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  • DoubleVisionILB
    Original poster 2 posts

    Hello, I have purchased Anno 1800 Complete Edition Season 4 + Cosmetics Pack Bundle + Seasonal Decorations Pack on Epic Games Store. In-game and in Ubisoft Connect I have access to all DLC, except for 6 cosmetic packs, included in Cosmetics Pack Bundle, although I have bought them on Epic Games Store. The EGS account have been linked with Ubisoft Connect and all DLC have been transferred, except for Cosmetics Pack Bundle. Please, help resolve this issue.

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  • Ubi-TheBerry
    Ubisoft Support Staff 4790 posts
    Best Answer

    Hey @lanthonyptang ,

    Both the base game and DLC need to be owned via the same platform.

    If you own the game via Ubisoft Connect, DLC then bought via the Epic Games Store will not be compatible with your game copy and vice versa.

    As it appears that you own the game via Epic, the DLC will need to be purchased there too.

    Please could you open a direct case via our Support Site, Facebook or Twitter so we can look at refunding your DLC purchase?

    You'll then be able to re-buy the cosmetics pack via the Epic Store if you choose to do so.

    Thank you!

    Official Response
  • Ubi-TheBerry
    Ubisoft Support Staff 4790 posts

    Hey @doublevisionilb ,

    As you own the game and DLC via Epic, there shouldn't be any issues accessing the content.

    Are you launching the game via the Epic launcher?

    And may we please see some screenshots of your available cosmetic options in-game to confirm the DLC content isn't accessible?

    Thank you!

    Official Response
  • DoubleVisionILB
    Original poster 2 posts

    @ubi-theberry Yes, I tried launching via EGS or via Ubisoft Connect - same result.

  • Ubi-Nacho
    Ubisoft Support Staff 1736 posts

    Hi @DoubleVisionILB

    Thank you for those screenshots.

    Would you be able to try following the steps below, to see if this helps the cosmetics pack to appear correctly:
    • Close the Epic Games Launcher.
    • Go to your system tray, at the bottom right side of your screen.
    • Find the Epic Games Launcher icon and right-click the icon.
    • Select Exit from the menu that appears.
    • Go back to the system tray and check if the Ubisoft Connect logo is there.
    • If it is, right-click the logo.
    • Select Quit from the menu that appears.
    • Lastly, restart the Epic Games Launcher and launch your Ubisoft game.

    Let us know how this goes!

    Official Response
  • MontyDJBerlin
    1 posts

    @ubi-nacho I have the same issue. Bought the cosmetic bundle via Epic. Wasn't regognized by the game or Ubisoft player.
    I tried following your steps above. No result. I already tried to refund at Epic. They won't.
    I own all season passes and really need to buy this 25 Euro bundle twice now?

  • Ubi-Perseids
    Ubisoft Support Staff 997 posts

    Hello @montydjberlin and welcome to Discussions!

    I'm sorry to hear that you are also having trouble accessing this DLC after purchasing it from Epic. Thanks for trying those steps that @Ubi-Nacho posted above!

    I'd like you to please also try to run both the Ubisoft Connect client and the Epic Games client with administrator rights. You can find the steps to do so here. After that, please go ahead and verify the game files in Ubisoft Connect and let me know if you're able to access the content after that.

    Official Response
  • patrickzero133
    4 posts

    Hola tengo el mismo problema que los anteriores compre en la tienda de Epic el o la generacion de claves de los productos de parte de EPIC agradeceria que se intentara solucionar a la brevedad, se que esto es solo cosmetico pero hombre he pagado por ello.

  • Ubi-LadyBlue
    Ubisoft Support Staff 642 posts

    Hello @patrickzero133.

    I'm sorry you're having trouble accessing your DLC as well.

    This forum is managed by Ubisoft US and UK teams so we ask that any posts be made in English so we can effectively moderate.

    That being said, were you able to complete the steps provided by @Ubi-Nacho and @Ubi-Perseids?

    Official Response
  • patrickzero133
    4 posts

    no I haven't had any luck with that, in fact try doing those steps before posting.


    I have contacted Epic but they are not helping much with the matter either, the manager believes that the dlc are managed from the Epic client as with non-Ubisof games

    and yes i use a tralator my inglich is a lithe broke.

  • Ubi-LadyBlue
    Ubisoft Support Staff 642 posts

    Understood @patrickzero133. I'm sorry those steps didn't help.

