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.
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.
You bought on Etsy
On Etsy delivery is instant: as soon as the payment goes through your file is there, no waiting for anyone.
What you download from Etsy is a one-page PDF. Your link to the files is inside it. We do it this way because Etsy only allows files up to 20 MB, and an STL pack is far bigger than that, so the PDF carries the link to our own server, where there is no such limit.
Step by step, from the moment you pay
- Pay on Etsy. You will see the confirmation page, and Etsy sends you an email titled «Your order from ATF3D».
- Go to your Etsy purchases. On a computer: click your picture, top right, and choose «Purchases and reviews». On the app: the «You» tab, then «Purchases». The «Download files» button in Etsy's email takes you to the same place.
- Click «Download files» next to your order. A PDF named after the product is saved to your device.
- Open the PDF. Whatever reader you already have will do: Edge or Acrobat on Windows, Preview on Mac, a tap on your phone.
- Click the blue link inside the PDF. It is the line starting with
https://nube.atf3d.com/. If your reader will not let you click it, select it, copy it and paste it into your browser's address bar. - Your real file starts downloading, now from our server. It is a
.raror.zipof several gigabytes. - Unzip it and the STL files are inside, ready for your slicer.
Keep that PDF. The link does not expire: as long as you have the PDF you can download your files again as many times as you like, even on a new computer.
Downloading on a phone: better not
The link works on a phone too, but these are several gigabytes and then they have to be unzipped, which phones handle badly.
Our advice: open the PDF on a computer and download there, on Wi-Fi. If it is already on your phone, email the PDF to yourself and open it on the computer.
How to unzip the file
Windows: .zip files open on their own (right click → «Extract all»). For .rar you need 7-Zip or WinRAR, both free.
Mac: double click opens a .zip. For .rar, install The Unarchiver from the App Store.
There is no password. If your program asks for one, the download was cut short: delete it and start again.
I cannot find the PDF on Etsy
It is always under Purchases and reviews in your Etsy account, next to the order. It never gets lost there, even if you delete the email.
If you bought without an Etsy account, sign in with the same email you paid with and Etsy will show you the order.
If you still cannot see it, write to us: with your Etsy order number we will send it again.
The link will not open, or the download keeps stopping
If you opened it inside the Etsy app, open it in a real browser instead (Chrome, Safari, Edge): the in-app viewer sometimes blocks downloads.
If the download stops halfway it is nearly always the connection. Try Wi-Fi, on a computer, and do not close the tab while it runs.
If it still fails, tell us and we will get the file to you another way.
Do I need an account on this site?
No. What you buy on Etsy downloads straight from the link in the PDF, with no sign-up anywhere.
You are welcome to create an account here, but it is for purchases made in this store and for Kickstarter campaigns, not for Etsy orders.
What am I allowed to do with these files?
The same as with anything else you buy from us: print them for yourself as many times as you want. Selling the prints needs a commercial licence, and the files themselves cannot be resold or shared.
It is all explained just below, under Your commercial licence.
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.