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You have (or had) a subscription but don't know how to access to your points?

Adobe Employee ,
Jun 21, 2021 Jun 21, 2021

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If you have an Adobe 3D subscription, please login with your Adobe account using the "Log in with Adobe" button on the login page.

If you have/had a Substance account, please login with your substance account using your email ad password combination on the login page. Being logged in on adobe.com logs you automatically with your Adobe account on Substance 3D Assets, so try logging out and logging in again with your Substance account if you are logged in by default with your Adobe account.

Both accounts are not linked, so you won't see the downloads you have on your Substance account if you login with your Adobe account.

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Explorer ,
Sep 26, 2021 Sep 26, 2021

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Hi, Marion. 

It's been two weeks since I inquired. I still can't use the Substand Asset. When will it be fixed?

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Adobe Employee ,
Sep 27, 2021 Sep 27, 2021

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Hi, 
I added manually points on your account last week, are you not able to use them?

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Explorer ,
Sep 27, 2021 Sep 27, 2021

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I have 0 point and appears only as a subscription button, not a download button.

 

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Explorer ,
Sep 30, 2021 Sep 30, 2021

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Why can't I use it since I bought the 3D collection? Fifteen days have passed since I inquired. Please solve it quickly...

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Adobe Employee ,
Sep 30, 2021 Sep 30, 2021

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Hi,

We have an issue with a new type of migrated accounts and your account is in that case, unfortunately we can only start to fix the issue next week when a member of the team who is a specialist will be back...

I am really sorry for the delay!

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Explorer ,
Oct 06, 2021 Oct 06, 2021

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I had an account with substance and one with adobe prior to the migration, they both share the same email.
After i canceled the old subscrition and moved to the new one, i noticed that my old points have not been migrated and that i also have no clue on how to migrate those points to the existing adobe account (which i had for years for the cc)

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Adobe Employee ,
Oct 07, 2021 Oct 07, 2021

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Hello @guidos50720937 

You can follow the migration process by being logged in with your Adobe account on https://substance3d.adobe.com/assets/ then just click on your username in the upper right corner and click on Link Your Substance Account button

Then you'll have a lot of popups to explain you exactly how it will work

Let me now if you have any issue

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New Here ,
Oct 08, 2021 Oct 08, 2021

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We also dont have acess to our substance points. After many calls with support we are stuck. Could you maybe have a look?

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Adobe Employee ,
Oct 08, 2021 Oct 08, 2021

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Hi, I can see you have 55 download points in your Substance account linked to the same email address as your Adobe account and that you have used them for the last time on September 22nd.

 

Can you please give me more details about what is not working?

If the error is that the credentials are not the right one, please try to add your substance email and password manually, as some password managers add the adobe credentials in the substance credentials area...

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New Here ,
Oct 08, 2021 Oct 08, 2021

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Hi, thank you for the quick response.

We had an allegorithmic substance subscription up until August. The 55 Points are left over from this.

In September we made the switch to Adobe Substance 3D Collection with our adobe team account. Which should include 100 points per month if I am not mistakten.

I have now assigned the substance3d collection to this user.

Can you see if there is anything wrong?

 

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Adobe Employee ,
Oct 08, 2021 Oct 08, 2021

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Hi, we are still investigating your case as on the Adobe side we can't figure out why you can't access your points... Sorry this is taking a long time, but the team is on it and we have not forgotten about you!

In the meantime you can still log in with your Substance account and use the download point you have, as they are not transferred automatically to your Adobe account (the Substance and Adobe accounts are not linked)

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New Here ,
Oct 22, 2021 Oct 22, 2021

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We now have our Points in the assets. The substance support has resolved the issue for us.
Thank you for your support!

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New Here ,
Oct 31, 2021 Oct 31, 2021

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Hi there. I have an Crativ Cloud Subscription and an Substance3D subscription. On the Substance3D subscription I still have a bunch of Asset Poins, but i don't need the subscription right now. There was the possibility to keep the Asset-Points after unsubscribe Substance3D. Is that still possible (i hope yes, because every thing else would be a shame) and how to do that? Because i would like to keep my dowbload points (as it was possible with Substance3D) while unsubscribing my subscription, because i don't need it right now. But i don't see a way to do that.

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Adobe Employee ,
Nov 02, 2021 Nov 02, 2021

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Hi, 
It does not look like you have a 3D subscription on the Adobe side, is your 3D subscription on the Allegorithmic/Substance 3D legacy side? I can't find a Substance account linked to the same email as your Adobe website.
If your account is on the substance side can you please email support(at)allegorithmic.com and I'll help you over there

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New Here ,
Nov 02, 2021 Nov 02, 2021

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Okay thanks, I have contacted support(at)allegorithmic.com

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