Ubi-Karl

Originally Posted by safrizal2003
Yeah i was call u via Facebook and make a ticket too but its was a week more the ubisoft support not respond it please help me

Thanks for getting back to us!

We're currently dealing with extremely high volume of contacts over the past 5 weeks so slight delay is likely.

I had a look and can see that you have created a couple of cases too, therefore would I be able to ask you to provide us with a full and uncropped screenshot showing your ownership folder? It is normally located in the following location: C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\cache\ownership

We need you to attach this screenshot to one ... Read more

Originally Posted by safrizal2003
Yeah same here and i was surely this is the account i was play because i was play in the morning and in the night this is happen

Hey safrizal2003!

Thanks for getting in touch .

We are more than happy to investigate your matter further, however as mentioned before, we will need you to reach out to us via one of previously stated channels and we will take it from there.

Hey Moutas46, thanks for reaching out to us and I am sorry to hear about the issue you ran into.

Just to check, have you tried purchasing it through our web-store or Ubisoft Connect client? If it did not work using one platform, try another one and see if issue persists.

In case if problem persists, can you advise us at what point do you get stuck when attempting to buy it?

Thanks for your response there.

I had a look at your case and I can see that agents who dealt with it has handled it correctly.

Your report is regarding intentionally throwing the game and it is not the case of a obvious cheating, where permanent suspension will follow right after.

Any harassment, mistreatment or rule breaking will be addressed however in a lot of instances, temporarily suspension will be issued. If player is caught of doing it on repetitive occasions, suspension will be doubled and next time it will happen for a pro-longed period of time, followed by a permanent suspension in case if this does not stop.

Although I appreciate the frustration this brings, we have to be objective with the punishment that is issued for any offender. Just because player that you've reported did not receive permanent suspension, does not mean that your report has not been overviewed or tackled.

As far as rollback goes, it's some... Read more

Originally Posted by WaterNoWetness
Let me know how to contact somebody and ill be glad to get this sorted out, just know I will not be using the Ubi-support page. It hasn't worked to date, and I don't appreciate being directed there while not getting any help.

In terms of "naming and shaming" that's why I used terms like "some dude" or "another guy" instead of usernames and their Ubi support tag.

I appreciate that you have not shared any particular usernames and you have done the right thing. I just wanted to clarify that going forward, we would be unable to carry on the discussion through here and so that this information that you've stated in your original post could be... Read more

Originally Posted by YUNGCOOKFANBOY
Thanks for replying, I will at the very least try to wait some more. It's more so the fact that I really need to know why I'm getting this problem rather than because I'm mad i couldn't get my elite that I am becoming rather impatient, but it's been a month since the first problem happened and i couldn't get any actual response from you guys

Alright, I see.

For the issue that has been happening for a month - did you reach out to us right away or did you only do it at a later stage? If you have reached out to us right away and you did not hear back from us within a month, can you provide me with a case number for this?

As far ... Read more

Hey YUNGCOOKFANBOY, thanks for reaching out and I am sorry to hear about this.

I can see that you have created ticket on 2nd of January. Please do note that we're always aiming to respond within 48 hours however in some instances, slight delay is likely due to the volume of contacts we have been receiving over the past 5 weeks.

I will see what I can do to speed up the process for your case, however we would also appreciate if you could bear with us in the meantime.

In case if the matter is really urgent, please note that we also have live-chat available at selected hours and you can access it by going to our ... Read more

Hey SSStarburst, thanks for reaching out and welcome to forums!

Are you using the same connection? If you are and issue only occurs when you are attempting to play at the same time, this will be related to limitations that you have on your internet service.

In order to test it, you can try connecting to the game at a different times to see if issue persists, or alternatively, one of you can try connecting using home internet whilst other one can try using mobile data (or any other internet service) and see if problem persists.

If it doesn't, then I would strongly recommend you to try completing steps outlined in the following ... Read more

Hey Mehmedov-R, thanks for reaching out!

This is rather unusual request and I do not think I have heard this ever before.

