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  • dcarp85
    Original poster 11 posts

    @ubi-borealis Thank you for the reply! I have been unable to create a support ticket because the chat never loads. I am in the US and trying to access chat at the hours specified for my region but it simply never loads (I have tried from multiple devices and multiple internet connections). Additionally, I have contacted Ubisoft Support via Twitter but have not received a reply to either of the two tweets I directed toward them. Therefore I have no support ticket open that I know of, since I have literally no way of opening one currently.

    I would also like to add that I have made no changes on my end since this issue started. The only change was Valhalla updating to 1.2.0. Ever since then, I have gotten 0x00000004 endlessly. I have tried on both my home internet connection as well as my mobile broadband connection via tethering to my phone. I have no issues with any other games and uPNP is enable on my router to allow ports to open as applications need them. I did go through the motions of manually mapping the port forwarding as a troubleshooting attempt a few days ago but it didn't fix the problem so I reverted. I do not want to set these up again since I know that is not the problem.

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  • Ubi-Borealis
    Ubisoft Support Staff 3571 posts

    Thanks for providing me with some more information about your experiences with the error code, @dcarp85. Thank you for also letting me know the additional troubleshooting steps you have tried as well, such as using an alternative connection and configuring port forwarding. I'm sorry to hear that the error persists after trying these steps.

    As you have encountered some trouble when creating a support ticket, I've manually created one for you. You can find this by logging into the Ubisoft Support website and clicking on the hamburger menu in the top right corner. The menu that drops down should show you "My Cases" - click on that and you'll find your support case (14373440).

    Would you be able to add a comment to this support ticket including all of the troubleshooting steps you have tried so far? Can you also attach an image of the error message you're receiving, as well as your port forwarding configuration, so our technical support agents can use this in their investigation?

    Thanks! 🙂

    Official Response
  • dcarp85
    Original poster 11 posts

    @ubi-borealis Thanks again for the quick reply. I am actually still unable to view the support ticket using the instructions you have provided. Even though I am already signed in, the hamburger menu says I need to login to manage my account and support cases. When following that link to log in, it recognizes that my Ubisoft account is already saved, and asks me to continue. I click continue, and then the circle just spins forever and never actually loads. This is why I have been unable to access chat, same exact problem. I have been unable to access your support site/chat for days at this point and I have tried from multiple devices in multiple locations on multiple internet connections.

  • Ubi-Borealis
    Ubisoft Support Staff 3571 posts

    I'm sorry to hear you're having trouble accessing your support ticket, @dcarp85. Thank you for letting me know what additional troubleshooting steps you have tried as well.

    If you haven't already, would you be able to try the additional steps on this browser troubleshooting support article? In particular, I would recommend clearing your cache/cookies, or trying an incognito browser.

    Please let us know if you're still having trouble accessing your support ticket after trying these steps. Thanks! 😊

    Official Response
  • dcarp85
    Original poster 11 posts

    @ubi-borealis I have tried accessing the support site from multiple devices in multiple locations on multiple internet connections, same result. I have tried incognito mode in Chrome with all extensions disabled, In Private mode in Microsoft Edge with no extensions, same result. I have tried with and without a VPN, same result. I simply cannot get the site to work no matter what I try. This is incredibly frustrating for me as all I want to do is get back to playing Valhalla on my PS5 😞

  • dcarp85
    Original poster 11 posts

    @ubi-borealis So out of curiousity, I created a brand new ubisoft account linked to a brand new email address and tested with that and I was able to login to the support site just fine. Something seems to be wrong with my primary ubisoft account that I am using to post in these forums.

  • Ubi-Borealis
    Ubisoft Support Staff 3571 posts

    Thank you for clarifying the troubleshooting you have tried further for me, @dcarp85, and for testing an alternative account. It's definitely odd that you're able to login on one account, but not on the other.

    I've moved your posts into a separate thread, as this is requiring additional investigation outside of the [0x00000004] error you're encountering in Assassin's Creed: Valhalla. This will allow us to keep the original thread on-topic as we investigate the issues you're having with the Ubisoft Support website separately.

    Out of curiosity, would you be able to try logging into the Ubisoft Support website using a first-party login (such as a PSN/Xbox Live login)? When you're in the login page, you should see some icons underneath the input boxes. You can select the icon of the login you'd like to use.

