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anders_190
12-30-2012, 02:54 AM
Hello!

I got an email tonight that claimed that someone had changed my email and password on my Uplay-account. That person wasn't me and yes, my account was unusable.I have tried to contact Ubisoft to have the changes reversed. The wierd thing is that this thief could change both the password and the email without any requests of confirmations being sent to my email. This really isn't good at all.

The received email:
http://i.imgur.com/23vB9.png

If there is some kind of attack going on it might be about time to look up your own accounts so the same thing doesn't happen to you. Any of you having dealt with **** like this before?

//Anders

EDIT:

Post from officialls in the thread, read these for instructions if you too have lost your account:

http://forums.ubi.com/showthread.php/743348-Stolen-Uplay-account?p=8839083&viewfull=1#post8839083 (#6)

http://forums.ubi.com/showthread.php/743348-Stolen-Uplay-account?p=8849628&viewfull=1#post8849628 (#154)

http://forums.ubi.com/showthread.php/743348-Stolen-Uplay-account?p=8849856&viewfull=1#post8849856 (#163)

MrKerrAvon
06-06-2013, 01:34 AM
Hi. I am from the UK and I am trying to order the Black Chest edition of Assassin\'s Creed IV for XBox 360 from your UK website but keep getting a "Payment authorisation failed" message when I try to go through the checkout.

I have tried using PayPal and entering my credit card details directly at the checkout. I know that there is not a problem with my credit card. My credit card billing address and delivery address are both in the UK, but I am currently working overseas - could the fact that I am not currently in the UK be causing the problem? If so, please advise how to resolve this problem. Thanks.

Ubi-MoshiMoshi
06-06-2013, 10:04 AM
Hi and welcome to the forums, the website should redirect you to the correct region, have you tried using a different browser?

I suggest contacting Customer Service https://shop.ubi.com/store/ubiemea/en_GB/DisplayContactFormPage/ThemeID.8605700

Which browser are you using? so we can report this issue.

MrKerrAvon
06-08-2013, 02:15 AM
Hi, thanks for the reply. I'm using Firefox, but that's not really the issue.

I am from the UK, trying to order a UK (or EMEA) special edition of AC4 from the UK Ubi store with a UK credit card for delivery to a UK address. Yet because I am temporarily working outwith the UK (I'm working in the Middle East but will be back in the UK when the game is released and would like to have the special edition) and therefore placing the order from overseas, the web store won't let me order it for delivery to a UK address (or more correctly, it won't let me use my card or Paypal account to pay for it). I have ordered from the store before (when I was in the UK) so there is an audit trail showing that I am a Uk resident and not trying to circumvent regional restrictions, which I understand are there for a reason. Not letting a UK resident place an order for delivery to a Uk address, using a UK credit card just because he is not physically in the UK at the time of ordering makes no sense to me and I have never experienced any other online store acting like this.

It is particularly annoying when EMEA (which the special edition is being described as available for) includes the Middle East. I get that you don't deliver to the country I am TEMPORARILY living in, but my physical location should have no bearing on me placing an order for deliver to my home address in the UK!

I realise that you are a forum mod and so this may be outwith your remit but if you can pass this on to someone who can help and suggest a solution I'd appreciate it.

Thanks again.

Ubi-MoshiMoshi
06-08-2013, 06:43 PM
I suggest contacting Customer Service https://shop.ubi.com/store/ubiemea/en_GB/DisplayContactFormPage/ThemeID.8605700 as mentioned in my previous post, they will be able to further advise you.

XtzyGhosty
08-24-2013, 09:20 PM
Hi everyone.

On my uplay account i already have activated a copy of Splinter Cell Blacklist Deluxe Edition. My question is, can I activate another Promo Code on the uplay store (you know, from nvidia cards) to get another cd- key xxx-xxxx-xxxx-xxxx-xxxx format or smth like that, of the game that I can trade afterwards ? Or the game is automatically tied to my account ?

Ubi-Lhainiev
08-26-2013, 09:22 PM
Hi GhostyR0 - It will be tied to the account and unfortunately cannot be merged, transferred or swapped.

MarvelsM
08-29-2013, 04:00 PM
Hi. I am from the UK and I am trying to order the Black Chest edition of Assassin\'s Creed IV for XBox 360 from your UK website but keep getting a "Payment authorisation failed" message when I try to go through the checkout.

I have tried using PayPal and entering my credit card details directly at the checkout. I know that there is not a problem with my credit card. My credit card billing address and delivery address are both in the UK, but I am currently working overseas - could the fact that I am not currently in the UK be causing the problem? If so, please advise how to resolve this problem. Thanks.

I have the same prob. had have contact with ubi-support and they told me to try again after 72 hours
its now been 96 + hours and still no succes
on both occasions I rang my creditcard company and told me ubi isn't accepting or confirming the order, the creditcompany is still waiting to transfer the mony
the browser isn't the issue here, chrome; FF; or IE all get the same err.
by the way tried it with all kind of payment method but with no succes

If they wont sell this version in retail-shops, then this will be the only version of AC I wont have and also the only version I will miss the statue of
Very pissed off now. Think ill wait until the normal version is about 20eur and MAYBE ill buy it then.

MarvelsM
08-30-2013, 09:00 AM
It's now been a month+ that I'm trying to order the black chest edition of the ubi-store and it keeps on giving me a server error

I rang my credit card company and they told me that it is ubi that isn't accepting or confirming the order,
the credit-company is still waiting to transfer the money and they even told me they have looked in their log files and given a all is OK to the ubi-store
But still with no success, The Ubi-help desk just tells me to try again after 72 hours and up till now still with no success either.

