Help
How to get your files, how your licence works and where to reach us. If your case is not here, write to us from your account and we will get straight back to you.
Do I need an account?
To download your files, no. The link in the email we sent you is enough.
To stop depending on that email, yes. Create an account, paste your code, and your files stay there forever. It is free and takes a minute.
I backed a campaign
I come from Kickstarter
You have an email with your download token.
I bought here
I come from the store
Your files are already in your account.
You backed a campaign on Kickstarter
Downloading your files
- Find our email. We send it from orders@atf3d.com to the address you entered in the Kickstarter survey. Check spam and promotions too.
- Click the download button in the email. Your download page opens.
- Accept the agreement. Tick the boxes, paste your token in the field and press the button. The token is in that same email.
- Your files unlock. Download them.
Then do this: save them to an account and you will never need that email again. Explained right below.
Save your files to your account (strongly recommended)
That way you keep them forever, even if you lose the email, change computer or lose your phone.
- Create your account at atf3d.com/my-account, or log in if you have one.
- As soon as you log in you will see the “Paste your code here” box at the top. Nothing to hunt for.
- Paste the code and press Add to my account.
Either one works: the download token or the licence code, the one starting with LIC-.
Your account can use a different email from the one you used on Kickstarter. It does not matter: what counts is the code.
I cannot find the email
Search your whole mailbox for orders@atf3d.com, spam and promotions included. Note: we send it to the address from the Kickstarter survey, which is often not your Kickstarter account address.
If it is nowhere, write to us with the campaign name and your backer name. We will send it again.
What is the token and where is it?
It is your personal download key: a long code with dashes.
15e24c16-2182-446b-b31c-36a4e68edf22
It is written in the email, and also inside the download link. Do not share it: any download made with it counts as yours.
I bought the add-on: why are there two files?
Because they are separate: the campaign on one side and the add-on on the other. Download both.
If you only see one and you paid for the add-on, tell us and we will enable it.
How many times can I download?
There is a limit, so a token does not end up circulating around. It is plenty to get your files and repeat if needed.
If you run out, tell us and we will top them up. Your files are not lost.
Your commercial licence
What it is and where it is
It is what lets you sell the prints you make with our files. Without it, the files are for personal use only.
It is not a download: it is a certificate with its own code, like LIC-3R2-KS-A4F91C, plus a verification page. It arrives in the same email as your files.
Paste that code into your account and your licence is always at hand under My licences.
How do I prove it is genuine?
With the verification link on your certificate. Anyone who opens it sees that the licence exists, whose name it is in and which campaign it covers. Good for your shop or your convention stand.
You bought from the store
I bought an STL file: where is it?
In your account, as soon as the payment clears. You also get an email with the link. Digital files have no shipping and no waiting.
I bought a printed figure: when does it arrive?
It is printed and finished by hand, so it does not leave the same day. We email you when your parcel ships.
The courier needs your phone number for the delivery: that is why we ask for it on physical orders.
My order has a file and a figure
They are handled separately. The file is yours straight away; the figure ships once it is ready. We tell you before you pay.
If something does not work
I get “Access denied”
Almost always the token is incomplete or has an extra space. Copy it whole from the email, with no spaces before or after.
If you get it wrong several times in a row, the system locks for a few minutes as a safety measure. Wait and try again.
It will not let me download until I accept
That is on purpose: you must tick the boxes and enter your token for the downloads to open.
The download stops halfway
These are large files. Start again on a stable connection, ideally wired, without closing the tab. If it keeps failing, tell us.
Get in touch
The fast lane: from your account. Log in and use the support form. Messages that come in there get priority attention: they reach us with your details and your orders already in front of us, so we solve them much sooner. It is all recorded too, and you follow the conversation from your own account.
No account yet? Create one in a minute and write from there. Worth it for this alone.
You can also email orders@atf3d.com, but it will take us a little longer to reply.
We answer in writing only, not by phone, and always from orders@atf3d.com. If you get an email from us at any other address, treat it with suspicion.