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View Full Version : Odyssey gold edition not showing up properly in uplay library



ANiMalEd316
09-30-2018, 08:13 PM
I purchased odyssey gold edition after accidentally buying the standard edition which I submitted a ticket to Ubi for 3 days ago asking for a refund on the standard edition

The standard edition shows up normally in my Uplay library and when clicked takes me to the game page where I am able to pre-load however the gold edition tile is blank with a controller symbol on it and when clicked takes me to a blank page saying the game will be available upon release so am unable to pre-load the gold edition to play on the 2nd?

Any help would be much appreciated. have tried uninstalling Uplau etc.

Ubi-Bandicoot
10-01-2018, 08:50 AM
Hey,

Thanks for letting us know. If you pre-load the game now, as you do have the Gold Edition version entitled to your account you should hopefully be able to play during the early access period. Both use the standard format of the game but Gold comes with additional bonuses too.

Can you get me a screenshot of your library so I can pass this over for investigation?

Hugor-49
10-01-2018, 04:25 PM
Hey,

Thanks for letting us know. If you pre-load the game now, as you do have the Gold Edition version entitled to your account you should hopefully be able to play during the early access period. Both use the standard format of the game but Gold comes with additional bonuses too.

Can you get me a screenshot of your library so I can pass this over for investigation?

Hi,

I have a similar issue. I pre-ordered the Gold edition from Green Man Gaming and I can see my bonuses as a blank icon with a controller:

https://imgur.com/a/MR56jvV

Is this normal?

Thanks.

Shandod
10-01-2018, 04:40 PM
Having same issue as Hugor ....

Shandod
10-01-2018, 04:45 PM
Actually I'm an idiot, I have he aforementioned odd coming soon icon, but odyssey is also there and working fine

Ralepozozaxe
10-01-2018, 07:01 PM
I am also having the same issue. I just wish it would say whether i have the gold edition or not, which i purchased. I want to make sure i can play early.

ubi--unicorn
10-01-2018, 07:51 PM
Ralepozozaxe, you do have the gold edition! The empty slot may just be AC3 remaster. (https://support.ubi.com/en-US/faqs/000036915/About-Assassin-s-Creed-III-Odyssey-Season-Pass-version-AC3)

mesterjester
10-01-2018, 10:49 PM
Probably nothing to worry about but I also bought the Gold PC edition but see the regular looking AC: Odyssey box art and the blank controller Coming Soon image. I pre-ordered mine from GameStop and am hoping they gave me a correct Gold Edition code.

Uhuru_NUru
10-01-2018, 11:45 PM
Wish I had any version in my Library.

Bought Gold Edition direct from Ubisoft, around 3 hours ago.
My Orders said It's in my Library, but it isn't.

Invoice says Estimated Date: 04/10/1018

That's two days after the P_lay Early starts, and it's 23@30 here in UK, going off of posy that said game started at 01:00 for them, I assume British Summer Times ignored, as 01:00 BST is 12:00 GMT

Regardless the 4th is unacceptable, when I got Gold Edition and that releases in an hour or so.
Submitted a support Ticket, but only got automated response/

I can't even pre-load standard, as the games just not there

Os2442
10-02-2018, 12:20 AM
I am having the same issue, I purchased the gold edition but when I pre loaded the game it is showing as standard version with a empty coming soon tile with joy stick icon on the side along with it. I contacted Ubisoft support and raised a ticket but I didnít received any reply.
Please help.

Thanks in advance 😊

neni.podstatne
10-02-2018, 07:53 AM
Same issue here, uPlay shows only standard game cover, even though I bought Gold. The empty game slot may well by AC3 remastered, however I would like to make sure tha game loads as GOLD edition not standard.

neni.podstatne
10-02-2018, 07:55 AM
Same issue here, uPlay shows only standard game cover, even though I bought Gold. The empty game slot may well by AC3 remastered, however I would like to make sure that game loads as GOLD edition not standard.

Ubi-Bandicoot
10-02-2018, 09:34 AM
Hey guys,

Please can you all try the steps here: https://support.ubi.com/en-GB/Faqs/000026024/Game-does-not-appear-in-Uplay-PC

If Odyssey does not appear after this, please let us know. Keep in mind, the cover of the game may not state it is Gold in your library, it can just be the standard cover but you get bundled DLC with your Gold edition too :)

ANiMalEd316
10-02-2018, 12:17 PM
Gold edition works fine and able to play at 12.01am on the 2nd. After chatting with support, apparently the blank tile with the controller is a glitch and shouldn't be there and the gold version is the standard artwork tile.

neni.podstatne
10-02-2018, 04:09 PM
Update: The empty slot is indeed AC III Remastered. AC Odyssey works fine, it is GOLD edition.