Browser type isn't the issue here, chrome; FF; or IE all get the same err. I even tried it with different kinds of payment method still with no success

I've been buying all the special editions from the normal retail-stores and it now seems I'm gonna miss this one because of this fault and not distributing the special editions to normal vendors as before

Does someone has this prob. also or knows a solution that does work (im in the Netherlands, but have seen that there are more peoples with store prob.)
Or
Can someone at ubisoft please have the special editions to be sold also at the normal points as they have always done, because this isn't helping at all

Ubi-Lhainiev
08-30-2013, 04:09 PM
Hi MarvelsM - Im sorry to hear your having trouble getting your hands on the Black Chest edition; and the thing is, Support is the department that needs to help with the Uplay shop errors. The forum moderators can't do much unfortunately. Can you up-date your existing ticket so you get a new reply?

Rise_Tragedyyy
08-30-2013, 10:31 PM
I am attemting to buy Lock On: Modern Air Combat so that I can buy DCS: Flaming Cliffs 3, but when I go to check out, it asks me to log in, and when I type my information in, it says there was an error logging in.

http://i1298.photobucket.com/albums/ag52/Rise_Tragedy/error_zpsdb8d1386.png


If anyone could help, I would really appreciate it.

Rise_Tragedyyy
08-30-2013, 10:32 PM
http://i1298.photobucket.com/albums/ag52/Rise_Tragedy/error_zpsdb8d1386.png
Here is the link for the picture if you cant see it.

killersubbn
08-30-2013, 10:50 PM
Same happen to me. Got a Nvidia SplinterCell Code and cant "buy" Splinter Cell....

boylekpatrick
08-31-2013, 12:52 AM
Yup, same here. I called Ubisoft support and was told the Uplay login servers are down with no ETA. This is a great example of why you don't do DRM like this. Uplay is utter crapware and if I hadn't got the game free with a graphics card, I'd demand my money back.

Wintermist
08-31-2013, 01:31 AM
I'm having this now. Forum works. Uplay client works. THE STORE DOES NOT. And I changed email 3 times. I mean, close the store if you can't handle it, but don't frustrate everyone like this!!!

Fricknmaniac
08-31-2013, 02:59 AM
Same thing with me now. I can log into the client, the main page, and the forums. But when I try to log in to the store it won't let me log in. It even says that a password is required, implying that I left the password field blank, as opposed to entering the correct password.

zanholo
08-31-2013, 03:05 AM
Same here, and I was so stupid to use my splinter cell blacklist promo code and it's not working

I better ****ing hope it's not wasted! at least annaunce the downtimes and get your error messages right, no wonder steam is no popular...

yalun513
08-31-2013, 03:30 AM
I recently got a redeem code for black list but I couldn't even log into UPlay store. It just keeps on saying error even though I have the right password. Any idea I can fix that?

deathMachete
08-31-2013, 03:36 AM
I tried to use the NVIDIA code and get Blacklist, but out checkout it won't let me login. Why is this?

greenmachine126
08-31-2013, 04:52 AM
I am having the same issue with the uplay store. I am able to log into my account elsewhere like the forums and client but for some reason I cannot log in to the store. I have an Assassins creed 3 nvidia code, not blacklist but the same exact issue.

deathMachete
08-31-2013, 04:57 AM
Yeah, that's exactly what I mean. I can log in on everything but the store and the actual Uplay website. I'll just go to sleep and hope to see a fix for this in the morning,

MisticK93RUS
08-31-2013, 07:33 AM
I recently got a redeem code for black list but I couldn't even log into UPlay store. It just keeps on saying error even though I have the right password. Any idea I can fix that?

Hi there! I have same issue here. I have logged in Uplay website yesterday for changing avatar and.... that was the last time when I v been logged. Now, if password is incorrect standard "Passsword or login are incorrect" If all is coreect- "Login Error" (((
About redeeming-try to do it via ingame menu ( escp>>extras>>redeem code)

shawnjmp
08-31-2013, 08:04 AM
Same thing here, can access everything but the store. I got a regular Uplay Account with Far Cry 3, no nvidia code for me. Looks like the store is down too soon before Labor day !! Well, thanks to prevent me from spending money in games...

greatjoda
08-31-2013, 08:50 AM
Same problem. And digitalriver has charged me one more time for Blacklist. Looks like, uplay has been hacked.

elefant.Emt
08-31-2013, 11:26 AM
Same here... want to "buy" Blacklist but cant login.
Still no information from Ubisoft....

Wintermist
08-31-2013, 11:42 AM
Finally it worked and I can start downloading my game.

shawnjmp
08-31-2013, 04:10 PM
All right, now the Store is back up and running but the 30% deal on Far Cry 3 is gone !!! :(

Kinglion3494
09-01-2013, 02:01 PM
Hey guys. On Friday, I tried logging into my account and all of a sudden it said invalid password/email. I was confused because I've been using this account for months without a problem and I know my information is correct. I contacted support via phone and they said that the shop was down. I informed him that I couldn't log in to the shop, nor the uplay client, nor any of the forums/ other sites. What's going on? I looked on the Facebook support page to see others posting similar messages. Is anyone else having this problem? I really need to log in to my account.

ELP-Salad_Man
09-01-2013, 02:31 PM
Hello, I'm trying to download my free copy of SC:Blacklist, but when I go to the check out there are two copies of the game in my basket, when I try to remove the paid copy of the game it tells me my shopping basket is now empty. Does anyone know how to resolve this issue?

