Fab Purchasing issues, "Looks like something went wrong. For your protection, this transaction has been declined. Please try another card or other payment methods."

[MacLaren]

Summary

Hello, I last bought a product from Fab marketplace on June 19th, then I tried to buy another one on June 20th, but I got the error Looks like something went wrong. For your protection, this transaction has been declined. Please try another card or other payment methods. I sent an email to Fab support but they said they couldn’t do anything for me. Then I sent an email again and they said they couldn’t do anything.

I researched on forums and the internet, tried all possible solutions, tried all the methods I could find on the internet, tried 5 different cards, called my bank, deleted cookies, uninstalled and reinstalled the browser, tried on another computer, with another internet line, tried on my mobile phone.

The problem is not solved in any way and fab support officials do not make any effort to solve the problem, they just ignore the problem with copy paste answers and victimize me.

I want something to be done to fix the problem. There are many people like me who have the same problem.

I’ve been trying again every day for almost a week, hoping that the problem will be resolved and I can continue my work.

What type of bug are you experiencing?

Purchasing

URL where the bug was encountered

Voxel Plugin Pro Legacy

Steps to Reproduce

Buy a discounted product - Try to buy a product again after 1 day

Expected Result

Looks like something went wrong. For your protection, this transaction has been declined. Please try another card or other payment methods. Error Message

Observed Result

Purchase issue not resolved by Fab support staff for almost 6 months

Platform

Chrome , Edge , Opera , Brave , Onion , Yandex

Operating System

Windows 11 Pro , Windows 10 Pro

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[MacLaren]

When will the problem be solved please help

[Kelend79]

I’m having the same issue

[MacLaren]

@SkyeEden1
@skfabby
please help

[Immersive-Games]

Maybe it is time to try another tack… try contacting the sellers direct. After all, the only real thing they are selling you, as a Unreal Compliant Product, are Material shaders.

[Bug-Reporter]

EMP-17441 has been ‘Backlogged’. This is an issue we’d like to address in the future.

[MacLaren]

My problem is not solved

[2knew]

This just randomly hit me as well. Multiple good cards from different banks, all declined.

EDIT: I seem to be fixed, also randomly? I’ll put what I did below for anyone else to try.

• Waited a couple days, tried again successfully purchasing something else entirely
• Have not retried any buying of the three items that were in the stalled cart
• Successful attempt was on a windows 10 machine, previous failures were on a MBP.
• before making the paid purchase, I deliberately “bought” a free asset I did not need
• made the second paid purchase using “buy now” bypassing cart.
• suspect something had flagged my account (crappy fraud heuristics?) but it may have been related to one of the three things I tried to purchase, or the cart itself. Who knows.

[LizzySphinx]

Hi all,

Thanks for reaching out.
If you are experiencing any billing issues, please reach out to support:
https://support.fab.com/s/?ProductOrigin=FabSupport
The folks there can help sort this out.

Thanks!

[MacLaren]

I contacted them three times, but they kept responding that they couldn’t do anything. I can provide images of all three support tickets if needed. It’s truly disappointing that Epic Games has failed to resolve such a straightforward issue.

[MacLaren]

Day 37. My problem is still not solved. I sent the 5th support email, but they do not provide a solution.

[2knew]

Whatever swarm of bugs they have on the backend of the cart are still in charge - I’m having the same issue AGAIN. Tried 2 cards on 2 different computers, 2 different O/S.

Sitting here with a cart full of items I would gladly purchase, and I am certain the artists who created these assets would love to get paid, but FML, they make it hard to be a customer…

EDIT: Tried what I did last time - “bought” a free asset, then tried to use “buy now” on one of the items, but was still shot down “for my protection”. I’ll give it another try in a day or so and then approach the artists of these assets directly, I guess. I’d REALLY like to manage as many of the assets as I can in the unreal ecosystem, but…

[JumpyDeTortoise]

I’m having the exact same issue. I cant seem to figure out a fix at all. I’ve waited 24Hrs and tried many different payment methods. does not make sense at all.

[MacLaren]

Have you made any purchases within the period up to 1 month before the issue arose?
I’ve struggled with this problem long enough to understand its logic.

If you are one of those lucky people who buy a product, the system marks you and this mark lasts 30 days for it to disappear. This means you can buy a product again 30 days after your last successful purchase. If you are one of those lucky people who are experiencing this problem, I recommend that you buy the products you want in bulk in 30-day periods to minimize the damage this problem will cause to your project because Epic Games officials have no intention of dealing with this problem.

[2knew]

I’ve made purchases most months in the past year. I made a purchase less than a week before it locked me out again, so I don’t think the 30 day theory holds.

I did get an email from support telling me it might be my VPN or ad-blocker and that I should wait a couple days and try without either enabled. I have made many purchases in the past year from VPN’d connections, so this may be true, but is frustrating as hell. They also said they have NO ability to affect the cart logic. Clearly it is a third party with questionable fraud heuristics.

Third party or not, they are preventing access to Epic services on behalf of Epic. This should be managed correctly, and it does not seem to be when a person can make numerous successful transactions where a purchase is made using the same credit card for the same account over and over, yet suddenly gets blocked.

This damages my confidence overall in Epic as a company I will need to depend on, should I ship something built on URE.

[Edit to tag @LizzySphinx, since they replied above on behalf of Epic. ]
[Edit 2: per support’s request, I have retried the sale after 2 days, using no VPN and no blocker. Same stupid message. The fact that Epic is unable to manage their own web store troubles me greatly. I love what URE can do, but it begins to taste like the fruit of a poisoned tree…]
[Edit 3: Based on what worked for someone else, I tried logging into paypal on a clean edge install, and then attempted to pay via paypal in a new tab on the same browser instance. It failed in various ways “Unable to contact Paypal” initially, before falling back to the “Looks like something went wrong.. “ text. I have never in my life tried so hard to give a company money. I’m done. looking for an asset exporter ATM.]