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  • MKumitsu
    16 posts

    @ubikoality Thank you. I hope something good will finally come out of this.

  • UbiKoality
    Community Manager 445 posts

    @mkumitsu I am sure our team will be able to help! Thank you once again for being so patient, it means a lot during busy times like this. 🙂

    Official Response
  • Ubi-Woofer
    Ubisoft Support Staff 1258 posts

    @karlek98 Hey there, I checked your account and can see that a refund request was submitted for the game before it had reached your account. We had some issues previously with delays in digital content delivery, and as it appears you submitted this request before the content was pushed to your account, it may have caused an issue. For this issue, please continue to wait for an update on your case 13226117, and refrain from creating duplicate requests for support. This does not help and does not enable us to assist you any quicker. I have left case 13264576 open as well regarding your issue with Ubisoft+.

    @sjlkajsdlufo I can only reiterate what my colleagues have told you on Twitter - we do not have any record of a successful transaction for the game on the account you are posting on these forums from. Our specialist team did however find that, on another account, there is a successful transaction for the game, paid for with PayPal with the transaction ID you quoted, so it appears you may have purchased the game on the wrong account. If you need our help to recover your access to that account, please update your case.

    @N0wh3re I can see your order processed and you have since been playing the game. I hope you have been enjoying it 🙂

    I'll be locking this thread down now as we can't provide further support with store orders here on these public forums. Please reach out privately if you need further assistance.

    Official Response
  • ElGatoRick
    10 posts

    I still don't have my game, I bought it more than 1 month ago
    My case is the numer 13264496

  • James0n97
    7 posts

    I bought the game Assassin's creed Valhalla but I didn't recieve it. The money are taken from my bank account and I don't have the game. Could you help with solving the problem?

  • James0n97
    7 posts

    I bought the game Assassin's creed Valhalla but I didn't recieve it. The money are taken from my bank account and I don't have the game. Could you help with solving the problem?

  • juliansandtorv
    1 posts

    So I bought the game twice this week. Once on sunday where there were issues with the payment, and the reservation got lifted so thats fair enough. But I bought it again today, and it doesnt show up in my library. I have not gotten a confirmation on the purchase by mail either, only thing I can see is that if I go to my ubisoft connect on my computer, it says on the orders tab that it has been purchased, and that the game is displayed in my library (which it isn't).
    So, for the 10.000.000th time, can someone PLEASE, for the love of god, GIVE ME MY STUPID GAME.
    Oh, and I bought it many hours ago, and dont tell me to wait a minimum of 24 hours, cause Ive waited enough already. Just fix it once and for all.

  • tiby125
    1 posts

    @ubi-baron
    can you please have a look at my case, it has been 10days and still no response

    • CASE NUMBER
    • 13111585 CREATED
    • SUN, 8 NOV 2020 14:51 UTC+0


  • AcousticsdB
    3 posts

    Ok.. I bought the game on november 16th and has been almost 3 days and don't have the game. Money has been taken from my bank and ubisoft connect says that my game is alrready in library. No answer from ubisoft. 😞

  • speech-boy13
    1 posts

    I purchased AC Valhalla on PC via Ubisoft Connect store. Its been two days and it's still not showing up in my games library. No email confirmation of my purchase and no response form support for 2 days on my support ticket as well as facebook chat. What else am i supposed to do?

    My bank account shows i've been charged by Ubisoft. This is getting really disappointing.

  • hamsterarrse
    3 posts

    AC Valhalla Gold for PC purchased from Ubisoft store yesterday, 18th November.

    Paypal payment taken, and also 100 U-tokens used for the discount.

    Game has not shown up in the library (I reinstalled Ubisoft connect, cleared cache, etc).

    Raised a support ticket 2 hrs after purchase. Still waiting for a response 24hrs later...

  • cavazoshj
    2 posts

    As per their statement, when purchasing the game, I was under the impression the issues of the game not being visible after purchase was resolved. This is clearly not the case as it has been over a day since purchase and I have no game, no email, and no help from any kind of support staff. Is anyone else still having this issue recently? I opted to purchase the game through Ubisoft to support the developers but it appears I should have gone through Epic.

  • cavazoshj
    2 posts

    This issue is NOT resolved and very clearly still happening to many people, including myself.

  • AcousticsdB
    3 posts

    Greetings,

    I've purchased the game last sunday (november 16th) and after 4 days I cant see the game on game's library. Can you help me to solve this issue?

  • Ubi-Spud
    Ubisoft Support Staff 702 posts

    Hey there, I'm really sorry that you haven't received the game. I cannot see the order on this account, so it would be best to contact us personally so we can investigate this for you!

    Official Response
  • Ubi-Litten
    Ubisoft Support Staff 178 posts

    Hi all, sorry to hear you have experienced this issue while attempting to purchase Assassins Creed Valhalla from our Ubisoft Store. As noted elsewhere above, our Store team is aware of a issue causing a longer than expected turnaround time between this transaction completing and the game been made available on our players accounts so allow me to apologies for any confusion or inconvenience this may have caused.

    In the meantime, while I would not be able to discuss any specific payments or transactions on this public forum, if you are still missing this content please feel free to contact us with your order / transaction number and one of our team will be happy to get this looked into.

    Official Response
  • Ubi-Litten
    Ubisoft Support Staff 178 posts

    Thanks for getting in contact and apologies for any delay responding to both this case and your support ticket. While we would not be able to discuss any specific transactions on your account via this open forum, please feel free to contact us directly and we be able to look into this further.

    Official Response
  • UbiKoality
    Community Manager 445 posts

    @CZSensei @Lorin111
    My apologies for the delayed reply! If you both are still missing your purchased copy of Assassin's Creed Valhalla, please reach out to our team at support.ubi.com. They would be best equipped to investigate this further with you and provide the insight desired. Thank you for your patience!

    Official Response
  • UbiKoality
    Community Manager 445 posts

    @B_Unreal @Cyborg_Panther I'm extremely sorry for the delayed reply and for the inconvenience you have experienced as a result of Assassin's Creed Valhalla. If you are still needing assistance at this time, please open a case at support.ubi.com. Our team(s) would be more than happy to investigate this further with you and provide the desired assistance. Thank you so much for your continued patience.

    Official Response
  • UbiKoality
    Community Manager 445 posts

    @w2dpatty Hello there! My apologies for the delayed response. I'm also incredibly sorry for the initial inconvenience you experienced after purchasing Assassin's Creed Valhalla. If you're still missing your purchased copy of the game, please open a case at support.ubi.com. From there, your regional Store team will be able to investigate this further with you and provide the assistance necessary. Thank you!

    Official Response

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