Most assets appear in your account within minutes, but delays can occur due to payment failure, processing delays up to six hours, or maintenance outages. If checkout errors occur, the transaction didn’t go through, and bank holds may take up to 72 hours to release. If purchase succeeded but asset is missing, wait six hours or download via "Open in Unity." To refresh entitlement, follow steps in your Unity account. Contact Customer Experience with your order number if issues persist. ✨️
Cause:
Most assets appear in your account within a few minutes of purchase. When one does not, it is usually for one of these reasons:
The payment failed. This is the most common cause, often because your bank blocked the transaction or a VPN interfered with processing.
Processing delay. A purchased asset can take up to six hours to appear.
Maintenance or an outage. Ongoing maintenance or outages can temporarily impact asset availability. Check Unity Service Status for updates.
Resolution:
If you saw an error at checkout
The transaction did not go through. Any amount showing on your statement is an authorization attempt, not a charge from Unity.
Most banks release the hold within a few hours, but it can take up to 72 hours for the funds to return to your available balance. Contact your bank if you want to confirm the amount has been released before you try again.
Before retrying, read the Unity Knowledge Base article, Why is my Asset Store purchase attempt failing?, so the second attempt does not fail the same way.
If you saw no error and the purchase succeeded
Wait up to six hours for the asset to appear under My Assets.
Even if the asset has not been added to your My Assets section, you can go ahead and download it from your order section by clicking on the Open in Unity button to download it straight away.
Make sure you already have the Unity project open for the Open in Unity button to work.
If it still has not appeared, refresh your entitlement:
- Sign in at id.unity.com.
- Select Organizations to the left of the screen.
- Select the organization you purchased the asset in.
- Select Asset Management.
- Select Manage Seats to the right of the asset that is not appearing.
- Select the checkbox next to your email address, then select Revoke seat(s).
- Select Assign seat(s) to reinstate the entitlement.
If none of the steps above resolves it Contact the Customer Experience team with your order number.