Kindest Regards,

Pete

Ubi-MoshiMoshi
09-01-2013, 08:39 PM
Hi and welcome to the forums, please contact Customer Service https://shop.ubi.com/store/ubiemea/en_GB/DisplayContactFormPage/ThemeID.8605700

strayelf99
09-01-2013, 09:18 PM
I just ordered Far Cry 3: Blood Dragon via Uplay. At the time I am typing this, it has been over an hour since I ordered it, and I have received no confirmation email, nor has the game showed up in my library. If anyone could tell me about how long (on average) in takes for this process to occur, I would greatly appreciate it.

Renatka82
09-02-2013, 07:03 AM
I have a similar problem - I can login but the page is showing "Oops an error occurred" - and I cannot browse the uplay page at all (in every section the error is showing). I was trying different browsers but I guess it's some account issue? Not sure...

Insigniax_x
09-02-2013, 02:45 PM
i'm trying to place a pre-order for Assassin’s Creed® IV Black Flag™ - The Black Chest Edition for the PS4 but after putting in my payment details and i press the continue button i get a server error and unable to place my pre-order

Insigniax_x
09-02-2013, 03:20 PM
trying to place a couple pre-orders through uplay, i have the money in my account for the deposit but im getting nd Payment Authorisation Failed error

Ubi-Lhainiev
09-02-2013, 03:27 PM
If you encounter any issues with the Uplay shop, please post them here, as well as contact Support.

Please include as many details as possible:

- The error you are receiving
- The game you are trying to purchase
- The country you reside in etc.

To contact Support:

Click on the My Questions link, then Ask a Question tab here: http://support.ubi.com/
By Phone - Support Team in your region: http://www.ubi.com/US/Support/InternationalSupport.aspx

ddtddt12
09-03-2013, 06:34 PM
Hi

I cant seem to find anything specific or a fix for this. I want to register for a uplay account after having bought SC BL. I can install and when i click register i can add everything except the country which stays greyed out.

Is this a problem ....?

can this be fixed?

if not can some one in the eu make me an account and send me the deatails pls so i can play my game.....so miffed i cant play immediately....sigh

any help will be most awesome

many thanks

saouif
09-04-2013, 03:10 PM
Hi, i have Might Of Magic Heroes VI game with 2 DLC installed in my PC. I want to buy Shades of darkness expansion, but every time i click check out it's always says that my cart is empty. Here is screenshoot of my problem
http://i39.tinypic.com/s4pdtj.png
http://i40.tinypic.com/2m61mpy.png
Oh, and FYI i have been contacting support 2 days ago (Ticket:00708510) but I have not been get a response

Galaxycruiser
09-05-2013, 06:26 PM
i'm having this issue too, had it a few days... support need to pull their fingers out of their you know wheres and reply to my week old message soon regarding this issue. Why is it taking so long for support to reply? is ustore so **** and damaged they cant reply to us all quick enough?

No messages on why its happening, **** customer service on their part for not keepping us up to date as to why this is an issue

Galaxycruiser
09-05-2013, 06:29 PM
oh great now black chest isnt avaiable on pc anymore.. thanks a lot for nothing ubisoft... you;re useless.

vanquished79
09-05-2013, 06:46 PM
Can't start Heroes 6 - Uplay ask for activation code(the game is already activated) and after that says "A Ubisoft service is unavailable at the moment. Please try again later"
Ops,here is only for shopping.

Insigniax_x
09-06-2013, 09:24 AM
so i pre-ordered AC4 black chest edition, any reason as to why I'm being charged the full £120 instead of the £7 deposit then the remain £113 when its shipped?

Ubi-Lhainiev
09-06-2013, 01:38 PM
Hi Insigniax - Please contact the Support department for Uplay shop issues. They will have to look into this for you.

You can either create a ticket by clicking on the My Questions link, then Ask a Question tab here: http://support.ubi.com/ or call them for quicker service. You can find the Support Team in your region here: http://www.ubi.com/US/Support/InternationalSupport.aspx

crazyozzydan117
09-07-2013, 09:05 AM
For those of you who can't get Black Chest on PC because it is sold out, sign this petition! http://www.change.org/en-AU/petitions/ubisoft-restock-pc-versions-of-assassin-s-creed-iv-black-chest-edition

SuperStar_Sid
09-22-2013, 02:19 PM
I residein India and have to buy Assassins creed 3 Seasons pass from ORIGIN.I want to by Sp blacklist DLC and can't Find any links.I would like uplay to either provide me a link or any ways to sell DLC's in INDIA that we can purchase with a Debit card And payment in Indian Rupees.

Kaythegreatone
09-28-2013, 03:26 AM
Hi!
I just preordered watch dogs (SOOO excited). However, I preordered it on the wrong account. Is there any way I can change the preorder, or do i just wait for the game to release, and then lock the key to my real account (This one)?
Thanks

Fireseed
09-28-2013, 12:14 PM
It should be enough if you activate the game key in your selected account. But I would contact the support to get sure.

Kaythegreatone
09-28-2013, 01:34 PM
Thanks!

Bloggg
09-29-2013, 02:24 PM
Anyone else experiencing the same thing ?

or is just a bug on my side

Shadowfeniks
09-29-2013, 07:16 PM
Hello all,

Recently I have bought the PC download version of the game Assassin's Creed: Revelations at the Ubishop. I was thinking: because this is not a physical order I would get to download it right away, however this is not the case. I got a confirmation e-mail that i have bought it. When I look at the order status it says submitted. This was two days ago.

Is it normal that it takes so long to submit a PC download game? I'm a bit lost here. I really wanted to play ACR legal with multiplayer. I was thinking maybe it is the weekend or something.

