GENERAL REFUNDS THREAD

Not exactly sure if it's now the work week there, but is someone from support still going to post? I haven't received any e-mail back from my reply to the support response, so I'm just stuck waiting at the moment without any idea what the issue actually is.

 

So I was one of the few who pre-ordered Unity 5 Pro through Studica, and I'm interested in keeping my pro license for the added benefits. However, I contacted a Unity rep earlier last week and have just been been told that if you did buy the license through Studica then you "are not considered Standard pro Users and are not entitled to the same benefits"

This includes no access to Asset Store level 11 even though is is advertised on their website
http://www.studica.com/uk/en/unity/...-software-student-commercial/u5-100135-1.html

I was hoping this would have been an oversight, but I have attached the e-mail confirming this. Can someone from Unity please comment on this as this is quite a large deception if true. Also, can we get a list of everything we "are not entitled to" if this is the case.

Edit: It seems that this is indeed the case. Anything that was added to Pro when Unity 5 was launched is not available to Pro users who purchased through Studica. This leaves close to no difference between the "personal" and student/faculty version of Pro, and is definitely not worth the $750 price tag.

Edit2: As it turns out, my license did cover Level 11 access, however you must sign up using the e-mail address shown on your invoice and use that account to access the asset store, the account your license is attached to is ignored. I'm not sure how- but apparently my Pro license was different to others, who still aren't getting Level 11 access..

 

That is interesting because the EULA does not define the Educational Commercial license so this is probably something you take up with Studica and get a refund.

 

Hi, let me look this up. Am currently investigating other Studica-related inquiries.

 

Oh. I went for it early so I got my process confirmation last tuesday night, but I did give a debit card :s

 

Interestingly, I've got a studica full commericial license as well, and I do get access to level 11.

Edit: not the unity5 upgrade; the full unity5 pre-order

 

@Graham Dunnett , I think people have got this message.
The reason we are contacting Unity support is that Studica, according to my experience and that of other people in this thread are responding that they will not give refunds, hence we need someone in Unity to escalate the case.

 

So what about users who purchased Unity through Paypal?

 

I have the same license as you. I pre-ordered Unity 5 when it was announced, not upgrading from any previous version. This just adds more confusion on my part..

 

@Michael_B Have you seen this thread for other people having student pro issues?

http://forum.unity3d.com/threads/studica-unity-5-pro-licence-isnt-the-full-pro-licence.308720/

 

I have received a reply. Something you said does concern me a bit, however. The card I originally used to purchase unity had to be replaced by my bank because of a home depot hack last year. Since it's not the original card, could this be part of the issue?

Also, sorry if I'm coming off as irritated or impatient. I'm more trying to be helpful than anything else.

 

I'm having trouble with this, too.
Starting last week with a notice that said someone from unity has been informed about the issue, so i waited a little longer and since friday a messeage that said there was i problem and if it persists contact the support, what i did today.

Now i found this thread and if

is true, then

is of concern for me, too, since i also preordered U5 with paypal.

 

Well, I have contacted both sales and student-support on this exact issue several days ago and am still waiting for an answer.
While I originally bought a "Commercial Use Unity 4 Pro Student License" (see http://www.studica.com/us/unity/unity-pro-5-game-development-software-student-commercial.html) at studica.com (License key starting with R3...), I decided to upgrade to Unity 5 last year and thus pre-ordered an upgrade to Unity Pro 5 at studica as well.

I definitely have no access to the Level 11 Sale items (as I currently only see the normal store prices for these items).

Michael

 

Yes, saw the thread, does not seem reassuring, though...

Michael

 

it seems like this is another case of each company saying you have to talk to the other. is there not a way that unity finance team could talk on our behalf, at the moment im not even sure if we are entitled to a refund because studica are saying no and unity are saying yes. who is correct? and more importantly if we are entitled to a refund who's going to sort it out and stop giving us the old loop around method until we eventually give up.

 

Just wanted to add, and I'm not sure this has been said enough, I greatly appreciate the responses from the team as far as these issues go and I'm in no hurry to receive my refund, just to get these errors cleared up and worked through. You bunch at Unity are awesome, and I'm super excited about jumping back into Unity now that 5 has been released. You all deserve a big round of applause for the amazing work you've done with the engine, and from being so awesome when it comes to support issues like this.

I'm not asking for a refund to in any way jump ship, Unity is great.

 

Looks like I'm not the only one with this issue then. That page also mentions we should get access to Asset Store Level 11 (and also mentions that we should be getting source code access, which is usually not included)
I guess the best idea would be to pursue a refund from Studica as it is falsely advertised.

 

@reptilebeats The email I was copied in on was clearly a 'can you get this refund sorted', and Studica responded that yes they would work to get my refund sorted.
So as @Reevezy found further up in the thread student refunds for R or U serial no. Unity 5 pre orders are going to be refunded. Like you I don't understand how it can be so hard for @StudicaMKTG to let their employees know what is now going on after the initial period of confusion.

@Michael_B Reads to me like the same Unity support confusion over EDU vs single user licenses I saw. I can see the level 11 items for free in my student pro account, although as I am going for a refund I obviously haven't clicked on any of them.

