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  • balboa568
    Original poster 1 posts

    After beginning the trial of champions on AC Valhalla I lost everything in my inventory that I’ve earned up until this point, including mounts and quiver and ration upgrades. It has now been 3 weeks and I’m still getting the reply “we will provide with an update when we have one”. This is absolutely ridiculous as I’ve preordered all dlc and I don’t even want to play this crap anymore because I have NOTHING. I cannot get most of the things back because the weapons and gear collected throughout the game. I pretty much have to play everything over to get back all of the weapons mounts and ravens I had. The word hate doesn’t even describe the way I feel about Ubisoft and it’s support. This level of incompetence and neglect in unacceptable and should be penalized. If I didn’t love the series so much I’d petition to have Ubisoft closed for being utter trash and a crap stain in the gaming world.

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  • Ubi-Froggard
    Ubisoft Support Staff 2289 posts

    Hey @balboa568

    I found your support case and looked into the issue but as mentioned in the support ticket, there's nothing further we can tell you at this time. Also, just so you know, your support ticket closes after 4 days without a response after one of our responses. However, just because your support ticket closes, doesn't mean the issue is being marked as resolved. We have our own communication with the dev team to track issues, and the issue is still known to us and we have also forwarded your save file on to them to help with their investigation.

    Official Response
  • USAFNate
    1 posts

    @ubi-froggard I just had the same thing happen to me, just got Excalibur and grinded to max it out. Guess I'm not using that ever again. Please fix this, it's absurd. Ps4

  • Ubi-Keo
    Ubisoft Support Staff 3723 posts

    Hi @usafnate and welcome to the forum.

    Apologies for the late response, and I'm sorry to hear that you have lost your Excalibur sword.

    If possible can you try loading a previous save before you lost your gear to see if it is restored. If it's not possible or does not work then could you please confirm the following:

    • Roughly how much gear from your inventory have you lost?
    • What was the last thing you did in the game before the gear disappeared from your inventory?
    • Did you experience a crash during gameplay?


    Can you also provide a video showing what gear is remaining in your inventory.

    Official Response
  • ChummySnail5
    4 posts
    Hi @usafnate and welcome to the forum.

    Apologies for the late response, and I'm sorry to hear that you have lost your Excalibur sword.

    If possible can you try loading a previous save before you lost your gear to see if it is restored. If it's not possible or does not work then could you please confirm the following:


    • Roughly how much gear from your inventory have you lost?
    • What was the last thing you did in the game before the gear disappeared from your inventory?
    • Did you experience a crash during gameplay?

    Can you also provide a video showing what gear is remaining in your inventory.



    it’s been almost A YEAR where is the fix??!! This is ridiculous even by your standards you continue to release the dlc as a cash grab without fixing the game. I have the same EXACT problem is this poor soul, and I will not load a previous save which is 30+ hours old that will take me weeks to get back to where I am and still might not fix the problem. Please I beg you don’t reply with “ThE DeVs ARe WoRkIng On it” I’m a befuddled and at a lose of words. I will go to your hq in Montreal which is 5 mins next to me if I have to.

  • Ubi-Peach
    Ubisoft Support Staff 217 posts

    @chummysnail5 I can understand how frustrating this can be. I have reached out to the development team to see if we have gotten any updates or need any additional information for their investigation regarding this bug. I will reach out once I have any updates. Thank you for your understanding in the meantime.

    Official Response
  • ChummySnail5
    4 posts
    @chummysnail5 I can understand how frustrating this can be. I have reached out to the development team to see if we have gotten any updates or need any additional information for their investigation regarding this bug. I will reach out once I have any updates. Thank you for your understanding in the meantime.


    you’re probably annoyed at having to deal with me but I only want to come to a speedy solution and not have to wait several months like the OP did. How can I contact the devs directly?

  • Ubi-Froggard
    Ubisoft Support Staff 2289 posts

    Hey @chummysnail5

    The dev teams can't be contacted directly. Only Ubisoft Support have access to sending them information.

    Official Response
  • ChummySnail5
    4 posts
    Hey @chummysnail5

    The dev teams can't be contacted directly. Only Ubisoft Support have access to sending them information.

    And what did they say?

  • Ubi-Gizmo
    Ubisoft Support Staff 2206 posts

    Hey there @chummysnail5, I have checked into it from my end and I can confirm that they are still investigating. I understand that this may not be the update that you were hoping for, and I want to apologise for any disappointment that may have been caused by this. I welcome you to continue sharing any thoughts or feedback you may have regarding the current issue within this thread, and I will be sure to pass this along to our dedicated teams.

    That said, if anyone else comes across this thread and has experienced the same issue, it would be greatly appreciated if you could answer the questions shared by my colleague above. We will then forward these answers over to our team to assist them with their ongoing investigations.

    Official Response
  • ChummySnail5
    4 posts
    Hey there @chummysnail5, I have checked into it from my end and I can confirm that they are still investigating. I understand that this may not be the update that you were hoping for, and I want to apologise for any disappointment that may have been caused by this. I welcome you to continue sharing any thoughts or feedback you may have regarding the current issue within this thread, and I will be sure to pass this along to our dedicated teams.

    That said, if anyone else comes across this thread and has experienced the same issue, it would be greatly appreciated if you could answer the questions shared by my colleague above. We will then forward these answers over to our team to assist them with their ongoing investigations.

    You people are ridiculous, none the less employ incompetent people that sell a broken game for as much money as possible. Then when the game breaks, unsurprisingly, you keep telling the players lies and making them wait months/years instead of taking responsibility and doing the right thing by either fixing or giving the money back. This is literally robbery give your consumers a faulty product and when they get upset you tell them the same generic line “wE ArE INvEStiGating it” like [censored] are you investigating a crime scene?

    I can’t express how infuriating you people are. I really doubt you are even working on this in the first place. I took a coding class and even I can give a rough estimate on when a bug maybe finished but you won’t say this can only mean that the devs aren’t doing anything at all. Imagine going to your car mechanic and they hold your car hostage for months and tell you “they are investigating” how would that make you feel?

  • Ubi-Borealis
    Ubisoft Support Staff 5802 posts

    Hello there @ChummySnail5,

    I apologise for the delayed response. Thank you for taking the time to share your feedback with us regarding the ongoing investigation into missing items after taking part in a Mastery Challenge. I'm sorry for any impact that this issue has had on your gaming experience, and would like to reassure you that the dedicated teams are looking into this further. I have passed on the feedback you have shared to the dedicated teams.

    As advised by my colleague @Ubi-Gizmo, we don't have any updates to share from the dedicated teams regarding the investigation into this issue. Please note that the Player Support team is not involved in the development process, and we are unable to speculate on how long an investigation may take. We are also unable to provide any ETAs for a resolution when these haven't been confirmed by the dedicated teams. If you'd like to learn more about the Update Pipeline, then I recommend checking out this Dev Blog.

    Any future updates will be published within patch notes that are made available within the News & Announcements forum, so I recommend you keep an eye out for these.

    In the meantime, the dedicated teams are still interested in collecting reports from players affected by this issue to assist with the ongoing investigation. If you have not yet provided us with a report, please can you let us know the following information:

    • Which gear is currently available to you?
    • Which Trial was completed prior to the issue occurring?
    • Did anything specific or strange happen during the trial?


    If you have any videos which show your gear has disappeared, that would also be helpful for the ongoing investigation. I recommend uploading any videos to a sharing platform, such as YouTube or Google Drive, as this will allow you to post a shareable link we can take a closer look at.

    Thanks! 😊

    Official Response

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