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  • moved Purchased 1 Year of Club Access, Took the money, Gave me a confirmation, But not the item.

    0 likes/7 replies/2427 views
    Dylnar112
    Original poster ubisoft:x-posts, 1

    I recently purchased Club Access for Trackmania, purchased it, it took the money from my account, and I received an email detailing the purchase, but nothing appears in my Ubisoft account, or in-game. Any idea what may be the Issue?

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  • Ubi-Thrupney
    Ubisoft Support Staff ubisoft:x-posts, 3343

    Hey @Dylnar112 , welcome to the forums! Great to hear you've gone for Club Access, but really unfortunate that it doesn't seem to be on your account.

    Please note that purchases can take up to 24 hours to arrive. Usually it happens sooner. I'd certainly have expected you to have access by now, five days after your post, but if not, please reach out to our support specialists directly - they'll be able to have a closer look at your account and the transaction to see what's happened.

    Open a support ticket with Ubisoft Help
    Send a Twitter DM to Ubisoft Support
    Send a Facebook PM to Ubisoft Support

    Let me know if you've any other questions at all!

    official-response
  • FASTFRANK1952
    ubisoft:x-posts, 3

    @Ubi-Thrupney
    i just bought club access but have not recieved anything and can't play any club games i also seem to have been double charged please help this is just not good enough.

  • Ubi-Perseids
    Ubisoft Support Staff ubisoft:x-posts, 1157

    @FASTFRANK1952 Hey there! Welcome to Discussions!

    I'm sorry that you purchased the club access but did not have access to it in the game. So that we can help look into this further, please open a support ticket and include an image of the current access you have in-game. We can help look into the issue of being charged twice, and also why you aren't able to access the club games. Thanks!

    official-response
  • FASTFRANK1952
    ubisoft:x-posts, 3

    @Ubi-Perseids thanks i have had the double payment paid back into my paypal account thanks very much for that, but i still can't get into club access should i have recieved a key to input or does it happen automatically?
    as you can see i have been waiting nearly a month now.

  • FASTFRANK1952
    ubisoft:x-posts, 3

    @Ubi-Perseids
    well still waiting for my club access this is beyond a joke i think it is time to bring in trading standards it might only be £9 but if you are stealing off lots of people thos £9 mount up, i have been with TM for at lest 15 years and really think things are rapidly going downhill.

  • Ubi-Keo
    Ubisoft Support Staff ubisoft:x-posts, 5881

    Hi @FASTFRANK1952 apologies for the late response.

    I am also sorry to hear that you still haven't received your Club Access.

    I have checked and can see that you only created a support ticket for the duplicate purchase, which has been resolved. As Ubi-Thrupney previously mentioned in this thread there can sometimes be a delay with a purchase and it can take up to 24 hours to arrive. However, as it has been longer than 24 hours it would appear that there is an issue.

    Therefore we recommend contacting support on one of our support channels that was mentioned so this can be looked into further as this is not something that we can do via the forums.

    In this case I have created a support ticket for you. You will receive an email shortly informing you of this and another email to verify your account. Our Customer Support team will then look into this further for you.

    official-response

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