Bought Assets Missing!
tsroemi
Posts: 3,536
So this is really weird, while browsing the shop today I came across Hanako 9 which I bought a while ago and used quite a bit already. She wasn't marked as purchased on her store page, which was already not as it should be. I went over to my product library and searched for her, and she wasn't in my library either! Now that's actually disturbing I feel. It got me so confused that I had to check in my DS to make sure I hadn't confused her with another character. But no, see attached screenshots.
What's going on, has anyone else had this happen to them? I'm kinda worried really, I spent a bit of money on that library of mine. Is it slowly draining away into some digital sinkhole? What should I do?
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Comments
If you are installing with DIM, you can find the product in DIM, and there click on order number.
Thank you, that should help to narrow the problem down at least. It's very weird nevertheless, no? I seem to recall reading about something like this a while ago in the forums, but I can't find the thread.
Did you purchase Hanako directly - or obtain her as part of a purchase of the Character Bundle? Either way it should mark her as purchased under your account although there is more of a chance of something odd going on if you purchased the bundle as it may have failed to cascade the purchased items. For the store page the missing confirmation is sometimes down to caching but I am not sure that would apply for the Product Library page on the store.
You should have recieved an email for the order confirmation so if you have kept that then perhaps check your email history to see if you can find the order record? Perhaps check the one mentioned for the male shapes as it is likely that you may have purchased her in the same transaction?
If you can find some evidence that a purchase is missing then the best route is to raise a Sales Ticket with Daz with as much information as you can possibly supply - an order number and date would be very helpful for them.
Is there any chance you got her using a Premier Membership perk and then let your Premier status expire? A lot of content from being Premier also goes away if you drop out. Just a thought.
The best way would be to look into the email adress you're using for Daz and search for Hanako, to see if you still have the order email.
Another possibility: you bought her, then asked for a refund, then forgot to un-install her then forgot you asked for a refund. You could check the tickets on the support site to see if there is one refund request for Hanako:
https://bugs.daz3d.com/hc/en-us/requests
The search box at the top will look into the title and the content of each request, so you can try to search for Hanako with it.
If you're referring to items "bought" with the free character bundle coupon perk, those stay when you leave Premier. Only the Premier-exclusive core character shapes*, are blocked when you leave. Hanako is a core character that predates Premier tier (released 4/2024), so has no exclusive shape.
*Plus a few Daz Studio tools.
Ah, good to know - at a quick glance I interpreted it as anything you received "free", or as a perk, for being a Premier Member would go away if you dropped that status. It felt wrong, so I am glad to find out it was not as I perceived it.
Hi y'all, thanks so much for your input!
No, I never had premiere membership, and even if I had bought her as part of a bundle, which I don't think I did, she should still show up as an individual asset in my library. Other figures which definitely were bundled do. So it can't be any of that.
I don't keep the sales emails for long, I've just bought too much, i'm afraid; but I'm gonna find the order number in DIM as soon as I can and then check in my order history. I've also raised a ticket. My, but this is worrying me really ...
I've now found at least one other thread from a person who had the same stuff happening to them, I don't know how / if it got resolved: https://www.daz3d.com/forums/discussion/756906/account-not-showing-items-i-ve-purchased .
I also made a thread about this some time back, found below.. And if you read through that thread it seems likely it was related to the store changeover in 2020 at least in my case. Another user also verified that he had lost some things during the transition. But I have not lost anything since then.
https://www.daz3d.com/forums/discussion/711576/anyone-else-been-noticing-that-things-you-know-you-bought-are-suddenly-gone-from-your-library
Ah, didn't see that one, thanks for pointing me to it. I believd Hanako wasn't even out in 2020 though, so the store changes should have nothing to do with it. It's really quite unsettling. I'll post here once I get some feedback on my ticket, in case it happens to anyone else.