[2021] [Missing Content]Purchased R6 credits, not received

Original Post — Direct link

Hello everyone I am having an issue with Xsolla for bizarre reasons i cant purchase a R6 Credits it keeps giving error '' unfortunately we cannot process your payment at this time '' I tried with 2 different credit cards and when I contacted the XSolla they said its because of the bank but its impossible my card is just like a wallet, you only just put your money in it and purchase stuff from internet it has no connection with any bank's. I created a topic at reddit and one of the members told me that most Ubisoft payments services are having issues, so if there is an Official Topic from Ubisoft would you be kind to share a link so i can inform myself when this problem is fixed or if not are there anyone who's cannot purchase R6 credits and keep getting errors ?

Edit:After 2 Days I can finally managed to purchase R6 Credit if anyone experienced this type of issue try it now.

almost 8 years ago - Gwynbleidd - Direct link

Hey Skoz_Piracy, I updated you in another thread here, but you can check your account for your missing content.

Sorry for the delays over the holiday break, let me know if you have any further concerns.

over 7 years ago - Zoro - Direct link

Hey pedrolucan25,

You'll have to contact our support team so they can look into it with you! You can submit a ticket (or do live chat in USA) on the support site HERE.

over 7 years ago - Gwynbleidd - Direct link

Originally Posted by hinkoon
My case is : 04337338 (posted February, 12 , 2017) nobody responds

Sorry for the delay Hinkoon. Please update your ticket with your Proof of Purchase so the team can help you further! Thanks.

over 7 years ago - Black_Widow9 - Direct link

Hello and welcome to the Forums,

Sorry for the delayed response. If you haven't already, please make sure to update your ticket with proof of purchase and link your Uplay account to the platform you purchased them on.
https://support.ubi.com/en-GB/Faqs/0...isoft-accounts

This will ensure when Support responds, they have all the information needed to take care of this for you.

Thanks

over 7 years ago - Black_Widow9 - Direct link

Hello and welcome to the Forums,

Please get in touch with our Support team. Make sure to include your proof of purchase and that your Uplay account is linked with the account you purchased the credits on.
https://support.ubi.com/en-US/faqs/0...ing-Unlinking/

Thanks

over 7 years ago - Gwynbleidd - Direct link

Try closing the game and verifying the game files in uPlay or Steam and try again.

over 7 years ago - Gwynbleidd - Direct link

Please reach out to our team at support.ubi.com by clicking on "Contact Customer Support". Our technical support team will be able to help you out from there. Thanks!

over 7 years ago - Gwynbleidd - Direct link

Have you submitted a ticket to our Support team yet?

You can do so here.

over 7 years ago - Gwynbleidd - Direct link

Sorry for the issues caused. If you haven't yet, please submit a ticket with our team and they'll help you with this further.

Thank you!

over 7 years ago - Gwynbleidd - Direct link

Hey there, welcome to the forums!

Have you submitted a ticket to our team to have these checked into and added for you?

over 7 years ago - Zoro - Direct link

Hey Content-Cop,

Can you share your Ticket Number with me? I will try to get someone on it asap for you!

Thanks for posting!

over 7 years ago - Black_Widow9 - Direct link

Hello and welcome to the Forums,

You will need to get in touch with our Support team directly for any of the following account related issues. They'll be able to troubleshoot this for you.

Thanks

over 7 years ago - UbiInsulin - Direct link

Hi MayaHeadHurts! Open a ticket at https://support.ubi.com by logging in, scrolling down, and clicking Contact Customer Support. One of our technical support agents will be able to assist on your behalf. You can also go to Ubisoft Support Twitter or Facebook. Send a DM or PM and attach screenshots showing your proof of purchase. We won't be able to resolve this issue through forum PMs. Thank you!

over 7 years ago - Zoro - Direct link

Hey Lupanbaise,

Sorry to hear you've experienced this so far.

