FAQ

With this new platform, our goal is to offer you more and give you the best bespoke 3D printing journey. 

We wanted to welcome you into the Tribe and most importantly welcome you HOME.

Thanks to a dedicated account, no need to archive your files on your hard drive and you'll have easy access to your files from each release you subscribed to.

Plus, you’ll be able to purchase on the site previous releases you may have missed and even more surprises down the line!

Yes, of course. We'll miss you!! The good news is that all the files that you have purchased access to will remain inside your account for as long as we are in business (and we’re not going anywhere!).

If you must leave us, please complete this form before month end* (see exact time below*), and we will cancel your subscription: https://forms.gle/SpY1Ui44EsUi7W717

• *Month end is in France, that is, at 23h55 on the last day of the month, CET (Central European Time / Paris time).
  Not sure what time that is for you? Google 23:55 CET = [a major city in your timezone].

•  If you cancel AFTER 23:55 at month end*, your subscription will CONTINUE for that new month. We will cancel your subscription starting the following month (unless you change your mind, of course).

• PS: If you cancel in the final days of the month, we may not have time to process it before the new month’s charge, but no worries: we will gladly provide a refund within 7 days (usually faster).

Yes, if you unsubscribe from HeroesInfinite.com at any point in the future, you will still have access to your account and to all the files in your library. But if you switch back to Patreon, all the releases you will subscribe to on Patreon (after unsubscribing from HeroesInfinite.com) won't appear in your library on HeroesInfinite.com.

• I AM SUBSCRIBED TO THE Leader Tier 

a. I want to upgrade to the Overlord Tier NOW

1. Please email us to [email protected] with the email subject: “Upgrade to the Overlord Tier immediately”. Please provide your name and the email address associated with your account.
2. We will cancel your current subscription to the Leader Tier and send you an email to confirm that you upgraded to the Overlord Tier for the current month.
3. You will be billed immediately the difference of price between the Leader and Overlord Tier.
4. You will retain access to all your files regardless of your subscription changes.

b. I want to upgrade to the Overlord Tier starting NEXT MONTH

1. Please email us to [email protected] with the email subject: “Upgrade to the Overlord Tier starting next month”. Please provide your name and the email address associated with your account.
2. We will cancel your subscription to the Leader Tier and send you an email to confirm that we upgraded your subscription to the Overlord Tier starting next month.
3. You will be billed the Overlord Tier subscription price starting next month.
4. You will retain access to all your files regardless of your subscription changes.  

•  I AM SUBSCRIBED TO THE Overlord Tier

a. I want to downgrade to the Leader Tier NOW

1. Like on Patreon, you can’t downgrade your Overlord Tier subscription to the Leader Tier for the current month. 

b. I want to downgrade to the Leader Tier starting NEXT MONTH

1. Please email us to [email protected] with the email subject: “Downgrade to the Leader Tier starting next month”. Please provide your name and the email address associated with your account.
2. We will cancel your subscription to the Overlord Tier and send you an email to confirm that we downgraded you to the Leader Tier for next month.
3. You will be billed the Leader Tier subscription price starting the following month.
4. You will retain access to all your files regardless of your subscription changes. 

Go to that blog post: here. The post will provide step-by-step instructions (and a video) to open an account on HeroesInfinite.com

Reminder: When you create your account, please use the same email you are using on Patreon. If not, we won’t be able to give you access to the releases you paid for on Patreon.

After subscribing to HeroesInfinite.com, your account will be created automatically within an hour. You will receive an email with your login details and password (please check your junk and spam folder as it might end up there).

Once your Heroes Infinite account is activated, please make sure to terminate your Patreon subscription to our page by following this link: https://www.patreon.com/pledges

This is to make sure you won’t be charged twice for the same release on HeroesInfinite.com and on Patreon.

If you have been double-billed in error, we’ll fix it! Just email [email protected], and we will refund you within 7 days (normally within 48 hours).

Yes, all STL files from past-month releases you previously paid for on Patreon are available in your library on HeroesInfinite.com.

Yes. Please contact us on Patreon and we will refund you the subscription you paid on Patreon.

You don’t have to subscribe to Heroesinfinite.com and if you prefer, you can stay on Patreon! 

But we firmly believe that you will get a better customer journey on HeroesInfinite.com The platform will allow you to manage and store your STL files online.

Plus, in the coming months, additional benefits will be made available to HeroesInfinite.com that won’t be available anywhere else.

However, our Patreon page will remain active and you can still choose to process your subscription to Heroes Infinite through Patreon instead of HeroesInfinite.com.

The current month files are uploaded between the 1st and the 3rd of the month.
You will receive a notification by email once they are available in your library.

After the 3rd of the month, if you don't see the current month files in your library, please email us at [email protected]

If you subscribe during the month, the current month files will be in your library within 1 hour.

Yes, you can subscribe to our Heroes Infinite page on https://www.heroesinfinite.com/store. 

Please use the same email you were previously using on Patreon.

Please choose the Tier (Leader or Overlord) and once your payment has been accepted, you will have access to the current month’s collection.

The last deadline to subscribe to the current month release is the last day of the month before 11.59 PM CET (Paris Time).

Any subscription after this deadline will be accounted for the following month release.

Please refer to the countdown timer on this page to check how much time is left to subscribe to the current month release.

Please DO NOT SUBSCRIBE AGAIN.

If your payment failed, you will receive an email from our payment provider to let you know that your payment wasn't successful and when we will try to bill you again. Please check with your bank as to why your payment failed  before the rebill date.

For active subscription, payment for the current month is billed between the 1st and the 3rd of the month.
If you haven't been billed for the current month after the 3rd, please email us at [email protected] to check your subscription.

If you subscribe during the month, payment will be taken at checkout, then you will be billed between the 1st and the 3rd the following months.

• To switch method of payment:

1. Click on this link: https://www.heroesinfinite.com/store
2. Choose the tier you are currently subscribed to 
3. Enter your personal information on the checkout page
4. Please use the exact same email address you used to subscribe on Patreon. 
5. Choose your new method of payment
6. Click place your order now

Once done please send us an email to [email protected] and we will cancel the subscription linked to your former method of payment. 

• To update/change your credit card information:
  

Please send us an email to [email protected] with the email subject "update my credit card information" and we will send you a notification through our payment provider to update your credit card information.

If you need to contact us for any reason (general inquiry, billing issue...), you can reach us here or send us an email directly to [email protected] or Click here to chat!