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Why is my Asset Store payment failing?

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67 comments

  • Fehér István

    I'm just trying to buy some asset in the SpringSale,but I can't, its just drop error code 500, however it locks that money amount of my bankaccount.

    What to do now? The SpringSale ends tomorrow.

    My ticket:

    #812468

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  • Hazel

    @Michael,

    Thanks for your comment. 

    My sincere apologies for any inconvenience caused by transaction failures.

    I've checked that you successfully purchased the asset by changing your payment method to Paypal. 

    For the transactions done via credit card, I confirm that the transactions did not went through successfully. Please contact the card company to find out the reason why the transactions fail. Sometimes, it can be something blocking the card from using it on Unity.

    Please reach out to us via support@unity3d.com if you have any other question or need further assistance in regards to this payment issue. 

     

    @Fehér,

    Thank you for your comments.

    I have checked the ticket submitted and I see that one of my colleague have assist you with your issue.

    Please reach out to us via support@unity3d.com if you have any other questions.

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  • James Mace

    Hi,

    It sounds like I am having the same problem as a few other people here. I attempted to purchase an asset pack using a debit card, and each time it said payment could not be completed. However I have two Pending transactions with my bank for the amount, and no access to the asset. My bank initial gave me a fraud warning, but I accepted the charges as legitimate. I then tried to use PayPal, which also threw up a 'could not complete' error, although that may be an issue with PayPal. I would love to get this issue resolved as soon as possible. Thanks!

    Edit: I was able to get the PayPal transaction to process, so my issue is taken care of, although I would like to confirm that the initial two purchases will not process.

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  • Rory

    Hi James Mace,

    Thanks for contacting us.

    We can help you confirming the other transactions for you. 
    I have created a ticket for you #821020 with this information.

    Expect a reply by the end of today. 

    Thanks in advance. 

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  • shkumbin

    I'm having the same issues can someone from unity check this track support number

    Request #826434

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  • Skim1
    • First Time Experience !!! URGENT
    •  
    • I tried to purchase 3 asset packs(168 usd) and was declined. (Keep in mind I attempted this 5 times)  My card company said that it was run through FIVE TIMES. My bank (very reliable) confirmed that all transactions went through and the money has been taken from my accounts (860 USD) and I haven't received the assets in "My Assets" page. How do I receive these assets and clear the  super extra charge from my card? I've already contacted my bank. They are in the process of reaching out to unity - there is no quick way to contact customer service. No number, only a "ticket forum". 

    Absolutely horrifying experience working with unity assets... 

    • the error message stated:

      "Unfortunately, we are unable to process your transaction at this time. Please double check your billing details, try a new credit card, or contact your bank"

       

      Still no solution, stuck in this situation. BEWARE!!!

       

      All I would like is to have my three assets and charged properly. I've seen that this has affected other people and clearly on Unity's end it has not been resolved...

       

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  • Sveta

    Hello guys,

    I have a payment issue to purchase an asset. Ticket #841743

    Thank you

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  • Jarvis

    Hello there,

    I am sorry to see that you both have payment issues when trying to purchase from the Asset Store recently. I do understand that these issues can be a little frustrating to deal with!

    @Sveta, I can see you have already opened a ticket about this. I have taken ownership of that for you and will be reaching out to you soon.

    @Skim1, I will open a ticket for you so that we can get this sorted. Please be on the look out for an email from Unity shortly.

    If there is anything else you need, please do let us know!

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  • Swagdaddy

    I don't believe that Unity has any right to know my home address.

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  • Derek

    Hello Swagdaddy. 

    Derek from Unity Customer Service here. 

    I can appreciate how you feel on this. A priority of ours is to ensure the safety of information.  

    As I am sure you will understand. Any provider you decide to purchase with will need to ensure the safety of any transaction. This implies we will need to make sure the billing information matches the information attached to your account.

    We also use some information to make sure our customers have the correct tier licensings. 

