Sorry for the late response.
Your case has not been submitted yet.
Before we can do this could you please go to https://support.ubi.com
and login to your account. Once you have logged in click on the menu button in the top right corner of the screen and select 'My Cases'. Click on case reference 12771561
and then add the following information to your case:
ARE ANY CHARACTERS HARDCORE CHARACTERS?:
LAST TIME ACCESSED:
ESTIMATE OF XP: