- I am attempting to purchase an asset on the Asset Store but my card is being declined.
- I would like to buy an asset, but I am getting an error message and cannot complete the purchase.
- I'm getting the error code 501 when trying to purchase from the Asset Store.
- I see the error code 'ESOCKETTIMEDOUT' when trying to purchase from the Asset Store, what does this mean?
Sometimes transactions can fail during the purchasing process. This can be an inconvenience when you want to purchase something at a certain time. Transaction failures can be for a variety of reasons. These include:
- Incorrect billing details.
- Network issues.
- Using an unsupported payment instrument.
- Your bank blocking the transaction.
There are many potential reasons for a payment failing in the Asset Store. See below for the most common causes and resolutions:
Important: If your transaction has failed but you can see a charge to your credit card, this is likely a pending transaction, meaning Unity have not fully processed the payment.
If you didn't receive an invoice from Unity, it's highly unlikely we have charged you.
The money is essentially in limbo and will return to your account within 72 hours. Please contact your bank for more information.
Billing details not matching the payment instrument:
If you are having problems purchasing an asset on the Asset Store, firstly, check that the billing details listed on your Unity account match those of your credit card. This includes your address, postal/zip code and country.
See the article 'How do I add both the 'Bill To' and 'Ship To' details to my Unity Organization?' for further information about updating these details.
Personal network blocks:
Sometimes, something on your machine can cause a block to our servers. Please make sure that there is nothing blocking the purchase on your own machine set up.
Intermittent network issues:
The error code "ESOCKETTIMEDOUT" may occur after redirecting you back from your bank's security page. Most of these orders are successfully completed within a few minutes. If you do not receive an invoice from Unity, then the transaction failed and you need to try the purchase again.
The error code "501" is caused by intermittent network issues. If you see this error message, try again after a few minutes to see if the order can be completed.
An unsupported payment instrument:
The Asset Store accepts a wide range of payment methods. If your payment instrument is not listed on the store, your transaction will fail. Instead, you will need to use one of the accepted forms of payment:
Many users find that adding their credit card to their PayPal wallet resolves their issue.
This can often be a successful and easy payment form to use. Alipay is also an option for users based in China.
Your bank blocking the transaction:
If none of the above apply, then it is likely that your bank have placed what's known as a 'soft block' on your card. In order to remove this block, you will need to contact your bank directly for more information.
If you continue to have issues purchasing on the Asset Store, please contact us.