    I can assure you the information is safe. If you would like to discuss this further. Please feel free to reach out to us at support@unity3d.com 

    I hope this information help clear up any concerns you may have.

    All the best. 

     

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  • Gama Games

    Unity is not accepting my payment on asset store....i have tried 3 credit cards and via paypal too...its just not working....

    Path: https://pay.unity.com/asv2/checkout?orderId=13469195046096&locale=en_US
    Request ID: 6fc3f58d-19e3-4b48-9156-a9a035359255

    Please help

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  • Unity AJ_KR

    Hi Gama Games, 

    Thanks for your comment and sorry to hear that you had an issue with purchase at asset store. 

    Let me take a look at your submitted ticket : 848603 & 848589, and I will give you another update soon. 

     

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  • JuDelCo

    Hi, I just have the same problem, I created a ticket with the number: #953574

    First I tried PayPal but didnt work, so then I tried using my Card and the payment was sucessful, but the same error appeared and now I dont have neither the asset nor my money :(

     

    EDIT: The payment was refunded automatically 30 min after, but I still cant buy the asset !!!

     

    EDIT2: Okay, after some hours of trying different cards, trying paypal, trying in different OS (Linux and Windows), web browsers (Brave, Chrome, Firefox and Edge) and even different devices (Android phones), I managed to purchase the asset finally by restarting the router (???). Maybe the previous assigned dynamic IP was banned for some reason? Sigh...

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  • Joshua Parker

    I have had the same issue. One day, I was able to make purchases, the next I wasn't. I sent an email to Support. It was a fairly large order, over $300.00 The following day I tried to just purchase a couple of the items I was hoping to buy, since they were still on sale. The sale went through fine. I then tried with a couple more items and was blocked again.

    Today, through a series of emails, I have been told over and over again to contact my bank or try a different payment method, even though the email I originally submitted to Support indicated that I had already tried both. I pointed this fact out in the emails I sent back to Support before finally telling them that the same card I needed to call the bank regarding, successfully made over $700.00 worth of purchases on the Unreal Marketplace AFTER I first submitted my issue. 

    I have not hear a response back since. (BTW, I also tried to reset my router and even tried placing my order over my mobile phone network instead of my home internet. No luck.) 

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  • Alessio

    Hi guys,

    I'm having the same payment issues (payment successful, error at the end, no assets and no money).
    I created a ticket: #955431.
    This order is really important to me and SuperSales will end on the 4.

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  • Rory

    Hi Alessio

    Thanks for contacting us. Apologies for the inconvenience with your payment in the Asset Store. 

    Checking your ticket number #955431, I can see that one of the Customer Service agents replied to you yesterday. According to our Technical team, we had a server outage which impacted many of our services including the Asset store among others, that after a couple of hours, the issue was resolved.

    Hope you can make the purchase.

    Do not hesitate contact Customer Service in case you need further assistance. 

     

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  • Rory

    Hi Joshua Parker

    Thanks for contacting us. Apologies for the inconvenience with your payment in the Asset Store. 

    Checkling the system, I was able to find your ticket #952896 and I can see that one of the Customer Service agents replied to you on Monday this week with a couple of suggestions that you have followed with any luck. Sorry for this. 

    I know that this can be frustrating but sometimes its difficult to find the real cause for payments failures, it can be the bank issuer, the VPN or a Unity issue. 

    If there is anything else you need, please do let us know!

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  • Stas

    This transaction was flagged for additional review. You will be contacted by a Unity representative in the event we require additional information.[ERR:80.133.194]

    Different browsers, cards, paypal, cell network with new IP - all the same. Of course nobody "will be contacted by a Unity representative" and nobody will answer support ticket. Only working solution is to use Unreal Engine instead.

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  • Devon Mitchell

    Transaction flagged.  I've sent a request in to Unity support.  Hopefully they get back to me before the sale is over.

    Tried Firefox (credit card + paypal) and Edge (credit card + paypal).  No VPN.  Private FireFox browser doesn't work either, neither does a normal window.

    Tried several times now with different combinations of things.

