Yesterday I came across an strange issue.
Background:
I was 100% sure I had an asset in my library (I used the item in a project) but when I go to the asset page, it wasn’t on my account anymore and offered me to purchase.
It was an Item that I had purchased from 3rd party shop, received a redeem code and used it here to redeem. To be sure I checked the receipt of the item in my email and there it was, along with 20 or more items in same purchase. Some of those items were still in my library but some were removed.
Then I contacted the Unreal Support explaining the issue to them, and they immediately replied the the item was never redeemed and there is no history of it either, So I checked the redeem history in my unreal account and they were right there was no history of it. I even managed to enter the redeem code that I had and add the item to my library.
Unlike the purchases or claim which sends an email to us, redeem does not leave any trace other than the records shown in the redeem history, this gets worse, I checked a few items from other purchases and this wasn’t the only item, there was 20 more items in two other purchases too, that was removed.
This is bad and here is why
1- Some items have redeem code that will expire after a year/6month … , if they get removed from your account you cannot claim them back again.
2- Since there is no trace of the redeem, you cannot prove that you had the item in your library and claimed it before.
3- Some Items were removed by seller and then I can’t prove that I had redeemed the item and it should be in my account because I paid for it.
How to solve this partially
1- We should at least have a weekly report of what we have redeemed, sent to our email address, for book keeping.
2- We should be able to export the list as pdf (preferably signed) so we can prove we had purchased or redeemed the item before, in case the records go missing.
3- Assets removed from seller’s list should stay available to those who purchased it.
4- the Redeem and purchase list should both have link to the asset itself (where it was purchased). The asset that I have purchased before Nov 2024 on Unreal Market, was not migrated to Fab and I have lost access to it because there is no link to it.
Note that Unreal Support team still investigating the issue, and it might solve or will not but if they cannot find the record of redeem, I will lose access to those assets forever since the key was expired and cannot be accessed anymore