If you'd like to share your Case # with me I can try to get someone on your issue ASAP.

over 7 years ago - UbiGabrinth - Direct link

Hi there! I looked into this for you, and the purchase that you made for 2670 Rainbow Credits didn't finalize. Any charge on your bank account was a pending charge. That charge, depending on the bank, will be removed after 7 to 10 business days.

I would recommend trying to purchase again if you'd still like the credits! If you continue to have issues, I'd recommend making a support ticket by going to our support page, scrolling to the bottom, and clicking "Contact Customer Support".

over 7 years ago - Black_Widow9 - Direct link

Hello,

I've responded to your thread here so please take a look. Make sure to only create one thread per topic.
Where is my R6 credit

Thanks

over 7 years ago - Black_Widow9 - Direct link

Hi Squany,

Thank you for creating a ticket with our Support team as they will be able to access your account. They should be getting in touch with you shortly to resolve this for you.

Thanks

over 7 years ago - Black_Widow9 - Direct link

Hello,

Creating a support ticket was the right thing to do. Unfortunately, we can't assist you with any account related issues on the Forums.
Account and Purchase Related Issues- *PLEASE READ FIRST*

Thanks

over 7 years ago - UbiEpi - Direct link

I just had someone add your credits. Sorry for the delay!

over 7 years ago - Zoro - Direct link

Thanks for posting QLMMaster,

I'm not sure what the procedure on this would be, but your next step should be submitting a ticket to our Support Team, they will be able to look into your accounts and hopefully help you.

You can fill out a ticket here: Support.ubi.com

over 7 years ago - Ubimomspaghetti - Direct link

Hi there!
Go ahead and submit that proof of purchase via live chat option under "My Cases" so we can get that looked at! If this is not available to you, send that to us via FB PM or Twitter DM, and we can take a look!
https://www.facebook.com/UbisoftSupport/
https://twitter.com/UbisoftSupport/

Thanks!

over 7 years ago - UbiGabrinth - Direct link

Hi there! Sorry you had trouble with those credits.

I've had them added to your account.

over 7 years ago - Ubimomspaghetti - Direct link

Sorry to hear you are having this issue! Please attach a proof of purchase to that ticket directly by opening " My cases." Once received, we will be able to look into that for you and get this resolved!

over 7 years ago - UbiGabrinth - Direct link

Hi there! If you are having an issue with your credits not showing up, please wait a full 24 hours. If the credits are still not showing up at that point, please create a support ticket at support.ubi.com with further details and your proof of purchase and our team can help you investigate the situation.

over 7 years ago - Zoro - Direct link

Hey Jokerboy22,

Thanks for posting, I'll try to get someone on your case ASAP.

over 7 years ago - Zoro - Direct link

Hey TheStigger,

Thanks for posting on this issue, I'll try to get someone on your case ASAP.

over 7 years ago - Zoro - Direct link

Hey Kirilima,

Please fill out a support ticket for this issue, they will be able to figure this out with you. You can submit a ticket here: Support.ubi.com - just scroll down to the blue "Contact Support" button.

Afterwards, please share your case number here and we can try to get someone on it for you ASAP.

over 7 years ago - ubi--unicorn - Direct link

Hi, thanks for making a ticket! We've passed on your ticket to an agent in your area, and they'll be with you as soon as they can!

over 7 years ago - Zoro - Direct link

What is your support ticket #?

over 7 years ago - Gwynbleidd - Direct link

If you haven't already, please submit a ticket so our team can assist you further with this issue: http://ubi.li/gp3jt

over 7 years ago - ubi--unicorn - Direct link

Hey Cad0gan! Thanks for contacting support with your proof of purchase. We're sending the case to an agent in your area and they'll help you as soon as they can!

over 7 years ago - UbiGabrinth - Direct link

Hi there! I looked into this for you, and I do see that you made a purchase of 1200 credits. Please contact our support team for me. Just scroll to the bottom of the page and click 'Contact Customer Support'. They should be able to help you with this!