JohnDo_
10-03-2018, 09:32 AM
At least it shows up. My purchase didnt even show anything

Goose.ZA
10-03-2018, 09:41 AM
Yup same issue here. Nothing showing up at all. you know what did show up??? the bill in my bank account. Nothing delivered as of yet. not the experience I was hoping for. very disappointed. Paid for gold specifically for early access. But by the time a support ticket gets anywhere and is replied to the 3 days are going to be gone already not quite sure what to do.

zcerty
10-03-2018, 09:53 AM
Same problem, game bought 5 minutes ago.
this time the ultimate edition.

Khuntza_
10-03-2018, 09:58 AM
Same as zcerty, I just bought Ultimate Edition through the Uplay store. My orders pages says it's shown in my game library, but that is a lie.

Khuntza_
10-03-2018, 10:01 AM
Cleared my cache as per -https://support.ubi.com/en-GB/faqs/000027310

Didn't help.

Goose.ZA
10-03-2018, 10:01 AM
Not really acceptable honestly. There should be better support.

Goose.ZA
10-03-2018, 10:09 AM
Yeah, clearing cache and all the other steps did not help. fck it. I'm just going to go to bed. was looking forward to this after work today, seriously disappointed. pissed at the amount of money I spent too. I'm really sorry for the guys who bought the ultimate edition. Hope they get this bull set straight.

Khuntza_
10-03-2018, 10:10 AM
I've logged a support case referencing this thread.

Thund3rston3
10-03-2018, 10:11 AM
same problem here..

Xazbot
10-03-2018, 10:24 AM
Hey. Same issue... In "my orders" I don't have anything showing too.

Already cleared the cache and nothing.

Ubi-Bandicoot
10-03-2018, 10:44 AM
Hey guys,

I've just reported this to be looked into further. Can anyone who has tried all the troubleshooting here: https://support.ubi.com/en-GB/Faqs/000026024/Game-does-not-appear-in-Uplay-PC please let me know when you purchased the game? What region you are playing from?

Khuntza_
10-03-2018, 10:45 AM
@Bandicoot

purchased 6:47pm Australian AEST time. Basically 1hr ago.

Khuntza_
10-03-2018, 10:47 AM
Additional info.. I used a 20% discount code. I also have it in my 'Orders' pages saging "Your game is diesplayed in the Uplay PC library".

KxAlpha
10-03-2018, 10:47 AM
Same issue, just bought the Gold Edition using store.ubi.com and afterwards, game is not showing up in my library in UPlay or in the order history. Did all the workarounds, restarts, log out, log in again stuff one normally tries, to no avail. Did open a support ticket as well. Credit card has already been charged, so the money side of it is OK as well. I think I should have bought directly via the launcher instead, not that that should make a difference...

Additional Infos:

store used: German version (DE)
current location: Germany
discount codes used: 20% for 100U

Thund3rston3
10-03-2018, 10:50 AM
I bought it one Hour ago in uplay store with 20% discount. European region

SnaxNViolence
10-03-2018, 10:52 AM
@KxAlpha

The issue seems to be the same with purchases made through the client as well sadly. In another thread a commenter said that they did get a response from a chat support staff saying "our payment processing is experiencing a degradation and orders placed are only getting as far as pending delivery status".

At least they are aware of it now. We can only hope that it is a quick fix at this point.

Khuntza_
10-03-2018, 10:54 AM
I purchased through the Uplay client. I also used the 20% for 100U offer as well, did you guys use that as well by chance?

SnaxNViolence
10-03-2018, 10:56 AM
@Khuntza_

Of course, I used a %20 discount, that is the only reason I purchase all my Ubi games on Uplay. At least they reward customer loyalty. :)

nibor134
10-03-2018, 10:58 AM
Can confirm that there is a delay in orders.

Jordan S (10/3/2018, 11:54:50 AM): I can see that the order on your account is currently delayed and that's why you have not received your game yet. This is due to an issue on our end and for that I apologise
Jordan S (10/3/2018, 11:54:56 AM): You should get your game within the next 24 hours

Khuntza_
10-03-2018, 10:58 AM
Im just thinking that using the discount may be a common denominator.. the payment system might not be 'delivering' our game if it thinks we've underpaid ;)

Khuntza_
10-03-2018, 10:59 AM
24hrs.. Boo!

