If you have purchased a 20% discount code and you have not received it or you encountered an error and no longer have the 20% discount available then please contact support on one of the following channels:
Also if you have purchased a game or content and it has not been added to your games library then please check the forum post here for more information.
Please note that we can only provide limited support with regards to Store related issues via the forums, Discord or any other public channel. If you require further assistance then please contact support on one of the support channels above.
This thread is designed to provide you with all of the information you'll need about your query, and to inform you whether it is possible to resolve it without our help. If you are unable to find the answer you're looking for, or if you need further help from us, don't hesitate to get in touch using the methods stated above.
Can we assist on the forums? We can provide limited assistance and guidance via the forums with regard to account creation. If looking to create a Ubisoft Account, you can do so from our account management website. Please refer to the support articles linked below for more information about the creation processes for both standard and young player accounts, and don't hesitate to reach out to us in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts if having any issues:
Can we assist on the forums? We cannot assist with updating your account information via the forums. Many details can be updated without our help over on our account management website, but for those details that do require us to update them on your behalf - such as your country of residence and date of birth - you should reach out to us in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts for further assistance. Check out the support articles linked below for more information:
Can we assist on the forums? We can provide limited assistance and guidance via the forums with regard to two-factor authentication (2FA). We can advise with regard to how it can be enabled, and through what means - but cannot assist with removing it from your account, investigating potentially fraudulent activations, or changing your recovery phone number. If you'd like to set up, manage, or remove 2FA, you can do so on our account management website. If you have lost access to your recovery codes, or need further help with regard to 2FA on your account, please refer to the support articles below and contact us privately in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts:
MANAGING LINKED FIRST-PARTY AND THIRD-PARTY ACCOUNTS
Can we assist on the forums? We cannot assist with the linking or unlinking of external accounts via the Ubisoft Forums. If you would like to manage the accounts you have linked to your Ubisoft Account, you can do so on our account management website in the "linked accounts" section of the "account information" page. Please be advised that, because of the introduction of cross-play and cross-progression, it is no longer possible to fully unlink first-party accounts (ie. PlayStation Network, Xbox Live, Nintendo, and Google Stadia) and link others; only the same accounts can be used in conjunction with your Ubisoft Account going forward. For more information, you can refer to the support articles below:
Can we assist on the forums? We can provide limited assistance and guidance via the forums with regard to other account issues, including temporary and permanent account locks, game transfers, account merges and more. In the majority of instances you will need to contact us in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts for help with these issues, so please don't hesitate to reach out and also refer to the support articles below for more information:
Can we assist on the forums? We cannot assist with closing your account or providing access to your private account data on the forums, though we can advise you where to do both! You can close your account by visiting the account management website, visiting the "account information" page, and scrolling to the "Close your Ubisoft account" section at the bottom. Please read through the provided information carefully before consenting to start the 30-day deletion countdown. From the account management website, you can also request copies of the data associated with your account by visiting the "privacy and communication" page and selecting "request a copy" under "download your information". If you do not receive the email with your data within 24 hours, or if you would like our help with managing, rectifying, transferring or deleting the data we hold, please reach out to us in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts. For more information, please refer to our below support articles:
Please note that funds associated with authorisation holds will be released after 48 hours. Depending on your financial institution, it may take up to 10 business days for the authorisation hold to be removed from your statement.
Customer support cannot expedite the removal of the hold from your statement.
Also due to the nature of the request we will not be able to assist with Store related issues on the forums, Discord or any other public channel.
For any issues relating to your Ubisoft Account, an older Ubisoft game title, or other, please post in our Ubisoft General section of the forum here > https://discussions.ubisoft.com/category/678
Error message's in Ubisoft Connect and how to fix them >
"A Ubisoft Service is currently unavailable" / "A Ubisoft Server is unavailable"
This error message is usually seen if you are using an out-of-date Ubisoft game launcher. To help resolve this issue, please try all of the following steps >
STEP 1. If you are using an outdated version of Ubisoft Connect, or you are using our previous game launcher Uplay, please download the Ubisoft Connect launcher here > https://ubisoftconnect.com/ Please install the new game launcher in the same file directory as any old Ubisoft launchers you may have had previously installed.
STEP 2. Run the program with Administrator rights, but enable this in the games Properties menu, permanently, by right-clicking on the launchers .exe file and the games .exe file, selecting its Properties menu, selecting the Compatibility tab, then check the Run as Administrator box.
STEP 3. Should the above steps not resolve the issue, please try deleting the Ubisoft Connect 'cache' folder, please view this article on how to locate this > https://www.ubisoft.com/help?article=000061966
"Connection lost. A Ubisoft service is not available at the moment"
This message usually means that the Ubisoft Connect launcher is unable to connect to the game servers/service. To try and resolve this connectivity issue, please try the following steps >
STEP 1. First of all please check our Ubisoft Help website homepage, for any news banners that state there may be degradation with our servers in your location > https://www.ubisoft.com/help
STEP 2. Next, please make sure you are using the latest version of the Ubisoft Connect launcher and it is fully updated, you can download this here > https://ubisoftconnect.com/en-GB/ STEP 3. Check your network restrictions, disable IPv6 and disable your Proxy in your network settings on Windows by following each step in this guide > https://www.ubisoft.com/help?article=000064731
STEP 4. Finally, if using Windows 10, try a Network reset > - Click on the Windows symbol on the bottom left of the screen. - Click on the Gear to access the Settings page. - Click on "Network & Internet" - Click on "Network Reset"
After performing each of these steps for your respective error message received, please try launching Ubisoft Connect again.
Please also note that when you created an account you agreed to abide by the Ubisoft Terms of Use. This along with the general Rules above need to be followed in order to ensure our communities are the best they can be.
Official Response Ubisoft Store related issues or queries | PLEASE READ BEFORE POSTING