[2020] Game is not in Uplay Client after purchase

Hey folks,

If you have bought the game but not received it, please make a ticket on our website so the Ubisoft Store team can look into this.

Hey folks,

If you're still missing your order, please create a case on the support website so we can look into this for you.

Once the case is created, please provide us with the case number so we can take a look.

Thanks

Hello everyone.

Thanks for providing your case numbers to us. There was an issue with some orders placed on the 18th and 19th of April where payment was taken but the order was not delivered, we're working hard to deliver those games to you as soon as possible and we apologize for any inconvenience caused as a result of these issues. You should have received your game within 48 hours of your order being placed however if this is not the case please do let us know so we can escalate these cases to our store team. If you have since placed a new successful order then we will of course refund your duplicate purchase as well as soon as possible.

Hey Twiztid.Tragedy, we had some issues with the store yesterday evening which caused some delays in order delivery.
I checked your account and you should now be able to find Anno 1800 in your Uplay account.

Apologies for the delay.

Hey,

If you contact us on social we will be able to look into this for you:

https://www.facebook.com/UbisoftSupport/
https://twitter.com/UbisoftSupport

Cheers, I can see that you've contacted on the support site too. We will get back to as soon as possible there

Originally Posted by zak23ben
Yes, I did that too. Hopefully you'll get back to me soon.

I can see that Siege was added to your account!

Originally Posted by ***zyJuicyJay
Oh didn't see. Maybe the customers support isn't incompetent then...
Still pretty tilted about my free evening that is gone now

Me too! I do apologise for any inconvenience caused as a result of this and hopefully this issue won't last for too long.

Originally Posted by lesnico
Hi,

I have the same issue with ANNO 1800. I've tried to buy it via your website (ordrer number : 107853050) first and nothing. So I tried again via the UPLAY (Order number : 107854466) app and....still nothing. So I have two different orders which obviously is not what I wanted and nothing on my games. When I try to launch it via the website or the Uplay app on the game page, Uplay asks me a serial number to activate the game

Thanks for your help, I hope you'll be able to find a solution

Hey there.

The game is now showing in your library. If you restart the Uplay client it should now be visible. However it looks as though you have indeed purchased the game twice so we will need to process a refund for you for one of those orders. Can I ask you to open a support case here please so we can get this looked into for you? Thanks!

Originally Posted by MONSTER8705
Same here paid and no game

Originally Posted by Jadenkjd
case reference 11169455

Originally Posted by ***zyJuicyJay
Hi guys, I hope this thread isn't dead yet.
I have the same problem, my game doesn't show up in library after purchasing it (4 hours ago). The money already has been booked from my bank account.
Already sent a ticket. (Nr. 107855142)

March 2019: Ubisoft saying that they know this issue and are investigating it. 1 year later: nothing. Nice investigation!

How can this still happen? Same issue for so long and for so many people. It's my first order on Ubisoft and it's an absolute disaster.

I'm not gonna wait 72 hours or more like others. If it's not in my library tomorrow, I'll gonna try to refund this game, even if I would love to play it. (Anno 1800)

It really makes me wonder how such a big enterprise like Ubisoft can still have such huge incompetences in customer support and store system.

Ciao!

Hey there.

It appears that we might be experiencing a small delay to some orders. These issues are typically resolved within a few hours. The player above also had a short delay to his orders and they're now visible. If it's not there by tomorrow morning please open a support case if you haven't already done so and we'll look into for you all ASAP. Thanks.

Originally Posted by ***zyJuicyJay
Hi guys, I hope this thread isn't dead yet.
I have the same problem, my game doesn't show up in library after purchasing it (4 hours ago). The money already has been booked from my bank account.
Already sent a ticket. (Nr. 107855142)

March 2019: Ubisoft saying that they know this issue and are investigating it. 1 year later: nothing. Nice investigation!

How can this still happen? Same issue for so long and for so many people. It's my first order on Ubisoft and it's an absolute disaster.

I'm not gonna wait 72 hours or more like others. If it's not in my library tomorrow, I'll gonna try to refund this game, even if I would love to play it. (Anno 1800)

It really makes me wonder how such a big enterprise like Ubisoft can still have such huge incompetences in customer support and store system.

Ciao!

Hey there.

I edited my original post to quote yours too as it was posted just as I was replying to the others in the thread, just tagging you again here just in case you missed it as a result!

Originally Posted by mr101jking
I just purchased the Assassin's Creed Animus Pack and Prince of Persia Forgotten Sands and had the money taken out of my account but cant find the games anywhere on the account or even the app Ubisoft made me download.

Hello! I'm sorry to read you're unable to find your purchases.

We will need to review your account and offer you some suggestions. Please contact us directly using one of the following methods -

Email Support / Live Chat: https://support.ubi.com/Cases/New

Twitter: https://twitter.com/UbisoftSupport
Facebook: https://www.facebook.com/UbisoftSupport/

Thank you!

Hi mpompini, thanks for your message about this. I'm sorry to read you weren't able to get help for this issue via our live chat. Please feel free to reach out to us again via our support website if we can clarify the issue further for you.

Please understand, there can sometimes be short delays before games appear in your account. This is because financial transactions are not always immediate. We have a support article over here with a bit more information. As you can imagine, reaching out to your payment provider in those cases is a great troubleshooting step to take!

Of course, there can be other reasons why a game might not appear in Ubisoft Connect after a purchase, and we'd always recommend reaching out via our support website for us to help you solve these issues.