
  • 3 replies
  • 2834 views

Hi,

 

I recently subscribed to the "Substance 3D Texturing" plan. I did it to acces to the "Adobe Substance 3D Assets" as I already posses Substance Designer and Substance Painter.

 

I used 3 of the 30 points the subscription give me access to and I was led to believe (reading the forums) that I could keep my points without any time limitation.

 

But after cancelling the subscription so it doesn't renew next month I am now unable to download any new assets (it shows that I have 0 points).

 

Did the terms of use change? Is it any kind of technical problem? Or did I sleep too less? 🙂

 

If the terms have changed why is it that I now have 0 points, knowing that I subscribed for a full month and that I have access to my plan till the 18.04.2021? (the "system" doesn't even allow me to pay once again because my plan is still active).

 

Thank you

 

    This topic has been closed for replies.
    Correct answer Langdar

    Long story short:

     

    I got my 27 points back plus 30 extra points which I am actually very happy about so thanks Adobe.

     

    I couldn't actually use those points at first because of some technical reasons (I couldn't download the materials). I waited kind of a long time for them to fix this issue before I finally decided I could not afford to wait any longer so I subscribed back and this fixed the issue.

    3 replies

    L
    LangdarAuthorCorrect answer
    Inspiring
    September 10, 2021

    Long story short:

     

    I got my 27 points back plus 30 extra points which I am actually very happy about so thanks Adobe.

     

    I couldn't actually use those points at first because of some technical reasons (I couldn't download the materials). I waited kind of a long time for them to fix this issue before I finally decided I could not afford to wait any longer so I subscribed back and this fixed the issue.

      U
      ukyho78786
      Participating Frequently
      August 30, 2021

      same thing happened to me, I hate big companies deceiving customers like this, next time I will use your products for free and I don't need your paid substance materials

        Romain3D
        Community Manager
        Romain3DCommunity Manager
        Community Manager
        August 4, 2021

        Hi @Langdar,

         

        I just started digging into your case : it seems you've asked for a cancellation shortly after subscribing the offer

        My understanding is your cancellation order happened less than 2 weeks after your subscription (18th July), meaning you've been refunded

        Sadly in this specific scenario the remaining points on Susbtance 3D Assets are set to 0

         

        If you have any specific questions about billing or you think any mistakes has been made in this scenario you can directly contact Adobe support where a specific sales customer agent will be able to dig in your case and help understanding or solving it

        For Adobe Support, contact Adobe Customer Care:
        https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 

        Type "Agent" to get a human.

         

        Let me know if you have any other specific questions

        L
        LangdarAuthor
        Inspiring
        August 6, 2021

        Hi @Romain3D,

         

        So I contacted the Adobe Customer Care as you suggested. (By the way to clarify, I took a monthly abonement not a yearly one).The last person I talked with closed the conversation with the following sentence: "I will check with our back end team and revert back to you via email."

         

        I received the following email: "Thank you for contacting us regarding substance inquiry. As per the request we check with our back-end team, as we checked our ressources the cancellation has been initiated all the credits points will be lost. To reuse it, we can either place the new order to use the services. In case for further assistance I request you to contact us back on chat or phone".

         

        To sum up the argumentation of the Adobe Support team as I understood it: What I did was not to cancel the renewal of the plan but I actually cancelled the subscription which led me to loose access to the points (even though I still can download the applications).

         

        And frankly speaking I am confused about this explanation since when I loggin into my account and go into "Plans and payement" and then into "Plans" I see the following: "Substance 3D Texturing, Monthly plan. The renewal of this plan has been deactivated."

         

        Did I miss something?

        L
        LangdarAuthor
        Inspiring
        August 6, 2021

        Little clarification: As I read once again my first post I actually wrote "But after CANCELLING the subscription so it doesn't renew next month I am now unable to download any new assets (it shows that I have 0 points)."

         

        So if we focus solely on my wording indeed it is hard to disagree with the Adobe Support team when they said that I actually CANCELLED the subscription 🙂

         

        I am not arguing with that. Please take into consideration that English is not my mother tongue :). 

         

        The problem I have with the situation I am facing is that I paid for a full month and did the only thing I could do to not be charged next month: "cancel" the plan.

         

        I could have indeed wait untill the last day to CANCEL the subscription or I could have canceled after using all the points but life gets busy and if I would have forget I would have been charged an additional month needlessly. So I canceled while I remembered...

         

        And I did so because it is not made clear that it works that way. And as far as I know this change had been made only recently.

         

        For the record my decision was based on this post: https://forum.substance3d.com/index.php?topic=32277.0 where one member of the Allegorithmic's staff wrote:

         

        "The free student licences don't include Substance Source downloads.
        If you need some assets you could take a subscription for one month and cancel it after a few hours/days.
        That way, you'd get 30 downloads that you'd be able to use whenever you want (even after the subscription is over, you'll keep the unused points to use later)".

         

        I know this is an old post and a lot have changed in between. So maybe the post I am talking about should be deleted? A note should be added? So that nobody else get confused like I did?

         

        Anyway, end of my "rant" 🙂 I just wanted to give a little precision so that other people do not make the same "mistake".

         

        Of course if I could somehow get the 27 points I paid for that would be greatly appreciated 🙂

         

        Thanks for reading!

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