MARKETPLACE FREQUENTLY ASKED QUESTIONS

 

GENERAL FAQ

  • What is the Marketplace?

    The Marketplace is the e-commerce platform through which content creators connect with developers using Unreal Engine 4 by providing a wealth of game-ready content and code.

  • How do I notify Epic of a bug I’ve found using the Marketplace?

    To submit a bug report please use the Bug Report form.

  • How do I provide Epic feedback about my experience using the Marketplace?

    To submit feedback please use the Marketplace Feedback Form.

 

CUSTOMER FAQ

  • What can I do if I’m having trouble downloading a Marketplace product I’ve purchased?

    1. Restart the Epic Games Launcher (here’s the Launcher if you need it)
    2. Log in to the Epic Games account you purchased the Marketplace product with
    3. Navigate to the Library tab of the Unreal Engine section of the Launcher and the product should be in the Vault section ready to be downloaded
       

    If you’re still having trouble downloading the product after following the steps listed above, please email marketplace-support@unrealengine.com with the email address associated with your account, the Order ID of the purchase, and any relevant screenshots of the issue.

Billing

  • What forms of payment are accepted?

    We accept Paypal as well as credit and debit cards bearing the VISA, MasterCard, JCB, Discover, American Express or Diners brands. A more extensive list of accepted forms of payment can be found here.

    Debit cards that require PIN entry are not accepted.

  • What billing information does Epic store?

    Epic stores your name, billing address, and email address. Epic does not store credit or debit card information in our systems. We contract with a Level 1 PCI compliant company, Chase Paymentech, one of the largest and most trusted payment providers, to store customer payment information.

  • How do I receive a receipt of any transaction?

    You will receive receipts for all transactions via email. You can also access your payment history from your personal dashboard, or you can request a more detailed invoice that includes company and VAT information by completing this form.

Usage Rights

  • How can I use the products I’ve purchased from the Marketplace or Learn Tab?

    Besides using them for learning, experimenting, or prototyping, you may use Marketplace products in your own shipped products. However, you can’t sell or sublicense Marketplace content to other developers for use in their products, e.g. via website or ecommerce mechanism built into a 3D development tool.

  • Can I modify the products that I purchase?

    Yes, you are free to modify any product you purchase from the Marketplace.

  • Can I use these products in other gaming engines, like Source or Unity?

    Only Marketplace products that have not been created by Epic Games can be used in other engines. Be sure to provide appropriate credit and pay any royalties that may accrue. Please note that products purchased from the Marketplace cannot be sold back to the Marketplace after alteration.

  • Can I share products with my team?

    Yes, you can share Marketplace products with your team but only for the limited purpose of the project that you are jointly developing. Content pooling or sharing products between developers outside of your organization is prohibited. Team members also cannot use products in an unlimited fashion for their own projects.

Refunds

  • What is the Marketplace refund policy?

    When we receive a refund request, our immediate response is to examine the issue to determine if it's something Epic or the publisher can fix. If the product has a technical issue, the screenshots or video are misleading, or the publisher isn't responding to requests for support, we'll gather all the information we can and contact the publisher directly.

    If the publisher is unable to respond or address the issue within 3 business days, we'll grant the refund, and request that the publisher update their product with the feedback we receive.

  • How do I request a refund for a Marketplace product I’ve purchased?

    After reaching out to the publisher at their listed support email address for troubleshooting, you may contact the Marketplace Team by completing the Refund Request Form.

    In the case of bugs or technical issues, please provide a detailed description of the issues by including screenshots, videos, system logs, and/or reproduction steps in order for the support team to replicate the experiences. Please also include any suggestions or support provided by the developer.

  • Can I directly contact the publisher for a refund?

    Yes, publishers can choose to override our decision to not refund a product. If you have an issue with a product, we recommend reaching out to the publisher first. If the issue cannot be resolved or the publisher agrees to the refund we must receive an email from the publisher to give us permission to grant the refund for the purchase, along with a filled out refund request form from you.
     

PUBLISHER FAQ

Submission

  • How do I submit a new product for approval of Marketplace publishing rights?

    1. Create a publisher profile with your Epic account
    2. Ensure all of your payout and tax information has been filled out
    3. On the My Products page, click the ADD PRODUCT button
    4. On the Add Product page, complete all the required fields in the Media, Information, and Files sections
    5. Click SUBMIT FOR APPROVAL
  • What’s required of products submitted to the Marketplace?