SnaxNViolence
10-03-2018, 11:02 AM
@Khuntza_

That is what I was thinking of too as soon as I saw that everyone started mentioning that they used the discount codes.

@nibo134

Up to 24 hours of delay?... I'm sad to say this, but that is not what we all paid for. :| Here's hoping that it actually gets resolved ahead of that deadline.

Khuntza_
10-03-2018, 11:05 AM
I dont think its unreasonable that we expect to recieve a product at the same time that we are charged for it..

Im with you.. I reckon it'll be sorted in a few hours. 24hrs is just setting an expectation so we are impressed when it turns out to only be 2 and unable to argue if it is 24, I've played this game before.

SnaxNViolence
10-03-2018, 11:10 AM
@Khuntza_

I'm with you bud. :D I work in hospitality, so setting expectations that you can easily over-deliver on is something I can understand, but sometimes issues can be a real pain in the neck, especially in computing and informatics.

Actually in the other thread, one of the guys have edited their comment saying that they eventually received their game about 2 hours after the purchase. Sadly mine still hasn't been delivered almost 3 hours after now. :(

Thund3rston3
10-03-2018, 11:12 AM
That would be very weird because I received a confirmation email saying everything is completed. When a order is delayed you wouldn't receive this email, right?

zcerty
10-03-2018, 11:13 AM
I bought a game in Ireland, I checked my bank transfers and was paid.I also used a 20% ubi club promotion.I think the problem is with uplay, because each of us bought the game there ,
if you log in to ubisoft account, there is no transaction there.

Khuntza_
10-03-2018, 11:15 AM
@Thund3rston3.. I dont even have that email. Ive got one from paypal and one with my discount code. No actual confirmation code just yet..


....AND MY GAME JUST LANDED!!

Khuntza_
10-03-2018, 11:17 AM
Confirmation email arrived at the same time the game appeared in my library. Took 1hr 30min for me in the end.

SnaxNViolence
10-03-2018, 11:19 AM
@Khuntza_

Good on ya bud, enjoy. :D

Sadly mine is still "missing", even though my e-mail arrived the moment I paid for the game. Weird.

Khuntza_
10-03-2018, 11:22 AM
I hope you guys all get yours soon.. it does look like just a genuine backlog in their system. I guess its not a regular thing.

Good luck all!

Thund3rston3
10-03-2018, 11:34 AM
I have the game as well! now waiting for downloading :O

Ubi-Bandicoot
10-03-2018, 11:50 AM
Appears we had some store side degradation this morning so the orders were delayed in appearing to your accounts. If you purchased them today, we are looking into resolving this currently.

Ubi-Bandicoot
10-03-2018, 11:50 AM
Thanks to everyone who has confirmed they are now appearing :)

SnaxNViolence
10-03-2018, 11:57 AM
Just to clarify with those who already received their game, did you keep restarting Uplay or did it just pop up in the library?

zcerty
10-03-2018, 11:59 AM
I am still waiting, I got an email right after the purchase ,it's already 3h:confused:

Flamnoir
10-03-2018, 12:08 PM
I bought the game a few hours ago, local time 10.30 EU (danish time) and it doesns show up in my library and the invoice says it wont be "shipped" until tomorrow 4.october ??
Seems a little wierd that a digital game wont ship until the following day.

Ubi-Bandicoot
10-03-2018, 12:18 PM
https://support.ubi.com/en-GB/Faqs/000037621

More info can be found in this FAQ guys, we are working on it :)

nibor134
10-03-2018, 01:06 PM
What if the order status says?

"Your order history is empty"

Ubi-Bandicoot
10-03-2018, 01:17 PM
What if the order status says?

"Your order history is empty"

Have you made sure you're logged in to the right account you bought the game on? Did you receive any e-mails with an order number or anything like that? Has payment been taken?

zcerty
10-03-2018, 01:23 PM
I am also showing "Your order history is empty"
and I have a purchase history on uplay
and I received an email confirming the purchase
YOUR ORDER REFERENCE: 06954342

nibor134
10-03-2018, 01:31 PM
Yes im logged in to the correct account, I received a confirmation email that the order has been processed. Both from Ubisoft and Paypal.

zcerty
10-03-2018, 01:57 PM
I have the game after 6 h .
Thank you ubisoft:nonchalance:

KxAlpha
10-03-2018, 02:18 PM
OK, got my game now as well. Thanks.

Ubi-Bandicoot
10-03-2018, 03:40 PM
I have the game after 6 h .
Thank you ubisoft:nonchalance:

Thanks for confirming this, extremely sorry about the inconvenience