Original Post β€” Direct link

I have previously successfully purchased through the Ubisoft Store/Connect the previous season's Welcome Pack using my credit card. I'm trying to purchase another welcome pack this season (to obtain the coins for the battle pass), but I am unable to. I keep getting "Oops, your payment could not be processed" and I am also unable to top up my wallet. I had redeemed my ubisoft coins to get a -20% discount on the product as well. I've logged a support case with Ubisoft Support on Saturday, and so far have no replies since then. I've attempted to contact Ubisoft Support through Twitter DM, Twitter and Facebook Messenger since it has been more than 48 hours, but so far I have no replies from any of the platform. I'm making another enquiry here in hopes of a reply to my case.

4 months ago - Ubi-LadyBlue - Direct link

Hey @Darovo_ubludki,

To see if we can get you able to purchase credits, first make sure you're using an approved payment method and check out this guide on troubleshooting payment issues.

If you're still unable to purchase credits, feel free to start a Support Case with us and we'll check into this further with you.

about 2 months ago - Ubi-Boost - Direct link

Hi @Tearofhell! Welcome to Discussions! I'm sorry to hear you're having issues making a purchase. If you haven't yet, can you please try on the Ubisoft Store website: (http://store.ubisoft.com/) to see if it works there? If the issue persists there, please try these browser troubleshooting steps. I also recommend filling out any missing account information on the Account Management website as that can be known to help resolve this issue.

However if you continue to run into this issue, please open a Support ticket as we'll be able to look into it more closely there.

Thank you!

about 2 months ago - Ubi-TheBerry - Direct link

Hey @Tearofhell

Apologies for the delay in getting back to you!

We're experiencing higher than normal contact volumes at the moment so there may be a wait while we get back to you.

I can see you're case was since closed - if you're still having issues, please re-open it by posting an update and we'll get back to you when we can to take a closer look.

Thank you!

about 2 months ago - Ubi-Mark. - Direct link

Hello @Twilightz,

Thanks for reaching out and I'm sorry to hear about your experience.

I just checked your case and I can see that it's been redirected to the responsible team, and you should receive a reply soon. Apologies for the delay.

If you have any additional questions, please let us know.

about 1 month ago - Ubi-oof - Direct link

@SkipBRG @HeadSholdres Helloooo! I am sorry to hear that both of you are having issues with your purchases and you're still waiting on a response to your support case. Due to account security reasons, purchasing issues need to be addressed through private channels.

Our teams are working as quickly as they can to help everyone, there has also been a higher-than-average queue for them to work on. With that in mind, I do apologize for the delay and I appreciate your continued patience while we provide support to everyoneπŸ™

23 days ago - Ubi-Froggard - Direct link


Just to check, is this the first time any of you attempted to purchase a welcome pack?

Or have you all had it before in a previous season?

6 days ago - Ubi-TheBerry - Direct link

Hello @pim6128,

Apologies for the delay.

We are experiencing significantly higher than usual contact volumes at the moment.

During this time, we kindly ask that you be patient while we work through everyone's cases and we'll be in touch with you as soon as we can.

Thank you for your understanding at this time.