    The Marketplace Guidelines are a detailed listing of what’s expected of products, content, publishers and customers using the Marketplace. For information on the submission process in particular, the Product Guidelines cover what’s required of products and their associated information in the Publisher Portal, while the Content Guidelines cover what’s required of the actual Unreal Engine files and content distributed to customers when they purchase a product.

  • What will my submission be reviewed for?

    In order to be approved for publishing rights, products submitted to the Marketplace must:

    • Function as advertised
    • Pass a technical and functional review to ensure quality of work
    • Add overall value to the Marketplace
  • When my submission is pending approval, what happens next?

    We’ll begin the review of your product within 15 business days of its initial submission. After the first round of reviews is complete, we’ll contact you to inform you of the next steps for your submission whether it’s rejected, approved, or needs changes.

  • Why was my submission rejected?

    Submissions are rejected from the Marketplace for a variety of reasons including but not limited to:

    1. Legal issues
    2. General lack of quality
    3. Easily reproduced assets
    4. Product is incomplete
    5. Product doesn’t function as advertised
       

    In most cases a review sheet will have been sent to you to outline what checks might have failed and what could be improved in the future. We certainly encourage anyone who has had their product rejected to try to make those changes and resubmit.

  • Who is responsible for testing and QA of my products?

    Upon initial submission and approval, Epic will review your product to ensure it functions as advertised in the latest major engine version. Once the product has been approved, you're responsible for all further quality assurance testing to ensure the best possible end user experience is maintained.

Publishing

  • When will my product be published?

    After it has been approved by Epic, you can publish your product to the Marketplace at a time of your choosing from the My Products page of the Publisher Portal.

    While your product is approved but not published, you can make and save changes to text and images, but if you need to make changes to product files before publishing, please email marketplace-support@unrealengine.com.

  • Can I download my own product from the Epic Games Launcher after I publish it?

    Yes, you’ll be granted entitlements to your product as soon as it’s published. If you’d like to test your product’s downloadable files, restart the Epic Games Launcher, find your product in the Marketplace Vault, and click Add to Project, Create Project, or Install to Engine (depending on the product type).

  • Can I remove my published product from the Marketplace?

    You can conceal your product view or further sale at any time by going into the Publisher Portal, selecting your product, and clicking HIDE. Those who have already purchased your product can continue to download its files, but other customers cannot purchase your product while it’s hidden. At any time you can click PUBLISH to unhide your product and make it available for sale again.

Support

  • What level of support of my product am I responsible for?

    Publishers are expected to ensure their products function as advertised, as well as assist customers who report issues using their products to the best of their ability. If you're going to provide content to developers using the Marketplace, the most important thing you can do besides doing great work is to be approachable, responsive, and respectful toward others. Be proud of the work you do, and keep supporting your products and the people that use them.

  • What can I do if I need help assisting a customer?

    If at any point you’re unable to help a customer with their situation or need to escalate a particular complaint please email marketplace-support@unrealengine.com.

  • Am I responsible for updating my products’ Supported Engine Versions?

    While we do encourage you to keep your products’ engine compatibility up-to-date for the ease and convenience of your customers, we only require that products are compatible with the latest major engine version upon initial submission and approval. If you’re no longer updating one of your products for any reason, please be sure to clarify this on your product page. It’s ultimately up to you to ensure that you are providing support for your product to function as it is described.

  • If I want my product to support a new major engine version, do I need to submit a File Update?

    If your pre-existing product files can be opened in the newest engine version with no issues, you only need to add that engine version to the latest Project Version’s Supported Engine Versions and click SAVE CHANGES, which instantly updates the product. If your product needs a new Project Version with a different set of files to support the newest engine version, you’ll need to submit a File Update, which Epic will then complete.

  • How do I submit a File Update for my published product?

    You may submit an update to your product's downloadable files by following these steps:

    1. On the My Products page, open the product you wish to update
    2. Scroll down to the Product Files section and click SUBMIT FILE UPDATE
    3. Make one or more of the following changes on the Submit File Update page:
      • Create a new Project Version (to upload files for a new version of your project)
      • Change the Project File Link of a pre-existing Project Version (to replace the files for Engine Versions your product already supports)
      • Change the Distribution Method (from Asset Pack to Complete Project or vice versa, if your product is not a Code Plugin)
    4. Click SUBMIT
       

    Once a new build has been generated for your product's downloadable files, Epic will complete the File Update to distribute the new build accordingly and notify you.

