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L
Langdar
Inspiring
August 4, 2021
解決済み

Adobe substance 3D Assets - My points disapeared

  • August 4, 2021
  • 返信数 3.
  • 2835 ビュー

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

 

    このトピックへの返信は締め切られました。
    解決に役立った回答 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.

    返信数 3

    L
    Langdar作成者解決！
    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
        Langdar作成者
        Inspiring
        August 6, 2021

        For clarification (I am re-writting this message because for some reasons it didn't appear the first time/it is not appearing/it disappeared): After reading my first post once again I actually realised that I wrote the following sentence: "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 you focus solely on the wording I used it is difficult to disagree with what the Adobe Support team member said because we are actually saying the same: that "the CANCELLATION has been initiated". But please keep in mind that English is not my mother tongue and that my argumentation should not be reduced to this one word.

         

        What I had in mind when I "cancelled" my plan was to actually cancel the renewal and that I CANCELED it because there was no options as far as I saw to CANCEL THE RENEWAL. 

         

        One could argue that I should have wait till the last days before cancelling my plan or that I should have used all the points first and please believe me this is what I would have done if I knew it is now working that way. But I didn't know and chose to cancel it now before I forgot (You know, life can get busy) so I do not get charged another month needlessly. 

         

        For the record all my actions were based on this post (https://forum.substance3d.com/index.php?topic=32277.0) where a member of the staff wrote the following: "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 that the post I quote is old post and I know some changes had been made recently but then why not make this change clear? Why leaving this post? Why not adding a little note? So that another person doesn't make the same "mistake" I did.

         

        I will now finnish with my "rant" 🙂 I just wanted to clarify the situation so that if someone reads it he/she will not commit the same "mistake" and needlessly loose his points.

         

        Of course if somehow I could get back the 27 points I paid for that would be great! 

         

        Thanks for reading 🙂

         

         

        L
        Langdar作成者
        Inspiring
        September 6, 2021

        Hi Landar,

        There was an issue where when subscriptions were cancelled (even after the 14 days window) where the remaining available points were removed from the user account.
        The issue has been fixed at the end of last week, but we still have to add the points back to the accounts were points were wrongfully removed before then.
        I added your 30 points back manually, and for the rest of the users it will come in the coming days

        If someone else is in the same case, please message me and I will take care of your case in priority.

        Sorry for the trouble and thank your for your patience!

        -Marion


        Hi Marion3D,

         

        I received the points as you wrote but I cannot use them because there is no download button appearing. Instead I have a "subscribe" button.

         

        On an answer you made on an other user's post, you said that you acknowledged the issue and that this issue is being worked on.

         

        How long do you think it will take before I can use my points?

         

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