Hello Epic Games Team,
I am a long-time Unreal Engine Marketplace / Fab publisher, and I am requesting assistance with a serious financial issue that has remained unresolved despite months of communication with Fab Support.
Background
Two seller payouts issued in July and August 2025 were held by my bank in Kazakhstan for approximately 180 days due to currency control procedures.
My bank subsequently confirmed in writing through its banking app that both payments had been returned to the original sender in February and March 2026.
These payments were originally issued through Epic’s previous payment system, before my transition to Hyperwallet. This distinction is important because the returned funds may have reached the original payment processor rather than the current Hyperwallet system.
Timeline of my communications with Epic Games
- January 14, 2026: Epic’s Finance team identified both original transfers and provided their UETR tracking references.
- March 31, 2026: Fab Support informed me that failed payments could take up to 120 days to return and be credited back to a seller’s balance.
- May 7, 2026: Fab Support confirmed that my case had been forwarded to the Finance team for further investigation.
- June–August 2026: I repeatedly requested updates but received only general statements that the investigation was ongoing.
- August 6, 2026: Support explicitly stated that it could not provide any timeframe for resolving the issue.
- October 1, 2026: Support informed me that another inquiry had been submitted to the internal team.
- November 4, 2026: Almost six months after the May escalation, Support again informed me that a new inquiry had been submitted to check on the investigation’s progress.
My concern
Despite nearly six months of waiting since the latest Finance escalation, I have not received any concrete findings, confirmation of where the returned funds are, or evidence of a completed bank-level investigation.
I understand that international payment investigations can be complicated, particularly when payment providers have changed. However, the complete lack of substantive information after this much time is deeply concerning.
I have generally had positive experiences with Epic Games Support in the past. Unfortunately, this particular case appears to have become stuck in an internal escalation process without a clear resolution path.
What I am requesting
I am asking for assistance from an Epic Games representative who can escalate this matter beyond regular Fab Support to a responsible Finance or Treasury manager.
I would particularly appreciate clarification of the following:
- Have the returned payments been located by Epic Games or the original payment processor?
- Has the original sending bank or payment processor been contacted to trace the returned funds?
- Has a formal bank-level investigation been initiated using the UETR references already identified by Epic’s Finance team?
- What specific investigation actions have been completed since May 7, 2026?
- Can a responsible manager review this case and provide a concrete action plan?
@SkyeEden, I would greatly appreciate your assistance in directing this issue to the appropriate person within Epic Games.
I am not asking for special treatment or an immediate payment without investigation. I am simply asking for transparency, accountability, and meaningful progress toward resolving this long-standing issue.
Thank you for your attention.