Unable to claim free assets – "There was a problem processing your request"

[KamilJa]

Summary

Hello Support Team,

I am unable to claim/checkout free assets on the Fab marketplace. Every time I attempt to complete the process, the following error message appears:

“There was a problem processing your request. Please contact customer service.”

Troubleshooting already attempted:

Tested across multiple devices (Desktop browser and Mobile device).

Tested using both Personal and Professional license tiers.

Cleared browser cache/cookies and attempted via Private/Incognito mode.

The issue persists regardless of the device or license type selected. Could you please inspect my account status or permissions to help resolve this checkout error?

Thank you for your assistance.

What type of bug are you experiencing?

Purchasing

Steps to Reproduce

Navigate to any free asset page on Fab.

Select either a Personal or Professional license.

Click on the button to claim/purchase the asset for free.

Attempt to complete the checkout process.

Expected Result

The order should process successfully, adding the free asset to my account library.

Observed Result

An error banner appears stating: “There was a problem processing your request. Please contact customer service.” The asset is not added to the library.

Platform

Google Chrome, Safari (also tested across mobile browsers)

Operating System

Windows 11, iOS / Android

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[Tyler_X]

I took a look at your account, and I didn’t see anything that immediately stood out as a problem. Can you please reach out to Fab Support so we can properly troubleshoot this with you?

https://support.fab.com/s/?ProductOrigin=FabSupport

[KamilJa]

@Tyler_X Thanks for taking a look.

I actually submitted a ticket through Fab Support right after your response 2 weeks ago, but I haven’t received any reply or follow-up since then.

Unfortunately, the issue is still ongoing. The free assets rotation has already changed, and I am still completely unable to claim any of them—I keep getting the same "There was a problem processing your request. Please contact customer service" error upon checkout.

I’ve just submitted a second ticket to Support. Is there any way this can be escalated or checked on your end? I’ve already missed out on previous limited-time assets because of this bug.

[KamilJa]

Update: All Fixed