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T
ThatMistGuy
Participant
February 2, 2025
質問

Where are my points??

  • February 2, 2025
  • 返信数 3.
  • 1192 ビュー

I had around 750 points... I've been paying for a subscription for a while and recently stopped. I've been getting assets, and spending these points occasionally whenever needed, and now all of a sudden ALL my points are gone... As far as I understand the points are permanent, right? Why are they gone?

    返信数 3

    U
    UltraVic
    Participant
    September 22, 2025

    I am in the same boat.  Where what happened to all of my points?  I just checked my email to see if you guys sent out sonme kind of notificaiton or alert and I found that there was no indication sent out.

    U
    UltraVic
    Participant
    September 22, 2025

    how do I get access to the points I saved up over the years?

    Paul Gresty
    Community Manager
    Paul GrestyCommunity Manager
    Community Manager
    September 24, 2025

    Hi UltraVic... As I just mentioned in another reply above, the best thing to do at this point is get in touch with Adobe Customer Support, and explain your situation. They may be able to find some solution for you: https://helpx.adobe.com/contact.html 

    U
    urumachi
    Participant
    September 9, 2025

    Hello,

    why no announcement per mail? So i lost over 600 points. 😕😕

    I only downloaded some assets from time to time.

    Greetings

    Paul Gresty
    Community Manager
    Paul GrestyCommunity Manager
    Community Manager
    September 24, 2025

    Hi urumachi... The best thing to do is to reach out to Adobe Customer Support. We did support legacy customers who needed to access aquired points for a few months after the changeover - but, at this point, nearly six months later, we don't have a solution that fits every case.

     

    If you explain your situation to Adobe Customer Support, they may be able to help you out: https://helpx.adobe.com/contact.html 

    N
    n3oyume
    Participant
    February 3, 2025

    Same here, I'm really surprised (and pissed off) that Adobe removed it without any warning.

    I have stopped using Substance, but I still use my asset collection from time to time, and I had more than 160 points.
    I don’t want to subscribe again for now, as I’m currently focusing on 2.5D projects that don’t require texture editing.

    I would like to use all of my points.

      Cedric Marchessoux
      Community Manager
      Cedric MarchessouxCommunity Manager
      Community Manager
      February 3, 2025

      Dear @ThatMistGuy @n3oyume 

      I will send you a direct email from my email address to solve the issue.

      Best regards
      Cédric Marchessoux
      Director of Product Management, 3D&I
      Lead Product Manager Painter & 3D Assets Platform

      Cedric Marchessoux
      Community Manager
      Cedric MarchessouxCommunity Manager
      Community Manager
      February 4, 2025

      Hi
      We deployed a solution for users with individual subscription with remaining points and not active anymore subscription.
      You have until 1st of March to use your remaining points.
      Best regards
      Cédric Marchessoux

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