 

Source code access has to be a mistake by who ever put that up. Unity's new UI I think is open source but the bulk is closed source.

 

Source code access is definitely not included. That's an expensive enterprise thing for all i know.

They just went full silly by copying the pro vs free comparison page and ignoring the dollar signs at source code access and premium support.

 

well i will give it a couple days for unity to email me saying i have to speak to studica, then i will call studica and they will hopefully if im lucky tell me to talk back to unity again yay

 

could you also look into studica uk refunds as im getting no where with them, except them saying to contact unity again

 

@TrentSterling wow thanks for quoting that, I completely missed that line. @Graham Dunnett I'm pretty sure my debit card was cancelled and replaced over the summer sometime after I had purchased unity. Am I totally screwed?

That card is inactive / doesn't exist, because my card was cloned at a very shady pizza place. Am I gonna have to collect my $600 from busted italian pizza maker knee caps?

 

Yes I also am waiting about the paypal... clearly the credit card interface is not going to work if the license was bought via paypal. do we have to follow some other avenue to get the refund? I would think either a paypal refund can be done `manually` or Unity can send a check in the mail or something?

 

Let's hope there are manual options lol.

 

I can't go back to the form because it's been processed already and I should get my refund between 5-7 business days last tuesday (so, within a few days from now assuming I did stuff correctly)

Are you saying I need to give UT both cards or that giving them the new card number will suffice? That 'can only refund through the card used to pay' wording is scary stuff, Graham. I think my card was going to actually expire in October before it was cancelled because of fraudulent charges. I would have been screwed even without the evil pizza place intervening! Geez, life, why you gotta be like that?

 

Just to be clear, the process I followed so far has been:

1. Go To FAQ
2. Follow Link in FAQ for a refund, fill out
3. Recieve e-mail saying refund was approved with link to refund form asking for financial info
4. On refund form, enter in current card
5. Get error message stating "Something went wrong with your automatic refund. - Please try again. If the problem persists, please contact support."
6. Repeat 4-5
7. Contact support here and via e-mail

I initially bought Unity with a card issued from the same bank, associated with the same bank account.

So when you say "added to the refund form, you're just talking about this page, correct?


If so, I have tried 3 different cards from 2 different banks, both Visa cards, on this form, getting the same error message each time. I'm just very confused as to where the issue is happening and what's causing it.

 

@WilliamBNewton could you post the error message you are receiving?

 

@martinvium
It doesn't give me a message other than this pink box:



This is what I get sent to directly after filling out the refund form that I am directed to from this page (without the pink box).

 

OK, this specific message is because your refund has been locked down due to a failed attempt. I'll clear up the error message so it is less confusing.

Basically you need to forward the message (if you haven't already) to support, so they can manually verify and unlock your request (manual overhead, could take some time).

In any case, there is nothing unexpected here, we just can't risk doing multiple payouts. Once a payment attempt is initiated, it's locked down until manually processed. It's a bit inconvenient, but a necessary precaution.

 

I've sent an e-mail to support. However, there is one unexpected thing here, why did it fail in the first place in order to go into a locked state? My card info was entered correctly the first time I entered it.

 

There could be multiple reasons, there is address verification and other aspects of the credit card transaction that could fail. I will take a closer look at your support ticket and maybe i can share more details offline.

 

this is just becoming a joke now, rang studica uk back and there saying they have people in unity that they have been talking to and they are not issuing refunds.

 

Studica phone call Quote "we dont know why unity are telling you to get a refund from us because we do not give out refunds, we have discussed this with Unity already so we do not know who has been telling you otherwise but we will never give a refund on downloaded items" pretty much went like that.

 

So you were lucky and got in the while(true) loop. Interesting to see they are very persistent in this matter.

@Graham Dunnett could we get some contact details of a Unity representative to contact about this? Maybe to get into a list or something, which could be sent to Studica directly - just so they know that there is a misunderstanding somewhere and we can move on.

 

Well, I wouldn't need any refund if someone would explain why I am unable to get any Level 11 assets...

Michael

 

Pick a card, any card!

My balance reflects the refund now. There was no issue providing a different debit card. After being notified of the successful processing, it took exactly 5 business days to show.

Hopefully that'll unworry some people.

 

awesome i will await for your replay

 

Looks like I'll be emailing support again. I still haven't gotten a response/ticket number from them from earlier.

 

A bit of an update, I received another e-mail saying
"I Have spoken to the Unity employees that deal with studica and we are in the process of dealing with this."

I'm not sure what this means, does this mean that we are entitled to what is advertised or are they going to remove certain services from the studica license?

I'd rather keep my license too if we were to receive the same benefits as standard pro..

 

Me too. I bought a commercial pro license at a discount and even if "pro" means something different now, I'd really like to keep it.

 

If this is the case then simply asking for a refund and re-purchasing a license from Studica would solve the issue we're having? It has now launched, therefore we'll receive a "launch" license?
As it seems people who purchased Unity 5 directly through the Unity store before it launched currently have access to Level 11, why is there an inconsistency with people who pre-ordered the license through Studica?

This is incredibly confusing and seems like we have to jump through hurdles to get the same benefits as everyone else.