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ants_13
12-29-2018, 02:19 PM
I bought a Neptune ship pack from the Sony PS Store. The purchase went through and Iíve received the receipt from PS. The DLC also shows up as purchased. However, I cannot seem to access it from the game. Iíve already deleted and re-installed Starlink. Iíve also reset all the licenses but I still cannot seem to access the DLC. Does this have to do with the fact that I started with the physical starter pack?

Ubi-Gumdrops
12-29-2018, 02:25 PM
Hi there ants_13, welcome to the forums!

Sorry to hear you're having issues accessing your DLC.

Can you please create a support ticket (https://support.ubi.com/en-gb/Cases/new) and share an image or photo of your Proof of Purchase on your console (https://support.ubi.com/en-gb/faqs/000026740/Accessing-PlayStation-4-proof-of-purchase/)? Let me know the case number once you have it and I can look in to this further for you.

ants_13
12-29-2018, 03:07 PM
Thanks for the quick response, the ticket number is: 07659590.
https://share.icloud.com/photos/0Qltbanf1ieFySD37z1I0R6Qw#Makati_City_-_Bel_Air

I hope the icloud link works.

Ubi-Gumdrops
12-29-2018, 03:10 PM
Thanks a lot! There doesn't appear to be anything attached to the Support case, can you double check that for me?

ants_13
12-29-2018, 03:20 PM
Was trying to attach the jpg file to the support case but I kept getting an error. I just updated the case with the jpg file.

Thanks, again.

Ubi-Gumdrops
12-29-2018, 03:36 PM
I see that now, it's not quite the image I'm looking for though, please check the steps in the Support FAQ on how to access the proof of purchase:

https://support.ubi.com/en-gb/faqs/000026740/Accessing-PlayStation-4-proof-of-purchase/

It will display time of purchase, amount paid and account information.

ants_13
12-29-2018, 03:51 PM
Sorry about that. Iíve uploaded a new file.

Thanks for the point in the right direction.

Ubi-Gumdrops
12-29-2018, 03:53 PM
Thanks! Can you confirm what your PSN Account Username is please?

ants_13
12-29-2018, 04:06 PM
The account username is arpvg.

Ubi-Gumdrops
12-29-2018, 04:15 PM
Thanks for all the information and your cooperation! I'll need to investigate this further, I'll update your support case (which will send you an email too) as soon as I have more information.

Let me know if there's anything else I can help with in the mean time.