All of my points are gone

[conradsly]

Hi there,

I've been a long time subscriber to substance, accumulating source points for some time. I think I was upwards of 600 points. Today I logged in to discover that there have been a few changes to source, the most glaring one being that all of my points are gone. I hope this is simply because there has been some error in the system.

Please let me know what's going on, I would like my points back.

[Marion Marchive]

Hi,

When I look into your account I see you have 637 points available.
Can you please check this pinned post to see if that fixes the issue?
https://forum.substance3d.com/index.php/topic,36241.0.html

[WFpaint]

Seems to be the same thing for us.
We have 0 pts available on the account, but we have multiple subscriptions of Substance(couple of annual and a few monthly), and have never used any points.

I am logged into the website with the same account as used here on the Forum.

As a random note, in the "You dont have any downloads remaining" popup, the the link for "check your account" points at https://www.substance3d.com/user which is a page that doesnt exist anymore

[Marion Marchive]

Seems to be the same thing for us.
We have 0 pts available on the account, but we have multiple subscriptions of Substance(couple of annual and a few monthly), and have never used any points.

I am logged into the website with the same account as used here on the Forum.

As a random note, in the "You dont have any downloads remaining" popup, the the link for "check your account" points at https://www.substance3d.com/user which is a page that doesnt exist anymore

On Source I can see that you have 3390 points available on the account which you used to post this comment. Could you please try to use another browser and login with this account?
Sometimes users seem to be automatically logged out from their substance account and logged in with their adobe account if they have logged on another Adobe website in the past, so please make sure to log out to the account if you are logged in by default.

Let me know if it ends up working or not!

Also, thanks for the note about the broken url, we'll change that to a working one

[WFpaint]

Thanks Marion.

That did indeed do the trick.

I had not logged into the "Substance" site with my Adobe account and I had logged in with this account as far as Im aware.
But as Im managing our Adobe licenses also, I was logged into the https://adminconsole.adobe.com with my Adobe credentials (and technically also the adobe.com main site it seems)

Nice to know that those two setups are not compatible. Not ideal, but I assume its because you guys are transitioning over to "their" account frameworks.

I think in your sticky post here on the forum, you should probably also tell people to try and log out of any adobe sites.

Thanks for the help, much appreciated.