Thanks in advance

edit: in uplay i have in the WIN tab the game but with another activation key but not in the MY GAMES tab. So my question is: can you have two of the same game titles in uplay? Maybe that is the reason why my order is still submitted.

eXpressionist
09-29-2013, 09:05 PM
Hello. In Russian shop.ubi.com there is a promo:
http://drh2.img.digitalriver.com/DRHM/Storefront/Site/ubiemea/images/promo/BF4-RU.jpg
(preorder BF4 and get Far Cry 3 now)
Then, when you follow this link and press preorder, there is a list of items, which in your cart:
http://imageshack.us/a/img694/262/mgov.th.png (http://imageshack.us/photo/my-images/694/mgov.png/)
It's 959.40 RUR.

After checkout, I get this:
http://imageshack.us/a/img694/2894/v67c.th.png (http://imageshack.us/photo/my-images/694/v67c.png/)
it's 1957.40 RUR and no Far Cry 3! Give me my 1000 RUR back and Far Cry 3, as obliged.
I made a request on support, hope they can help me out soon, I'm so worry about it.

Ubi-Lhainiev
09-30-2013, 01:34 PM
Hi Everybody - For all Uplay shop inquiries, please connect with Support. They do require 48 hours (excluding weekends) if you are contacting them through the ticketing system. Otherwise you could give them a quick call.

Blogg - It's working fine on my end. When that happens, it usually clears up if you return to it a little later. Which country do you reside in?

Kaythegreatone - Definitely, contact Support because once a game is activated, the game cannot be transferred or merged with another account.

VChuckShunA
10-01-2013, 06:15 AM
I preordered watch dogs a few months ago , and I found out that the game will be shipped with the a steel book case, so I was wondering if it will be shipped to me ??

Ubi-Lhainiev
10-01-2013, 01:55 PM
Hi Vichiethea - Please connect with the Ubishop to confirm this. There are a few factors at play.

You can call them or create a ticket. If you create a ticket, you would enter your platform then Ubishop > Ubishop.

Anykeyer
10-04-2013, 08:55 AM
Games sold on Uplay are digital downloads only

UplaySaturn
10-04-2013, 10:30 AM
I'm a collector, I live in Portugal, we had some games released in Portuguese by Ubisoft over here, yet they won't allow portuguese buyers on their Uplay Store for no reason at all. It must be the only website in the entire world that sells to Europe but blocks particular countries they are not interested in.

I have never seen such terrible service from an online store. I contacted the support team asking form an explanation why some so-called exclusive editions and physical items available to EMEA countries and exclusively available through the Uplay store cannot be ordered by people in EMEA countries like Malta, Portugal and a few other selected countries and nobody gives a damn. It's like "hey this edition is exclusive to European countries and only available in Uplay Store but we're the only website in the entire frickin' world that doesn't even allow you to see what's for sale if you live in an EU country we don't like for any particular reason and we don't even bother explaining why". I've made the question and all I got was "Your question was directed to the correct department, please update your question" (I don't even know what the hell updating a question means) followed by "Can you please confirm if you still having the same issue". It's been almost a month. What a lack of respect!

Ubi-Noemie
10-04-2013, 11:27 AM
Hello UplaySaturn,

It is our will to expand the entirety of our offers to all our fans in Europe and beyond.
Unfortunately, that can be challenging and taking quite some time on occasions. For instance, we regret that we cannot ship special editions with goodies to Portugal at the moment. Therefore you can’t order such goods for now. But we constantly look forward to improve our service for your greater satisfaction.

Meanwhile, we hope our current selection available for Portugal manages to give you some comfort and deeply sympathize with your situation.

Thank you for your understanding and your patience,
Have a good day,

Fireseed
10-04-2013, 12:02 PM
Games sold on Uplay are digital downloads only

This not true, it´s possible to order retail or digital versions of the game. Depending on your location of course and some other factors, just select the right version in the shop. So yes it´s possible that you will get the Steelbok via shipping. I have ordered several games in the past, no problem so far. Check your buy confirmation email for details and look at the shipping method.

Mr_Shade
10-04-2013, 12:34 PM
Depends on what the person has ordered and from where - as stated above.

If the person has ordered on PC - via the game client, it's different than from the Uplay store on the website ;)

The Uplay store - can ship real items - depending on your location etc - so best to check with support ;)

Anykeyer
10-04-2013, 06:51 PM
Right. This can be a bit confusing because for me Uplay shop means "that shop inside of Uplay client application". I think separate website http://shop.ubi.com/ is actually called ubishop. But this one too does not offer physical media games in many countries.

UplaySaturn
10-04-2013, 10:13 PM
Of course the current selection doesn't give me much confort, and no I don't understand. I feel like a drop in the ocean that no one listens though. Right now most Ubisoft games come to our market fully in spanish to start with. Spanish people are very nationalists and they don't like if their game doesn't come subbed or dubbed in spanish but over here we are not like that. If a game that doesn't come in Portuguese needs to come in a foreign language, it's either English or we just import from the UK. Sure there are people that don't care, but a good % is still picky about that. But this is a totally different matter.

We can't have access to the special and limited editions that are exclusive to your Uplay Store. If that's the case, just send them over here or don't put exclusive stuff to your stores if you can't ship to all european coutries. I really don't get it. I can't see any good intentions behind all this. If this was a common problem among internet stores all over the globe I could understand, but even tiny companies such as Ghostlight ships to Portugal and they have a single website. How come Ubisoft doesn't? I know our country is small and not worth selling to, but we don't need dedicated sites or translated games. Most people are now used to order games from outside and most UK web stores do ship to Portugal. It can't be too hard to solve this...