    If you're still unable to login, would you be able to let me know if you recently made any changes to your Ubisoft account, such as linking a new account?

    Thanks! 🙂

    Official Response
  • dcarp85
    Original poster 11 posts

    @ubi-borealis Thank you for moving our conversation to a new thread and taking the time to assist me with this. As you suggested, I logged in using my PSN ID but I am running into the same issue. The support site prompts me to login to view my cases even though I am already logged in. I following the prompts and log in, however the big spinning circle just spins forever and never actually loads.

    As for recent changes to my account, I've made none that I am aware of prior to the occurrence of the original issue I reported, that being the 0x00000004 error in AC:Valhalla. I have made changes since then to try to resolve the issue, such as unlinking and relinking my PSN ID and changing my account password.

  • Ubi-Borealis
    Ubisoft Support Staff 3571 posts

    Thanks for trying to login with your PSN ID for me. I'm sorry to hear that the issue still persists when using your 1st party login. Thank you for letting me know more about the recent changes you've made to your account, even if these were made after the error started to occur. This is all useful information for the investigation.

    I'm going to forward this case to our specialist team to see if they can take a look at this. Once they've been able to investigate further, we'll reach out to you via this thread with any further steps or updates.

    I'm afraid I cannot provide a definite time-frame for this update. Rest assured as soon as we hear back from them, we will notify you within this thread.

    Thank you 😊

    Official Response
  • dcarp85
    Original poster 11 posts

    @ubi-borealis Thank you, I really do appreciate your help with this. I look forward to hearing back from you or your team.

  • Ubi-Borealis
    Ubisoft Support Staff 3571 posts

    Hello again @dcarp85!

    Thank you for your patience. Our specialist team have been able to take a closer look at this case. We would like to open up a support ticket for this case, as this will require us to take a closer look at your account. For your account's safety and security, we cannot offer this type of support on the forums.

    As you are unable to access support tickets on your main account, we would instead like to open a support ticket on your "new" account, that you can login to.

    Could you please let me know the username of this account, so we can open this ticket up for you?

    Thanks! 😊

    Official Response
  • dcarp85
    Original poster 11 posts

    @ubi-borealis Sure thing. The new account I created is using the email address [redacted] and the username is also 'ubiaccttst'

  • ubiaccttst
    1 posts

    @ubi-borealis Posting here from the test account just so you are sure to have all the info you need. Thanks again!

  • Ubi-Borealis
    Ubisoft Support Staff 3571 posts

    Thanks for providing me with that information, @dcarp85! Just to let you know, I've removed the email address from your message. We would recommend that you don't share this sensitive information publicly on the forums, for the safety and security of your account. If a member of the player support team asks you for account information, your account username is more than enough 🙂

    I've opened up a support ticket for you on @ubiaccttst (14398142). Would you be able to login to the Ubisoft Support website to ensure you can access and update this case successfully?

    I've also sent you a follow-up email to your test account with some additional instructions. For clarity's sake, I would recommend that we continue offering support via the support ticket rather than over the forums.

    If you have any questions or concerns about accessing this support ticket, please don't hesitate to reach out!

    Thank you 😊

    Official Response
  • Ravenlock80
    1 posts

    I found this thread by googling for "Ubisoft support circle spins forever", because I'm having the exact same problem - even though I'm able to log in to the Ubisoft site in general, I cannot get past the gate where it asks you to sign in to view or submit a ticket on the support website. I thought maybe the issue was 2-step verification, but I disabled that and opened an incognito window (like dcarp85, I've tried multiple browsers) and that had no impact. If it's possible, please add me to the list of users having this problem and follow up with me on whatever's discovered.

  • lum1n
    1 posts

    I am having the same issue, circle just spins up endlessly, but I was able to contact support through my smartphone. So how do you guys fixed this?

  • Ubi-Borealis
    Ubisoft Support Staff 3571 posts

    Hello there @lum1n! Welcome to the forums 🙂

    I'm sorry to hear that you're having trouble logging into the Ubisoft Support website. You mention that you've been able to contact support using your smartphone. In this case, I would recommend that you open up a support ticket using your smartphone so our team can investigate this issue further.

    When opening up a support ticket, please can you include any troubleshooting steps you have tried, including any steps you have tried from our browser troubleshooting support article.

    Thanks! 😊

    Official Response

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