- I have requested a refund from a publisher, and they have not replied.
- I need support to work with my asset, but the publisher is not replying to my emails.
- My asset is not working, and I want a refund.
The asset you purchased may not work as expected or look as advertised.
You may need assistance from the asset owner (publisher) to get the asset working correctly, but they are not responding.
It is required that Asset Store publishers provide adequate support for their assets. You must request support directly from the publisher before Unity can intervene.
Unity allows Asset Store publishers 14 days to reply to support and refund requests.
In some cases, responses may be delayed as some popular assets can have a high number of support requests.
If the publisher has not replied to your request for support after 14 days and you have decided to ask for a refund, please contact Customer Service with a dated screenshot of the email sent to the publisher. Our team will then investigate the case and process a refund where appropriate.
If you purchased an asset twice on the same account by mistake and you want a refund for the second purchase, see the Knowledge Base article, 'How do I request a refund on an asset?', for instructions on how to request an automated refund.
Please note that our refund policy is taken from our Asset Store EULA. To find out more information on our terms and conditions, see the link below:
what if you need help and not a refund how long do you wait until you call unity
Thank you for your comment.
If you need some support or technical assistance from an Asset Store publisher and have not had a response immediately, we do advise to allow up to 14 days to give the publisher time to respond.
In the event that the publisher does not get back to you, or using their support website/forum does not help, you can contact Unity Support to step in to help.
I hope this helps. If there is anything else you need in the meantime, please feel free to email us at firstname.lastname@example.org or alternatively, you can submit a ticket via this web form.
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