Could you advise us what tournament is it and who is organising the event? Any links where such information is stated would be great too.

Let us know!

Hey A_Talking_Tree, thanks for reaching out and I am sorry to hear about the problem you're having.

I had a look at the communication that was provided to you and you have been informed that the issue you're having is something that our team is aware of as it is currently affecting a number of players, therefore our development team is actively working on getting this resolved.

We do apologise for the inconvenience this is currently causing and are thankful for your patience in the meantime.

If you do happen to have any further questions, let us know!

Originally Posted by igorfire261
I have been pinging R6,360 for 5 months on the SA server, using vpn drops to 130, but it remains high, Upnp enabled

Thank you for your translation!

If you have been experiencing extremely high ping, I do not know whether you have tried this already however steps outlined in the following ... Read more

Hey GhostySweep, thanks for reaching out and welcome to forums!

I had a look at your ticket that you're referring to, and in order for us to proceed, I would like to ask you to create a case from the account where game is currently located. To add, we will also need you to provide us with a full and uncropped screenshot showing proof of purchase for your game, therefore in order to do so, make sure to refer to steps outlined in the following article.

Once that's done, let us know and we will have a look ... Read more

Originally Posted by ignBAD_
It happens every time the new round in match starts or I press ESC. I contacted producer of my keyboard (razer) and we found out that the problem is not with the keyboard or with the software ( razer synapse 3) cause i dont have that bug in other games. They said it could be cause compatibility between keyboard and game. I reseted my controls and problem was still there. I have open case for this btw.

Thanks for getting back to us there.

Could you advise what exact keyboard model is it? Also, as far as your controls go, did you try changing 'Shift' or 'ESC' buttons to anything else, just to see if problem remains? Also, as you've mentioned your... Read more

Hey guys,

Just to keep you in the loop - I appreciate things may have been taking longer than anticipated however I can reassure you that this matter is being reviewed and we will not leave it.

As soon as we will have any further information, details will be posted here, in our official forums, so keep an eye.

Thank you for your patience in the meantime and apologies for the inconvenience this is causing.

Hey SirHarryPierce, thanks for reaching out to us, bringing this up and apologies about the delayed response from our team.

Before this gets forwarded to our development team, may I ask you to clarify the following:

1. Does something like that happen in every game or just occasionally?
2. Did you notice any consistencies with actions taking prior to the influence message that may have led to this happening?
3. I have looked up the video you've uploaded on YouTube and it appears to be quite lengthy one, therefore could you give me a time-stamp of when Influence message popped up?>

Let us know!

Hey Tommo_.2, thanks for reaching out to us and I am sorry to hear about the issues you ran into.

As far as 'Failed to load player profile' issue goes, we have a dedicated article for it, so have a look if you haven't already and try completing steps suggested.

In regards to console layout on PC, we can confirm that we have indeed received a number of players contacting about it and issue is currently under review by our development team.

We do apologise about the inconvenience this may be causing and as soon as we will have some further updates, details will be posted in our official forums, so keep an eye! ...

Thanks for your swift response!

Did you try restarting your game? Also, could you advise when was the last match (exact time if possible), when you did not receive renown?

Hey Artemis_Son,

Thanks for reaching out and bringing this up.

We can confirm that this issue has been forwarded to our development team who are looking into the matter further.

As far as renown goes however, this is only a visual issue and you should still receive your renown, however please bare in mind mind that there's a possibility for a slight delay and it might not appear directly after finishing the game.

Hey FrozenFox26,

Thanks for your response there!

As it stands, we continue to have players who are requesting past Seasonal Charms to our Support Teams.

While I do understand the desire to obtain it, regrettably our Support team is only able to compensate for any errors in previous Season, which at this point would be the Operation Shadow Legacy.

I do appreciate that this was not the outcome you have been anticipating and apologies for not being able to assist you with this.

If you do have any further questions, let us know and we will get back to you.

Thanks for your swift response!

If you have sent us message via one of the platforms then we will get back to you at the earliest possible convenience . However if you would like to receive immediate support, we have live-chat (although not 24/7) that is available too!