    Could I have you start a Support Case with us so that we can look into this a little further with you over private channels?

    Official Response
  • patrickzero133
    4 posts

    I have done that ,and the case is escalated, the technical service had me doing endless "solutions" of the manual to try to end my patience, obviously there is some problem in the activation of the codes between the Epic client and Ubisof.



    after so many days these for throwing in the towel and giving up the money.



    I don't know if the team lacks the capacity or the will to help, I think that 8 days of waiting is an excessive time to solve or at least clarify that there is no intention to solve a problem.

  • Ubi-Milky
    Ubisoft Support Staff 3920 posts

    Thanks for letting us know about this patrickzero133.

    I can see the case on your account has been escalated to a higher team, to look into this issue with the DLC, I am unable to give a timeframe of when this DLC issue may be resolved for you, but we will be in touch with you over another email when we have an update to share with you or any progress is made. Thanks for making a case with us and please stand by over the next few days for another email from our escalations team. Thank you for your patience.

    Official Response
  • patrickzero133
    4 posts

    case update.

    escalating the issue is just sending the client to a limbo, the fastest solution in this situation is to request a refund from EPIC and already, they solved it in MINUTES.

    In the end, I got the product directly from the Ubisof store, where it was activated without any problems.

    The Ubisof Client service is a tramp

  • Ubi-Milky
    Ubisoft Support Staff 3920 posts

    Hello @patrickzero133 thanks for letting us know you made this purchase via Epic and sorry for any delays. I am happy to hear you were able to purchase from our Ubisoft Store instead without any further issues. Thank you for the update.

    Official Response
  • lanthonyptang
    1 posts

    I been having trouble with this too. Both Ubisoft support and Epic support keep saying there is nothing to do or wasting time with no follow ups. And from what I am reading here it sounds like in most cases it becomes a limbo state. This is frustrating, I just want to play the dlc or get my money back so I can buy it through the proper channel since apparently linking account between uplay with epic store isnt a straightforward process when it comes to this kind of dlc

  • Ubi-TheBerry
    Ubisoft Support Staff 4790 posts
    Best Answer

    Hey @lanthonyptang ,

    Both the base game and DLC need to be owned via the same platform.

    If you own the game via Ubisoft Connect, DLC then bought via the Epic Games Store will not be compatible with your game copy and vice versa.

    As it appears that you own the game via Epic, the DLC will need to be purchased there too.

    Please could you open a direct case via our Support Site, Facebook or Twitter so we can look at refunding your DLC purchase?

    You'll then be able to re-buy the cosmetics pack via the Epic Store if you choose to do so.

    Thank you!

    Official Response
  • jimbardian
    1 posts

    Having the same issue. Please address this with Epic!!

  • Ubi-TheBerry
    Ubisoft Support Staff 4790 posts

    Hey @jimbardian ,

    Please refer to my previous post (which I have also pinned for better visibility) on this.

    For compatibility purposes, both the game and DLC must be purchased / owned via the same platform (Epic Games / Ubisoft Connect / Steam).

    We cannot force DLC / Base Games from a different platform to be compatible with eachother.

    If you own both the Base Game and DLC via Epic, please create a case with us via the links I've provided in my last post.

    If you have purchased the DLC on the wrong platform, please reach out to the relevant store for support (if DLC was bought via Ubisoft Connect when the game is on Epic, please again, contact us via the links below).

    Thank you!

    Official Response
  • Eredrim. 0
    1 posts

    @Ubi-TheBerry
    Have you made any progress on this in 3 months? I have the same issue. I bought the Season Pass and the cosmetics bundle on the EGS. The Cosmetics pack doesn't work. It doesn't matter if I launch from EGS or Ubisoft connect.
    EGS won't refund the DLC either. Get your act together and find a solution as failing to provide a product you sell isn't part of the deal.

  • Ubi-LadyBlue
    Ubisoft Support Staff 642 posts

    Hello @Eredrim-0 and welcome to Discussions.

    My apologies that you're having such a frustrating experience after purchasing the Season Pass and Cosmetics Bundle from Epic Games. Were you able to complete the steps provided by @Ubi-Nacho above?

    If so and it's still not resolved, please run both Epic Games and Ubisoft Connect launchers using Administrator rights as shown here and verify the game files.

    If you're still not able to access it, please go ahead and create a Support Case with us via the links in the pinned post from @Ubi-TheBerry.

    Official Response

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