1. #1

    Unable to Access DLC - Neptune Ship Pack

    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?
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  2. #2
    Ubi-Gumdrops's Avatar Ubisoft Support Staff
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    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 and share an image or photo of your Proof of Purchase on your console? Let me know the case number once you have it and I can look in to this further for you.
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  3. #3
    Thanks for the quick response, the ticket number is: 07659590.


    I hope the icloud link works.
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  4. #4
    Ubi-Gumdrops's Avatar Ubisoft Support Staff
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    Thanks a lot! There doesn't appear to be anything attached to the Support case, can you double check that for me?
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  5. #5
    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.
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  6. #6
    Ubi-Gumdrops's Avatar Ubisoft Support Staff
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    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/0...f-of-purchase/

    It will display time of purchase, amount paid and account information.
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  7. #7
    Sorry about that. Iíve uploaded a new file.

    Thanks for the point in the right direction.
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  8. #8
    Ubi-Gumdrops's Avatar Ubisoft Support Staff
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    Thanks! Can you confirm what your PSN Account Username is please?
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  9. #9
    The account username is arpvg.
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  10. #10
    Ubi-Gumdrops's Avatar Ubisoft Support Staff
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    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.
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