Contact Form: Missing LUX or Shop Purchases – Marathon Help

Please review the sections below for information and troubleshooting steps for missing LUX or Shop purchases. If the troubleshooting steps provided do not resolve your issue, fill out the contact form at the bottom of each section to submit a help ticket.

This is a sub-page of our In-Game Currency & Rewards Pass Guide. Please review that page for general information on in-game currency.

Missing LUX

Troubleshooting LUX Issues

Players who have confirmed their LUX was purchased for the correct Marathon release and are continuing to encounter issues with their LUX purchase should try the troubleshooting steps listed below.

Wait Up to 30 Seconds: Allow for up to 30 seconds to pass to see if the LUX amount is added to the account.
Re-launch Marathon: If the LUX is not added to the account after the time has passed, log out of Marathon and then log back in. A successful LUX purchase should present players with a notification upon logging back in. If the notification does not appear, check the current LUX balance from the game menu.
Sign Out of Platform Account: If the LUX balance does not reflect the purchased LUX amount, please close Marathon and completely sign out of the platform account. It may also be advisable to clear the cache on consoles or to restart the Steam app on PC. After logging back into Marathon, please check for a notification of a successful LUX purchase or check the LUX balance in the game menu.
Check for Successful Transaction: If the LUX balance still does not reflect the purchased LUX amount, please ensure that the transaction shows as successfully completed according to the platform marketplace and that the purchase was made on the correct account and for the intended Marathon release.
Contact Platform Support: If the platform marketplace shows that the purchase was successful, please contact PlayStation Support, Xbox Support, or Steam Support to investigate potential issues with the transaction.
Submit Help Request: If platform support is not able to identify or resolve potential issues with the transaction, please submit a help request using the Missing LUX Contact Form below.

LUX Sync Pending

Players may receive a LUX Sync Pending error message when attempting to purchase LUX.

This error indicates that the server is experiencing a delay in processing the LUX transaction.
Once the server delay has resolved, the purchased LUX will automatically be added to the account balance.
If players receive this error message, they should attempt the suggested troubleshooting steps listed above to help resolve this issue.
Important Note: All LUX purchases initiated while encountering a LUX Sync Pending error should be successfully completed once the error is resolved. Players should not attempt multiple LUX purchases until the LUX Sync Pending error has resolved, as LUX cannot be refunded.

LUX Refunds and Negative Balances

Players who receive LUX refunds, chargebacks, or have their payments denied by the platform marketplaces may encounter issues when purchasing LUX.

Players who receive platform refunds or chargebacks of LUX they HAVE SPENT in-game will see a negative LUX balance on their account. Players with a negative LUX balance will not be able to purchase from the Store until the outstanding LUX balance on their account has been repaid.

Contact Form for Missing LUX

If none of the above troubleshooting steps resolved the issue with the LUX purchase, please fill out the following Contact Form to submit a Help Ticket.

Important Note: All Bungie.net Contact Form email responses are in English only. Spamming, submitting abusive content, or otherwise violating the Code of Conduct may result in restrictions from contact forms, Bungie.net, or Bungie games.

Submit Request

Missing Store items or Add-Ons

Troubleshooting Store Items

Check Inventory: Check all Inventory screens for the purchased Store Items.
Re-launch Marathon: If the Store item is not added to your Inventory, log out of Marathon and then log back in.

Troubleshooting Purchased Add-On Issues

Wait Up to 30 Seconds: Allow for up to 30 seconds to pass to see if the Add-On content is added to the account.
Re-launch Marathon: If the Add-On content is not added to the account after the time has passed, log out of Marathon and then log back in.
Sign Out of Platform Account: If the Add-On content is not present in-game, please close Marathon and completely sign out of the platform account. It may also be advisable to clear the cache on consoles or to restart the Steam launcher on PC. After logging back into Marathon, please log back in to check all Inventory menus again.
Check for Successful Transaction: If the Add-On content is still not present, please ensure that the transaction purchasing the Add-On shows as successfully completed according to the platform marketplace, that the purchase was made on the correct account and for the intended Marathon release, and that the Add-On shows as being fully installed.
Contact Platform Support: If the platform marketplace shows that the purchase was successful, please contact PlayStation Support, Xbox Support, or Steam Support to investigate potential issues with the transaction.
Submit Help Request: If platform support is not able to identify or resolve potential issues with the transaction, please submit a help request using the Missing Items Contact Form below.

Contact Form for Missing Store or Add-On Items

If none of the above troubleshooting steps resolved the issue with the missing Store or Add-On items, please fill out the following Contact Form to submit a Help Ticket.

The following contact form is intended for:

Players to contact us if a Store item purchased with LUX was not successfully added to their account.
Players to contact us if an add-on was not successfully unlocked on their account after purchase.

This contact form is NOT intended for:

Assistance with game purchases or downloads.
Quests, items, and game content troubleshooting.
Reward Pass item issues.