Thanks!

over 7 years ago - Ubimomspaghetti - Direct link

Hi there! Sorry to hear this. Can you please send your proof of purchase over to our team at support.ubi.com by clicking on "Contact Customer Support". Our technical support team will be able to help you out from there. Thanks!

over 7 years ago - Gwynbleidd - Direct link

Submit a ticket to our support team and we'd be happy to check into this further for you and assist you with locating your credits.

over 7 years ago - Gwynbleidd - Direct link

Thanks for submitting a ticket with our team, we're not able to assist with these types of issues on the forums, but your agent in your ticket will be happy to investigate this further for you. Sorry for the inconvenience caused.

over 7 years ago - ubi--unicorn - Direct link

Hey wolfk_gamimg, if you are missing content, please let support know!

about 7 years ago - UbiGabrinth - Direct link

Hi there. We'd recommend closing Steam entirely, opening it back up, and trying the purchase a few more times. If the issue persists then please reach out to our technical team.

almost 7 years ago - UbiScoobyDoobs - Direct link

Hi, @thepaintrain234! Thanks for reaching out to us. If you're missing your R6 credits, please create a support ticket and one of our Support Agents can further assist you with this. Make sure you have proof of purchase of these credits on hand when submitting your support ticket. Thanks!

almost 7 years ago - ubi--unicorn - Direct link

Hey William122014! Please create a ticket with your proof of purchase.

almost 7 years ago - ubi--unicorn - Direct link

Hey guys, if you are missing credits, please create a ticket. Include proof of purchase on the ticket. Thanks!

almost 7 years ago - ubi--unicorn - Direct link

Hey AliAlqadree. Please create a ticket with proof of purchase to receive your credits. Thanks

almost 7 years ago - ubi--unicorn - Direct link

Hey Dracored23x! Please create a ticket with that receipt and someone will be able to assist you

almost 7 years ago - UbiScared - Direct link

Hey Matt_u_E, someone from support will be with you soon. One thing that can be done to move the process a long quicker is to also upload a screenshot of the purchase receipt to the ticket. Outside of that, you should have your R6 Credits on your account soon.

almost 7 years ago - Ubi-Keo - Direct link

I am sorry to hear that you have not received your Rainbow Six Siege credits.

I have replied to you support ticket, please reply with the information requested and I will look into this for you.

almost 7 years ago - UbiScoobyDoobs - Direct link

Hi, @pellty666! We are happy to look into this for you! Please create a support ticket and one of our technical support agents can check your account. Please also provide an uncropped image showing proof of purchase for the Year 2 Season Pass. Thanks!

almost 7 years ago - UbiScoobyDoobs - Direct link

Hi, @Ginjakilla1015! Please create a support ticket and include an uncropped image showing proof of purchase for the Season Pass and one of our support agents can help you out! Thanks!

almost 7 years ago - Ubi-Baron - Direct link

Hello babosa02,

Thank you for reporting this to us.

The Support Team will be in contact with you as soon as they have an update on your case. Please make sure you include a Proof of Purchase of the game, as this will be required for us to look into this.

Thank you

almost 7 years ago - ubi--unicorn - Direct link

Hey ThatsEon! Please create a ticket with support with proof of purchase. Thanks!

almost 7 years ago - UbiScared - Direct link

Hey DanShadowStep,

Hope you're enjoying Rainbow Six Siege! For the 600 R6 credits, please reach out to our support team. Make sure to include with this ticket, a copy of your receipt showing proof of purchase for Rainbow Six Siege: Starter Edition. The support team will be able to help you from there.

almost 7 years ago - Ubi-Keo - Direct link

I am sorry to hear that you have not received your Rainbow Six: Siege Credits. There can be delays on the credits being applied to your account and this can take up to 24 hours. You can also try closing the game and loading it up again as this can sometimes help.

