Original Post — Direct link

I purchased the 2 Cosmetic dlc's Old Town and Industrial Zone on Steam on the 12th December but they don't show up in the game. (Cant place the ornaments)
In the dlc menu section im able to press on both of the dlc's the buy button. If i try to buy these dlc's within the game, it links me over to the steam store where it says that i already own the dlc's and can just gift them to my friends.

I used to purchase cosmetic dlc's in the past and these all work.

need help, would like to use the ornaments in my towns..

about 1 year ago - Ubi-Froggard - Direct link

Hey @zEro_nA

I see you have an ongoing support ticket about this already. I apologise there hasn't been a reply to it for a little while but you will get a reply and we'll need to continue this on there as it is related to your account, so we can't discuss anything openly here on the forums.

I just saw another thread with some steps that worked for someone else missing some cosmetic purchases. I'll link it for you here so you can take a look and maybe give this a try.

about 1 year ago - Ubi-Froggard - Direct link

Hey @StageFox

I'm sorry to hear you are unable to make the purchases. I can only suggest trying different payment methods if possible, or speaking to your bank to see if they are preventing payments (as they should be able to see failed transactions) as there isn't anything we can press on our side to make the payment go through.

about 1 year ago - Ubi-Froggard - Direct link

Hey @kevin1067

You'll also need a support ticket for us to look into this and be able to resolve it for you. Please reach out on a channel below with uncropped images of your purchase.

Live Chat (when available)

Twitter Direct Message

Facebook Private Message

Please make sure to provide your Ubisoft account username and email if messaging on Twitter or Facebook. 

about 1 year ago - Ubi-TheBerry - Direct link

Hey @kevin1067,

For privacy reasons, I've had to remove the Case ID from your post.

We're experiencing higher than usual contact volumes at the moment across our Support Channels, resulting in some delayed responses.

Rest assured your case has not been ignored.

Please hang tight and be patient and we'll be in touch with you as soon as we can!

Thanks for your understanding!

about 1 year ago - Ubi-TheBerry - Direct link

Hey @Theshadowbe,

As below, there is a delay while our agents work hard on the backlog of queries.

Due to this, we're unable to provide any time estimate for a response but kindly ask you remain patient and we'll be with you as soon as we can.

about 1 year ago - Ubi-TheBerry - Direct link

Hey @Theshadowbe,

I'm sorry the lack of communication has you feeling abandoned but rest assured this isn't the case.

Given the rate of contacts we have at the moment, it isn't possible to for us to check in as much as we'd otherwise like to but we're doing what we can to work through the backlog so we can get back to being more responsive!

Thanks for bearing with us while we work through this!