Redeemed my 6month free acess of Substance Painter from FAB last week, but today was denied access.

[NICKSUSHKEVICH]

Hi!

So as stated above I've got a promotional code for SP from FAB, redeem it, and everything works smooth until today.

When I tried to launch SP a window pops up saying it is not part of my plan (I have yearly subscription for All CC Apps).

What is going on?

[Cyril Dellenbach]

Hello @NICKSUSHKEVICH,

Thank you for the message!

I guess there's some sort of conclict between the All apps subscription and the FAB promotion. Could you try to log out / log in just to be sure we're covering the basics?

On my end I will contact people in charge of licenses to get a hand.

Keep me posted.

[Nick_Sushkevich]

Thank you, @Cyril Dellenbach, for your fast feedback.

Unfortunately, logging off/in does not help. Substance Painter is still locked.

Just to be clear this is the account I have current subscription on, and redeemed FAB code with.

[Nick_Sushkevich]

@Cyril Dellenbach Update.

I've just received a letter from Adobe that my Substance subscription was terminated due to alleged "fraudulent activity" with subscription.

"Our fraud prevention specialists have detected signs of fraudulent activity associated with your subscription to the Substance 3D Epic Games Collection. As a result, your subscription has been canceled, and you will no longer have access to the included Adobe applications and services."

Could you please clarify the meaning of such activity and how to restore the subscription for the remaining period of 6 months.

Thank you!

Thank you!

[Cyril Dellenbach]

Hi @Nick_Sushkevich,

Thank you for keeping me posted and sorry for the inconvenience.

This issue should obviously not occur. Can you DM me the e-mail address you're using for your Adobe account? On my end I've already escalated the problem and I'll do my best to quickly get a solution.

Best regards,

[Nick_Sushkevich]

Done!

[Nick_Sushkevich]

Hello @Cyril Dellenbach 

Any updates?

[Nick_Sushkevich]

Hello,@Cyril Dellenbach

It's been 15 days, and the issue with my licence is still not resolved, and I haven't heard from you or other suport employee for a week.

Are you still looking for solution? I think the easiest way is for Adobe to provide another 6-month free code to redeem.

Looking forward to hearing from you!

Have a great weekend!

[Cyril Dellenbach]

Hello again @Nick_Sushkevich,

and sorry for the delay in response (I was in time off)

The problem has been escalated, but I hoped it would have been solved by now. To this point I kind of agree with you and I'll see if we can simply ask for another code, but I'm not entirely sure this will solve the current issue.

In addition, can you try to remove Adobe Genuine? I think it might be the source of this problem.

Best Regards,

[Nick_Sushkevich]

Hi, @Cyril Dellenbach !

So glad to hear from you.

How do I remove Adobe Genuine?

[Nick_Sushkevich]

Hello, @Cyril Dellenbach !

Since you vanish again, I've just purchased Painter/Modeler/Sampler license.

It's infuriating that in a month Adobe does zero to help me out with the issue I experienced.

I hope you will still help to resolve it, or assign more capable support specialist.

Looking forward to hear from you soon.

[kglad]

@Nick_Sushkevich 

start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

if that fails, proceed to these steps - https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html