If you have not received the credits after 24 hours then please submit a support ticket and our Customer Support team will assist you further. You will need to attach your proof of purchase when you submit your ticket.

almost 7 years ago - UbiFluouise - Direct link

Hey there @HDMovie_1080P. We're sorry to see that you guys have had this experience with your Credits. These purchases can take up to 24 hours to fully process, but if it's been longer than that, please have your friend submit an image (or screenshot) of their purchase confirmation/receipt to our technical team so that this can be corrected. In the image, be sure that their name and the date of the purchase are visible before submitting the proof.

almost 7 years ago - Ubi-Shikallum - Direct link

Hey,

If you create a ticket on our support site including the proof of purchase for the starter edition, we will try our best to get back to you as soon as possible.

https://support.ubi.com/en-GB/faqs/0...isoft-Support/

- Cheers

almost 7 years ago - Ubi-Rufus - Direct link

It looks like you purchased the Dark Woodland skin and it was successfully applied to your account.

Could you restart your game to check if that helps?

over 6 years ago - Ubi-Rufus - Direct link

Could you please attach an image of your purchase confirmation from the Microsoft Store to your Support case?

over 6 years ago - Ubi-Bandicoot - Direct link

Hey,

Really sorry about this. Sometimes the credits can be delayed and will eventually appear after a certain amount of time or if you close and relaunch the game.

If you still haven't received them, please contact us via our Facebook, Twitter or support website and send a copy of your proof of purchase and we will be able to manually add these for you right away.

I can also assure you this was not intentional.

over 6 years ago - Ubi-Redbeard - Direct link

Hey guys,

Can you please create a case on the support website so we can look into this for you?

Thanks

over 6 years ago - UbiScared - Direct link

Hey ||CloudKicker||,

As stated previously, you should see the credits added to your account automatically. However if you don't see the credits on your account, don't hesitate to reach out to our technical support team.

over 6 years ago - UbiScared - Direct link

Hey Schwezzzy!

One thing we definitely recommend is waiting at least 24 hours to see if they come in. Outside of this, it seems that you've already created a ticket with our support team on this matter. Should 24 hours pass and you still not received your credits, please update the ticket with that information. The support team will handle it from there.

over 6 years ago - Ubi-Baron - Direct link

Hello guys,

Thank you for reporting this to us.

Just to confirm, DanDan455, are you also on Steam?

Are you guys still seeing this or have you now been able to purchase Credits?

Thank you

over 6 years ago - ubi--unicorn - Direct link

Hey Jillynon6! You should receive them immediately. If your friend isn't receiving them, I recommend he creates a ticket at support with his proof of purchase. Thanks

over 6 years ago - ubi--unicorn - Direct link

Hey NoTimeForDying! There can be a delay of up to 24 hours to receive credits. If they do not appear after that time, please create a ticket with your proof of purchase.

over 6 years ago - Ubi-Shikallum - Direct link

Hi!

Can you please create a ticket on our support site, with an image of your proof of purchase for the credits:

https://support.ubi.com/en-GB/faqs/0...isoft-Support/

- Cheers

over 6 years ago - UbiScared - Direct link

Hey TakableMirror53,

Sorry to hear you're encountering this. This is likely tied to the instability that our back end shop has been experiencing since Operation Chimera. Once that stabilizes, your credits should be provided. In the event your credits aren't provided, I urge you to reach out to our Technical Support Team. Create a ticket with them and they will get right to helping you get this resolved

over 6 years ago - Ubi-Bandicoot - Direct link

Hey guys,

Due to all of the questions regarding the Damascus Steel skin and other Operation Chimera questions, our support is extremely busy at the moment which has increased response times. For the quickest resolution I suggest contacting us via our Facebook or Twitter support page, providing your proof of purchase for the credits. We'll then get back to you as quickly as possible. The credits may still be redeemed automatically, there is just a delay at the moment due to something with the store infrastructure. Apologies for the inconvenience of all this.

over 6 years ago - Ubi-Bandicoot - Direct link

Hey,

What platform are you trying to buy the credits on? Are you still unable to purchase them?

over 6 years ago - Ubi-Bandicoot - Direct link

Hey,

Please can you send a DM with your proof of purchase for the credits to our Facebook or Twitter support pages and they'll look into this for you if you still don't have them. I apologise for the delay.