    Can anyone help with this?

    1
  • Joshua Parker

    Ok, first of all, since I learned this the hard way: expect this during sales. Second: with these sales, if anything is marked as being FREE, buy it separately. For some reason, a sale of zero dollars can be flagged as fraud. Your bank may tell you this or maybe even the vendor. After spending considerable time with either one on the phone to resolve this, the only thing left to do is wait. You will likely not be able to complete your purchase until a day or two after your issue is "resolved." There's no point in fighting this. You will only frustrate yourself and neither the vendor or your bank can do any more for you. With any luck, you won't miss the sales entirely.

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  • David Al-Said

    Same problem here.
    Can't use both credit card and PayPal to purchase an asset. I hope it'll get resolved before the sale ends.
    My ticket is #969331

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  • Walter Semelshtein

    Cannot buy from the asset store, I'd buy an asset a few weeks ago and now, after try to pay, this url gives me a connection error.
    https://centinelapi.cardinalcommerce.com/V2/Cruise/StepUp
    Is this a security issue? thanks.

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  • GG Nics

    Hi,

    I bought an asset from unity using this email and I did get charged from it, However I did not received the asset and get an error it says "Unfortunately, we are unable to process your transaction at this time. Please double check your billing details, try a new credit card, or contact your bank." I have more than $15 on my account so why the asset did not reflect to my account? Please kindly help asap. I also request for an assistance for this you can check my ticket #978418 I did not know using a VPN can cause issues. Please kindly fix this. I want to use that asset for my game thanks! Hope some angel can help me.
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  • Unity AJ_KR

    Hi David, 

    Apologies for the delayed response! We have had a high volume of support tickets recently, so haven't been able to get to your question as quick as we would have liked!

    I've checked that one of our colleagues took your submitted ticket : 969331

    Hi Walter, 

    I can see your first two transaction attempts but it appears that our payment provider returned an error code of ‘Open’ for your payment method but you purchased the same asset later. Please let us know if you need any further assistance. 

    Hi GG nics,

    I've checked that your ticket is currently handled by one of our colleagues. Thank you for letting us know this. 

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  • Jarvis Hill

    This is ridiculous. I called my bank. Had them confirm that I'm able to purchase the assets that are on sale. They even sat on the phone with me while I tried to make a purchase. I confirmed all my billing information with my bank while they were on the phone. Yet unity keeps telling me to double check my billing details. What's going on. I don't want to miss the sale.

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  • Richard Pearson

    Same problem, cannot purchase from asset store via Paypal. I've sent an email to support with the code.

    80.133.194

    This transaction was flagged for additional review. You will be contacted by a Unity representative in approximately one business day.[ERR:80.133.194]

     

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  • Jarvis

    Hello Richard,

    Thank you for your comment. I am sorry to hear that you have had an issue purchasing from our Asset Store. I do understand how these things can cause some inconvenience for you.

    I can see that you have submitted a ticket with our team, so we will pick that up for you shortly and be in touch in due course.

    I hope that this is reassuring for you and if there is anything else you need in the meantime, please feel free to email us at support@unity3d.com or alternatively, you can submit a ticket via this web form.

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  • James Cressler

    Been on the phone for over an hour with my bank trying to figure out the problems. Constantly marked as fraud, finally get past the fraud block problems with my bank and i STILL can't purchase what I want for the Sale. I'm a new user and this has been extremely frustrating. Do you all not wish to cater to US customers? Why make a process so ridiculously difficult, frustrating, and time consuming for people who just want to give you their money? Here's my support ticket yada yada yada  #1146422

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  • James Cressler

    WOW, i now have THREE PENDING CHARGES ON MY BANK STATEMENT from you all even when it said each time the transaction was unable to process

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  • Ingrid

    Hi James,

    Thanks for reaching out.

    I am so sorry to hear about your payment issue. I am investigating the failure of these orders for you in your ticket #1146422. I will back to you via the ticket as soon as possible.

    Thank you for your patience. Sorry again for the confusion.

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