Saig3t
10-07-2013, 05:37 PM
I'm planning on Preordering BF4. Was very tempted by the Uplay offer with the free far cry 3 - as I have the game and wanted to gift it to a friend so we can play co-op. is this possible, or will it automatically try to put it onto my Uplay account?

UbiVolfbane
10-07-2013, 06:53 PM
Hello, it is highly unlikely that you will be able to gift the game to someone due to the game automatically binding to the account. This promotion is not available to all locations as I would suggest contacting your region's Support team with further details or questions. You may locate the Support website in the links in my signature below.

Mr_Shade
10-08-2013, 11:08 AM
Right. This can be a bit confusing because for me Uplay shop means "that shop inside of Uplay client application". I think separate website http://shop.ubi.com/ is actually called ubishop. But this one too does not offer physical media games in many countries.
It was.. it's now the Uplay store [shop whatever you refer to it as] - since it's now integrated into the Uplay.com site ;)

Anykeyer
10-08-2013, 12:36 PM
So now you have 2 Uplay stores with different selections and delivery methods in each region? This is even more confusing.
Do you have any plans to merge them? Because you have to in order to stay competitive.
You know, when I use web browser to buy something from Steam or Origin I see everything in correspoinding client application right away.
But this is not the case with Uplay. If I use web browser for purchase then I wont see anything in client unless I activate codes in it. And client does not accept many codes sold on the web page. It will refuse almost all pre-AC2 games and many DLCs (like ACR The Lost Archive or even AC3 Hidden Secrets).
This definitlly should be in your "top 5 things to change about Uplay"

Ubi-Noemie
10-11-2013, 10:01 AM
Hello UplaySaturn,

We said we have at heart to improve our service for your greater satisfaction, and today I have great news for you: From now, we'll be shipping special editions with goodies to Portugal so that any goodies you wish to receive finally find your home.

Warmest regards,

Metallic_Potato
10-14-2013, 01:53 AM
Hey guys,

My apologies if this question has already been answered somewhere, I didn't find it myself, so I'm posting here!

I bought a bunch of the Assassin's Creed games and was given a message about "having to install within 30 days or losing the ability to download the game" or somesuch.

The idea I got is that the Digital River DRM was something Ubisoft uses to deliver its files, and that once the games were registered on my Uplay account and showing up in my games library I could access them any time I wanted.

All three games are registered in my games library for Uplay now, I've only installed and played one so far. Can I safely assume at this point that all three of those games are available to me permanently now, or do I have to install all of them within the next 30 days?

Thanks in advance for clearing up this confusion!

Ubi-MoshiMoshi
10-14-2013, 05:46 PM
Hi and welcome to the forums,

All download products purchased through the Ubisoft Online Store can be downloaded or re-downloaded for a period of 30 days from the date of purchase. We recommend creating a backup of your download after purchase should you ever need to re-download or re-install.

Once you have downloaded them you can install them at any time.

Metallic_Potato
10-14-2013, 06:20 PM
Alright, thanks for clearing that up!

Metallic_Potato
10-14-2013, 06:43 PM
Actually one more quick question: Are there installer files I should be backing up, or should I just copy the entire Assassin's Creed II/Revelations folders to my backup hard drive?

Ubi-MoshiMoshi
10-14-2013, 07:10 PM
You should backup the whole of your download to be sure.

BanefulWorgan
10-14-2013, 09:04 PM
I'm new to purchasing games. When I purchase a game, will I receive a cd key through email? If so, will the cd key work on a pre-installed game If I had already a copy that wasn't from Uplay, but from a Retail Box?

Tupsu1989
10-14-2013, 09:34 PM
It's possible to buy game you already own trought http://shop.ubi.com and it will activate automatiacally after the purchase. Now I have two far cry 3 copies. :/ I already contacted the support and waiting for response.

UbiVolfbane
10-14-2013, 10:39 PM
When you purchase a game digitally, you will be sent an email with the serial key. If you are repurchasing a game through retail, you may want to contact your region's Support team to see if they are able to assist you with any replacements or locating any pre-existing accounts. Please submit a ticket to your region using the Main Support link in my signature.

Eddo_uk
10-15-2013, 10:09 PM
i can not seem to log into the watch on the assassins creed 4 website, i put my uplay username and password in and it just keeps bringing up a new CAPTCHA code to use. my details are correct as i can log into the uplay software with them. I've got my pre-order code and wanted to check it out.

anyone else having issues with it?
.................................................. ...........
EDIT

Not sure what it was but its working now :)

GoEzio
10-16-2013, 03:55 PM
Hi. I pre-ordered the special edition from Uplay a few weeks ago. I was wondering if it would be possible to upgrade to a digital deluxe edition by any chance? Thanks for answers.
P.S Is it possible to download the game a day before launch like in Steam?

Ubi-Lhainiev
10-17-2013, 02:10 PM
Hi GoEzio,

As far as I know, you would have to purchase the whole bundle and not just upgrade.

Also, the games become available to download date of release. If you would like to confirm this information, please feel free to connect with the Uplay shop.

KAZZA93
10-17-2013, 06:56 PM
I've never ordered from uplay but want to pre order the stick of truth collectors edition. I just wanted to ask generally how is delivery, do they deliver to you in time for release?