over 6 years ago - Ubi-Bandicoot - Direct link

Originally Posted by Lord-Xeks
Yeah Mine is missing aswell plss check my account

Hey,

As you bought the Starter Edition after March 6th you are no longer eligible for the 600 credits, you get 6 operators instead of 2 + credits. Sorry for any confusion with this.

over 6 years ago - Ubi-Bandicoot - Direct link

Originally Posted by Insanity_U
I recently purchased the $27 CAN R6 credit package and did not receive them, but money was taken out of my bank account. I now want a refund because i do not want to buy something from a broken system. I would like my money back, as i do not have the credits yet.

Hey,

What date did you buy the credits and where did you purchase them from for which platform?

over 6 years ago - Ubi-Bandicoot - Direct link

Hey,

Please can you send a copy of your proof of purchase to our Facebook or Twitter support pages and we'll look into this for you as quickly as possible

over 6 years ago - Ubi-Bandicoot - Direct link

Hey,

Can you send me the case number and i'll take a look for you. Or do you mean you are unable to file a case at all?

over 6 years ago - Ubi-Bandicoot - Direct link

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

over 6 years ago - Ubi-Bandicoot - Direct link

Originally Posted by ozmnollan
could u pls reply my support? Im waiting past 10 hrs..

We only provide live support via the website, otherwise there is a queue of tickets to work through in order i'm afraid. We're working to get through as quickly as possible, unfortunately wait times have been extended due to bad weather conditions at our US office too. If you tell me what page you contacted us on and give me the username I can try to search for this though to help faster.

over 6 years ago - Ubi-Bandicoot - Direct link

Hey,

I recommend to contact us through https://support.ubi.com/ or on our Facebook and Twitter support pages with your proof of purchase for both passes and we'll be able to look into this further for you. Sorry for the delay in receiving these.

over 6 years ago - Ubi-Bandicoot - Direct link

Originally Posted by CombatATAT
When operation chimera first came out I bought $100 worth of r6 credits, I have created a case and everything and still no response

Hey,
I'm afraid we are no longer personally handling any credit purchases made on the 6th March as it has been passed over the developers to fix, due to it being a widespread issue. They are running a script to grant all credits to players who did not receive them. So you no longer need to do anything on your end and will get them automatically as soon as this is run. I'm extremely sorry for the delay.

over 6 years ago - ubi--unicorn - Direct link

Hey GRU878, I've passed your ticket along to the correct department. Thanks for your patience.

over 6 years ago - Ubi-Rufus - Direct link

Besides tickets, you can also try contacting us via Live Chat, phone or through our Facebook & Twitter pages.

over 6 years ago - ubi--unicorn - Direct link

Hey Reztuvion! Please create a ticket about this issue with your proof of purchase.

over 6 years ago - ubi--unicorn - Direct link

Hey Squoose2., please PM me your ticket number.

over 6 years ago - ubi--unicorn - Direct link

Hey CiTP_Splandri, credits can take up to 24 hours to appear in game. If they do not appear after that, please create a ticket with your proof of purchase. Thanks!

over 6 years ago - ubi--unicorn - Direct link

Hi everyone, if you're missing credits, please create a ticket with your proof of purchase.

Kicker_eV, you can PM me your ticket number if you're still waiting and I'll look into this.

over 6 years ago - Ubi-Baron - Direct link

Thank you for reporting this to us, TheKharjo

Is this still occurring? We last had reports of this occurring during some server issues, were you having anything similar at the time?

