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  • locked topic_solved [RESOLVED] Assassin's Creed Valhalla missing from Ubisoft Connect library after purchase | POST HERE

    0 likes/1196 replies/16056 views
    DrFishticks
    ubisoft:x-posts, 1

    I have the same issue. Order is confirmed under 'My Orders' and money is gone from bank account but it doesn't show up in library.

  • subpeidk
    ubisoft:x-posts, 15

    More than 24 hours still didn't get a reply and still didn't get the game.
    CAN SOMEONE PLEASE HELP ME 400 euros flew away.

  • Yokikake
    ubisoft:x-posts, 7

    How u doing guys? 22 hours there

  • subpeidk
    ubisoft:x-posts, 15

    @samendio Same it said to me "ops order failed" i tried again 4 more times said the same thing and when i checked my bank account i found the the price of the game got deducted and when I looked in my order history there was nothing.

  • subpeidk
    ubisoft:x-posts, 15

    @Ubi-Baron its been more than 24 hours since i tried to pre-order the game it said "ops failed try again" I tried for more times the same thing happend I checked my bank account and found out the the price of the game got deducted 5 times and then i went to my order history and it was empty can you help me and the other people like me.
    Thank you.

  • PMacleod
    ubisoft:x-posts, 58

    I purchased the Ultimate Edition of Assassin's Creed Valhalla yesterday, the money has been taken and confirmed by my bank, however, there was no conformation email and the game is not in my library. It is over 24 hours now and I have had no response from support. I am seeing the official update saying this issue is now fixed and the game should be in the library of those effected. This is not the case for me. The game is still missing. I used Ubisoft points for the 20% discount as well as getting the pre-order discount, will this still be honored or am I going to lose all discounts and points? This is a really poor show, I was not annoyed at the beginning as I know these things happen, but a day later with no communication is not acceptable.

  • Sir.MurangaA
    ubisoft:x-posts, 10


    I have the same problem, 48 hours have passed and nothing of the game in my library, I already sent 2 tickets without any answer

    order -1014411588

  • PMacleod
    ubisoft:x-posts, 58

    @sir-murangaa The lack of communication is what makes it worse. I have tried to use the live chat and it saw 'your chat will begin soon' nothing ever happens. There is absolutely no excuse for 48 hours with no communication. I also like how Covid was blamed for the release of digital codes, I feel it is now just a scape-goat.

  • devastator0327
    ubisoft:x-posts, 7

    @ubi-baron Thank you ! Unfortunately I still do not recieved the game. I have tried to contact Support team on twitter but no answer yet. Do you need any proof from my side ? I need a refund or something from Ubisoft side since I have pre-ordered the game to be able to play it immediately when it is available but I do not have anything.

    I have paid for it !

  • Sir.MurangaA
    ubisoft:x-posts, 10
    I am requesting a refund on the credit card, and I will not buy the game again.


  • PMacleod
    ubisoft:x-posts, 58

    @sir-murangaa I do not blame you. I certainly will not be paying £120, if they refund my pre-order and I have to pay the inflated price. I would expect them to compensate those affected by this issue.

  • XIII_ArBlade
    ubisoft:x-posts, 12

    @rutex15 same thing

  • elinWoof
    ubisoft:x-posts, 2

    I've no idea if this is related or if it was the reason it worked. I read somewhere that the ubisoft connect app should have multiple tabs, like "news, games, U+" and I realised mine did not, I just had "news, games". So I uninstalled the application and re-installed it. Literally right after the installation was complete, I got my confirmation email (24h later tho) and when I open the application, it was updated and (yay) the game was in my library. Currently downloading.

    Still, I don't know if it was the reason or not, but you have to wonder about the timing 😛 Just thought I'd write it here, and if it helps someone else.. I also enabled 2-step verifcation in the uninstall progress, unrelated or not, I dont know.

  • Laufafettir
    ubisoft:x-posts, 3

    Money has been pulled from my account, live support told me to wait up to 48 hours until my games shows up in my library. The order doesn't even show up under "My Orders", and I've yet to get a verification email.

  • jdoomkl
    ubisoft:x-posts, 3

    An update from me: game appeared

  • trenny1805
    ubisoft:x-posts, 8

    @elinwoof Ordered yesterday, it shows as an order on Ubisoft Website with payment taken but does not show in orders on Ubisoft Connect and no download available, payed with paypal so can always open a dispute

  • drgibbsongreen
    ubisoft:x-posts, 21

    So after waiting about 6 days I may finally be getting somewhere. I have finally got a case and in the proses of getting it resolved but they are taking so long to reply. I have been waiting over an hour for another response. Lord please help me lol.

  • markmans
    ubisoft:x-posts, 3

    @rutex15 i pre-ordered three months ago so the 48h isn't correct.

  • markmans
    ubisoft:x-posts, 3

    @ubi-baron i pre-ordered the game three months ago and it still doesn't show up in my game library, what kind of compensation can i expect since I should be able to pre-load since last weekend and play since last midnight.

  • Xx4rcherxX
    ubisoft:x-posts, 1

    My game is not in my library, and several hours passed without a response, and case number is 3180290. 😕

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