RumblingMemes
10-18-2013, 06:25 PM
I am having trouble buying AC 4 it says server error when i try to buy it

Ubi-Lhainiev
10-18-2013, 07:16 PM
@Kazza93 - If you pre-order digital copies, you get it the day of release. If you pre-order physical copies they are shipped out the day of release. For all other regular purchases, the Uplay shop will indicate your delivery times when you place the order.

Hi ExtremeDemon14 - Which country do you reside in please? It may be an brief intermittent server error that could clear up when you return to the page. Otherwise, please feel free to contact the Support department if your problem persists by choosing your platform then Ubisoft Store.

eXpressionist
10-26-2013, 05:12 PM
Just an easy question - will BF4' uplay preorders eligible for preload of the game? Probably we'll get the keys earlier or something?

fsesp00n
10-26-2013, 06:42 PM
Hey,

using the uplay app or a web browser makes no difference. Every time i get to the checkout phase (after entering CC info) i get SERVER ERROR page. I sent an email thing to support but they say I wont get a reply for a couple business days. Long after this sale goes away. Am I the only one having this problem today?

Thanks.

fsesp00n
10-26-2013, 07:18 PM
made a thread in general by mistake, just noticed this thread.

I am trying to buy assassins creed 3 for the 75% off daily deal but I can not. i get a SERVER ERROR at check out everytime. I have tried UPLAY APP, CHROME, and IE. none work, all the same error message. I tried to buy this game a couple weeks ago when you guys had the 66% off sale and i got a SERVER ERROR then too. So, needless to say this is ridiculous. My PC and my credit card work everywhere else without issue. Just this. Obviously Im just going to give up after this attempt. Impulse purchase desire is gone, and clearly I wont get this resolved in time to take advantage of this sale price.


EDIT: based on what you asked the guy above, if it matters, i am in Western Canada, so a canadian publisher not letting me buy something is kind of funny. Origin and Steam both work flawlessly.

ShawnGlueck
10-27-2013, 12:50 PM
Hi,

I have the same problem. I was trying to buy AC Liberation HD via German Ubisoft webshop, but after entering CC info and clicking on proceed I got sever error message. I was buying after 11 p.m.. I also tried buying via uplay client, but I didn't get as far as in the webshop. I can put something in the shopping cart and then when I want to proceed to check out it directly says server not available currently.

I tried for several hours and again next day. Problem persists. I was also trying to buy several other games just to check if it works in uplay client, but same error.

I preordered AC4 without problems a few weeks ago and didn't change anything. So I guess it has to be something on Ubisoft's side. As it is still Sunday, I guess it will not be resolved until next working day probably. I hope that it will work again as I had no issues before.

Could anybody else try buying something via uplay client?

Maku101
10-27-2013, 04:20 PM
Hello. I'm a new PC gamer, and I'm still getting used to some of the digital services that comes with it. I was reading a lot about the policies of Uplay/Ubisoft online store. Honestly, upon reading them I was confused. Am I only allowed to re-download and/or re-install my game fora duration of 30 days only? Also, I didn't understand the part of EDS and what it offers you for two years, I'm utterly confused. In case something bad happens to my PC, and I haven't backed up my file on a USB HardDrive, is that it? Is it not like Steam, where I can re-download/re-install/re-activate my key/game, whenever? Am I limited to a specific time and tries, and that's it?



I'm not worried about FarCry3, becuase I bought from Steam, then it was activated on here. I'm worried about Assassin's Creed: Revelations, and its DLC "The Lost Archive" from here. Well, The main game from Amazon, but it directed me to here right away... The DLC however is from here. Am I only limited to 30 days? or two years?


Can someone please explain to me with details from A-Z?


P.S: I'm not complaining whatsoever. I'm merely asking to inform myself.

joseph42000
10-27-2013, 05:05 PM
Yea Origin wouldn't let me buy BF4 with my Visa but it worked on here.....Origin people can pre-load it already, any how will this work i thought you can only play Battlefield on Origin ? Or will Ubi jsut send you to the Battlefield site to find servers just like BF3?

joseph42000
10-27-2013, 05:07 PM
My order says, "This order will be shipped after the release date of 09/04/2017 for Battlefield 4™." wtf i hope im getting the digital version as it stated , and what does this mean ?

Ubi-MoshiMoshi
10-27-2013, 07:38 PM
Hi and welcome to the forums, please open a ticket with Customer Service https://shop.ubi.com/store/ubiemea/en_GB/DisplayContactFormPage/ThemeID.8605700

T4LR4TH
10-27-2013, 09:59 PM
Yes some answers would be great. I bought the digital version...and still didnt get the key, the game wasnt added to my library....no info anywhere about a preload or Uplay release date.
Since this was a pre purchase i was expecting to be able to play as soon as the game is released in russa (29/10/2013). But like i said...no info...anywhere....and its damn annoying.

joseph42000
10-28-2013, 12:49 AM
Would somebody tell us something.......rediculous, we gave you our money, we at least diverse a reply.

joseph42000
10-28-2013, 09:28 AM
BUMP, game is coming out in 24 hours we would like to get SOME kind of answer..

samirul
10-28-2013, 11:18 AM
can i change the euro to dollar to buy the game, sory for my bad english...
and sory if i wrong to post n here

Ubi-Lhainiev
10-28-2013, 02:54 PM
@ Expressionist @Joseph4200 @DrkLaguna - If you pre-order digital copies, you get it the day of release. If you pre-order physical copies they are shipped out the day of release. For all other regular purchases, the Uplay shop will indicate your delivery times when you place the order. Battlefield is due to be released October 29th. It will appear in your Uplay games library, when you select it Origin will Launch and you will download it from there.