  • How do I update my product’s media and/or information?

    You may update your product's images, title, price, short/long description, technical information, or supported engine versions instantly by following these steps:

    1. On the My Products page, open the product you wish to update
    2. Make one or more changes to editable fields in the Media, Information, and Files sections
    3. Click SAVE CHANGES

Payouts

  • When do I get paid?

    So long as the total amount due to you is at least $100 USD at the end of the calendar month, Epic will pay you by electronic funds transfer 45 days later.

  • How do I change my financial information?

    You may update your financial information in the Payout Info tab of the Publisher Portal settings page. If the Payout Info tab is locked, please email marketplace-support@unrealengine.com from the primary email address associated with your publisher profile to request an unlock. Once you’ve made the desired changes, click SUBMIT at the bottom of the page.

  • What do I need for my tax information?

    All publishers must provide their full legal name and address in the Tax Info tab of the Publisher Portal settings page. Domestic publishers must also upload a W-9 form and provide their SSN or EIN. If you need assistance in completing your tax information, please email marketplace-support@unrealengine.com.

  • What happens in cases of fraud?

    While we do our best to prevent fraud as much as possible, fraudulent purchases happen from time to time as they do on any online store. When a fraudulent purchase of your product is identified, the purchase is immediately refunded, and you’ll be notified within 2-3 business days.

Distribution

  • What is the Marketplace Distribution Agreement?

    The Marketplace Distribution Agreement is a legal document that explains your rights and obligations related to Epic’s resale and distribution of your digital content through Epic’s proprietary online Marketplace.

  • What are my rights after agreeing to have my product sold on the Marketplace?

    You’re granting Epic a non-exclusive right to distribute your product via the Marketplace and use it in marketing. You retain ownership of your work, and you’re free to redistribute it through other channels, including other online stores, or directly to customers. You may also hide your published product from view and further sales using the Publisher Portal, but we reserve the right to allow customers who have already purchased it to continue downloading its files, unless it needs to be removed due to an intellectual property dispute.

  • What can a customer do with my product?

    All products sold on the Marketplace are licensed to the customer (who may be either an individual or company) for the lifetime right to use the content in developing an unlimited number of products and in shipping those products. The customer is also licensed to make the content available to employees and contractors for the sole purpose of contributing to products controlled by the customer.

    Each such product built using content purchased from the Marketplace must be a standalone creative work (such a game, simulation, or video) in which the Marketplace product is merely a component and not the primary focus.

  • What is the customer getting when they purchase my product?

    When customers purchase Marketplace products, they get a non-exclusive, worldwide, perpetual license to download, use, copy, post, modify, promote, license, sell, publicly perform, publicly display, digitally perform, distribute, or transmit your product’s content for personal, promotional, and/or commercial purposes. Distribution of products via the Marketplace is not a sale of the content but the granting of digital rights to the customer.

  • Can customers modify, resell or transfer my product?

    Customers are free to modify any product they purchase from the Marketplace, but they may not transfer or sublicense those products for further distribution on the Marketplace or any other online store.

  • Can I sell my product somewhere other than the Marketplace?

    Yes, you may sell and distribute your products through other online stores or directly to customers.

Sales

  • How can I request an individual sale for one of my products?

    To request a discounted sale for your product, please email marketplace-support@unrealengine.com from your Primary Email Address (configurable in the Seller tab of the Publisher Portal settings page) at least two weeks before the intended start date of the sale with the following information:

    1. Product title
    2. Start and End dates of the sale
    3. Discounted price
       

    Please refer to the Marketplace Guidelines for more information on individual sales and Epic Event sales.

  • How can I be a part of an Epic Event sale?

    Whether for invitation-only themed sales or open-enrollment sales for all active publishers, you’ll be emailed at your Primary Email Address (found in the Seller tab of the Publisher Portal settings page) for any Epic Event sale that applies to you. If you’d like to participate in the Epic Event sale, respond to the invitation email with the requested information by the deadline provided.

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