Additionally, what platform is this on?

over 6 years ago - ubi--unicorn - Direct link

Thanks, this is an issue we are working on. Apologies for the annoyance!

over 6 years ago - ubi--unicorn - Direct link

Hey guys, right now there might be a delay with getting credits. I recommend waiting 24 hours, and after that, you should create a ticketwith your proof of purchase.

over 6 years ago - ubi--unicorn - Direct link

Hi there HaloGamerX505, right now there may be a delay of 24 hours when receiving credits. After 24 hours, please create a ticket with your proof of purchase.

over 6 years ago - Ubi-Bandicoot - Direct link

Originally Posted by HaloGamerX505
I purchased mine around 12:23

Sure, it's hard to tell time zones on the forums but when 24 hours have passed and if you still don't have them follow the steps Unicorn sent and we'll be able to look into it for you

over 6 years ago - Ubi-Redbeard - Direct link

Hey there,

The Starter edition now gives you 6 operators, instead of 4 operators and 600 credits.

over 6 years ago - UbiGabrinth - Direct link

I've taken a look at your account, and I do not see that credits have been added at this time. Has it been 24 hours since the credits were purchased? Please note that we cannot see purchases made on PlayStation directly. If it has been 24 hours and you have not received the credits after restarting Rainbow Six Siege, please reach out on our support portal for assistance.

over 6 years ago - UbiMatcha - Direct link

Hey GavinCapelli,

Sorry to hear you haven't received your credits. Do they still not appear after restarting the game?

If not could you please open a Support Ticket and attach your proof of purchase so we can look into this for you?

Thanks

over 6 years ago - UbiGabrinth - Direct link

Please note that credits are delivered at purchase or within 24 hours in most cases. If you purchase credits but they do not appear, you will need to make a ticket, but we can help after 24 hours if you have proof of purchase.

over 6 years ago - UbiGabrinth - Direct link

On this page we cannot assist with refunds for either in-game purchases or DLC purchases from our stores or the stores of other retailers. Please reach out for assistance with this on our support portal. They may be able to help with your specific issue. Thanks!

about 6 years ago - UbiMatcha - Direct link

Hey! I've removed your personal info from your post as this is a public forum. It looks like you've purchased the credits on the 'TheOtterdood' account.
I recommend reaching out to our support team here so we can assist you further.

Thanks.

almost 6 years ago - Ubi-Karl - Direct link

Hey XPICRUSKI!

Thank you for contacting us and I am sorry to hear that you came across this issue when trying to place an order.

Although I do fully acknowledge that you have proposed for the issue to exist for approximately a month, I would still like to ask you to wait 48 hours and try to purchase the desired item again. In these 48 hours no purchases should be attempted.

If the issue does persist however, can you please visit our official support website and create a ticket by logging in and selecting 'Contact Customer Support' so we could investigate this further for you.

almost 6 years ago - Ubi-Bandicoot - Direct link

Hey again guys,

This is a known issue we are looking into, if waiting 48 hours since your last attempt did not help with this, please make a support ticket via https://support.ubi.com/ so we can pass this over to the R6S team

almost 6 years ago - Ubi-Gumdrops - Direct link

Hey Dario_FTG, sorry for the delay in getting to your thread and welcome to the forums.

In order to investigate this further, I'd like to invite you to create a support case through our portal. Please let me know the case number once submitted so I can pass it along to the right team ASAP.

almost 6 years ago - Ubi-Redbeard - Direct link

Hey,

Can you please create a case on the support website so we can look into this for you?

Thanks.

almost 6 years ago - UbiMorning - Direct link

Hi Le.Grv! This is a known issue the Siege team is currently investigating. We strongly recommend these connection steps to see if this may help you access the store.

almost 6 years ago - Ubi-Viral - Direct link

Hey! Sorry to hear about this.

Please make sure you have Steam Overlay enabled, this should resolve your issue.

If by chance the issue still remains, please create a support ticket and provide launcher_log.txt from the following location: C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\logs

You can find steps on how to submit files here.
Once provided, we will escalate your support case to the R6 team.

Thank you.

over 5 years ago - Ubi-Shikallum - Direct link

Thanks for adding your logs, we will get back to you as quick as possible.

over 5 years ago - Ubi-Shikallum - Direct link

Hey,

We are still investigating this issue, but you can always try buying credits from official retailers such as amazon

over 5 years ago - Ubi-Shikallum - Direct link

Here is a list of approved retailers: https://support.ubi.com/en-GB/Faqs/0...ised-Retailers

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