@fsep00n - Thank you for supplying these details. Could you please tell us which country you reside in? You are right Support does require 48 business hours to respond to tickets. You can also call them.

@ShawnGlueck - Thank you for supplying these details and please connect with the Uplay shop via ticket or telephone if your problem persists.

@Maku101 - All download products purchased through the Ubisoft Online Store can be downloaded or re-downloaded for a period of 30 days from the date of purchase. We recommend creating a backup of your download after purchase should you ever need to re-download or re-install. Once you have downloaded them you can install them at any time, as many times as you want, from any computer.

@Samirul – The Uplay shop automatically detects the correct currency for your country. If you need assistance with your purchase please contact Support by phone or via ticket.

Maku101
10-28-2013, 04:47 PM
@Ubi-Lhainiev- Yes, that's my question still. So after 30 days I'm not allowed to re-download my game from here anymore? As If I have not bought anything. So, after 30 days; in case something happened to my PC and I haven't had the chance to back up my "Download", I need to re-purchase the product again, just like I did the first time? Or I can easily track it down by "order-number" and re-download the setup?

My question can be summed up as the following: What happens if I need to re-download a game I bought through your Online Store, and I haven't backed it up, after 30 days have passed?

Sorry for asking again. I'm just looking for clarification.

RaveRedgrave
10-28-2013, 07:06 PM
I have ordered assassins creed revelations 10 days ago, the pc download but it doesnt appear in Uplay.
When i look at the order it says submitted. When i try to use the code from the confirmation email to register it says it is used on another account, but i dont have another.
There is no way to download the game and i contacted the support a week ago but only recieved a message that they will pass it to the right team to investigate.

If i had known that a download version took longer then a disk to arrive, i would have tought twice.

UbiVolfbane
10-28-2013, 07:17 PM
If you run out of the 30 day download period, it can be extended by contacting your region's Support with the order number. This also applies to amount of times you can download something. So please, call or submit a ticket to your region's Support team. I'd suggest calling for quicker assistance. You may submit a ticket at the main Support website using the link in my signature or phone information here; http://www.ubi.com/US/Support/InternationalSupport.aspx Either way, do not fear as if you purchased it from us and still have the order number or account email, we should be able to assist you. :) Keep in mind some games automatically bind to the account and will require you to log out and back into it. If you are still having this issue, please mention this while contacting Support.

Maku101
10-28-2013, 07:21 PM
@Volfbane- Okay, thanks. It seems more vivid to me now. Thanks a lot.

To avoid such a thing, I'll back up my download of Assassin's Creed: Revelations and its DLC into my USB HardDrive.




@RaveRedgrave - I'm sorry :(. I hope they solve this issue really really soon!

charly.charlo
10-28-2013, 08:35 PM
Hi,

I made a pre-order of Assassin’s Creed® IV Black Flag Black chest edition.
The deposit for the order has been paid.

But yesterday, my credit card has been stolen.
And when I called the support, the only thing they told me is "Sorry we can't change a paiement card".
Is this a joke? Because that problem already happended to me (a cancelled paiement for an online buying) and the website accepted to renew the paiement method!

I will call them again omorrow, because I really expect another answer from them.

Maku101
10-28-2013, 10:11 PM
Hi,

I made a pre-order of Assassin’s Creed® IV Black Flag Black chest edition.
The deposit for the order has been paid.

But yesterday, my credit card has been stolen.
And when I called the support, the only thing they told me is "Sorry we can't change a paiement card".
Is this a joke? Because that problem already happended to me (a cancelled paiement for an online buying) and the website accepted to renew the paiement method!

I will call them again omorrow, because I really expect another answer from them.

You mean you want to change your billing information? You can do that, by going into "Shop", then when the new page opens, on the top right corner hover over the words "My Account". Several options should appear to you, chose the second one: "My Payment Information". After clicking that option, you will be asked to enter your username on here and password. Then a page will appear to you, telling you to complete the empty fields to fill out your new billing/payment info.
I hope that helped, Charly.Charlo.

If it's something esle, then I'm sorry that I'm of no use. I'm just a consumer as much as you.

charly.charlo
10-28-2013, 11:41 PM
You mean you want to change your billing information? You can do that, by going into "Shop", then when the new page opens, on the top right corner hover over the words "My Account". Several options should appear to you, chose the second one: "My Payment Information". After clicking that option, you will be asked to enter your username on here and password. Then a page will appear to you, telling you to complete the empty fields to fill out your new billing/payment info.
I hope that helped, Charly.Charlo.

If it's something esle, then I'm sorry that I'm of no use. I'm just a consumer as much as you.

Thank you, but I already did that.
The thing I want to do is changing my billing informations on a specific order.

Maku101
10-29-2013, 12:09 AM
Thank you, but I already did that.
The thing I want to do is changing my billing informations on a specific order.


Aww :(. I have no idea how to help on this one.
I'm sorry man.
You need to contact them until they answer.

I really really hope all becomes well with you, and for this problem to be solved very soon! :)

samirul
10-29-2013, 06:27 AM
@ Expressionist @Joseph4200 @DrkLaguna - If you pre-order digital copies, you get it the day of release. If you pre-order physical copies they are shipped out the day of release. For all other regular purchases, the Uplay shop will indicate your delivery times when you place the order. Battlefield is due to be released October 29th. It will appear in your Uplay games library, when you select it Origin will Launch and you will download it from there.

@fsep00n - Thank you for supplying these details. Could you please tell us which country you reside in? You are right Support does require 48 business hours to respond to tickets. You can also call them.

@ShawnGlueck - Thank you for supplying these details and please connect with the Uplay shop via ticket or telephone if your problem persists.

@Maku101 - All download products purchased through the Ubisoft Online Store can be downloaded or re-downloaded for a period of 30 days from the date of purchase. We recommend creating a backup of your download after purchase should you ever need to re-download or re-install. Once you have downloaded them you can install them at any time, as many times as you want, from any computer.

@Samirul – The Uplay shop automatically detects the correct currency for your country. If you need assistance with your purchase please contact Support by phone or via ticket.

the uplay shop not automatically detects the correct currency, i live in indonesia... how to contact the support? can the moderator to change my currency?

eXpressionist
10-29-2013, 09:05 AM
Well, something isn't right. When Battlefield 4 preorders will be redeemed? It's been an hour since game unlocked in Origin, and now I just came into shop.ubi.com to check release date and it said 31 october! (RU shop) Are you kidding?
https://help.ea.com/en/article/battlefield-4-worldwide-release-schedule Here's clearly stated, that Russian release is on 29 october 11:00 GMT+4

Anykeyer
10-29-2013, 10:24 AM
Yes, that's my question still. So after 30 days I'm not allowed to re-download my game from here anymore? As If I have not bought anything. So, after 30 days; in case something happened to my PC and I haven't had the chance to back up my "Download", I need to re-purchase the product again, just like I did the first time? Or I can easily track it down by "order-number" and re-download the setup?

My question can be summed up as the following: What happens if I need to re-download a game I bought through your Online Store, and I haven't backed it up, after 30 days have passed?

Sorry for asking again. I'm just looking for clarification.

You can download your game from Uplay PC client even after 30 days web store gives you.

Ubi-Lhainiev
10-29-2013, 02:12 PM
A clearer answer...


If you run out of the 30 day download period, it can be extended by contacting your region's Support with the order number. This also applies to amount of times you can download something. So please, call or submit a ticket to your region's Support team. I'd suggest calling for quicker assistance. You may submit a ticket at the main Support website using the link in my signature or phone information here; http://www.ubi.com/US/Support/InternationalSupport.aspx Either way, do not fear as if you purchased it from us and still have the order number or account email, we should be able to assist you. :) Keep in mind some games automatically bind to the account and will require you to log out and back into it. If you are still having this issue, please mention this while contacting Support.

Battlefield 4 Inquiries

After noticing some players still waiting on keys for BF4, I just confirmed with Uplay and received the following info:

BF4 has been released to players who purchased the game on Origin
BF4 keys will be sent out to those who **live in Russia**and purchased their game on Uplay
BF4 keys will be sent out on October 31st to all other countries who made their purchase on Uplay.

Sorry for the confusion!

eXpressionist
10-29-2013, 02:57 PM
BF4 keys will be sent out to those who **live in Russia**and purchased their game on Uplay
Sorry for the confusion!

so.. when? Right now - it's just about time :) Release in Origin was like 7 hours ago.

samirul
10-29-2013, 04:30 PM
the uplay shop not automatically detects the correct currency, i live in indonesia... how to contact the support? can the moderator to change my currency?

helpp plss, i want to change my curency to dollar...

Maku101
10-29-2013, 05:33 PM
You can download your game from Uplay PC client even after 30 days web store gives you.

Thank you for clearing the confusion, good companion :).

Ubi-Lhainiev
10-29-2013, 05:41 PM
BF4 keys will be released to the Russian Uplay customers in less than one hour.

Samirul - Have you tried creating a ticket to Support for help with your purchase?

eXpressionist
10-29-2013, 08:21 PM
Ok, finally got my key in 10 A.M. (@ forum time)
Is China Rising included, or there would be new key, when it'll be released?

Rekalty
10-30-2013, 04:04 PM
I've been trying to buy AC4 Black Flag for the PC using the UPlay store, but it's not letting me. After I've filled my basket and try to proceed to payment, it just gives me a message saying "The UPlay Shop is Unavailable. The Uplay Shop seems to be temporarily unavailable. If the problem persists please contact Ubisoft Support."

It's been doing this for the last 3 days now, just tell me if you don't want my money, I'll understand.

Khrono5
10-30-2013, 06:20 PM
I purchased Final Fantasy 7 last night and was charged already, yet I have yet to receive an activation code. It also has not shown up in my uplay games list either in program or on the website. What is going on!? I called your tech support(which was not an 800 number btw wtf?!) and the guy was not even able to give me an estimate or explanation. He just told me to try and stop the payment.

MintedMoose
10-31-2013, 09:48 AM
I made a pre order for the Assassin's Creed Black Flag - Black Chest edition back in July. I thought I would pre order early as there was problems last year with my order of AC3. I woke up reading everyone's tweets of playing it and was looking forward to it myself.

It dawned on me yesterday there has been no update in my order. It just constantly says processing. My friend has been able to walk into a shop and purchase a game off the shelf while I'm still waiting for my order to be processed. I've tried contacting support to which I've had no reply on it.

Can anybody shed any light on this for me? It wouldn't be so bad if they simply say what the problem is, but they took a deposit and sent me out the bonus content days after ordering!

How long am I going to have to wait to get this?

Emma

chriswhv6
10-31-2013, 10:09 AM
Hi all.

Its my first time using the Uplay store online so forgive me if this question has been asked many times before but im just alittle worried at the moment.

A few hours ago I placed a pre order down for Assassins Creed IV Black Chest edition for the the PS4 and used Paypal as payment method.
When I completed the order I received a email from Paypal immediately saying the funds where deducted from my account but I still have not received any confirmation order email from UBISOFT them selves.
And even when I look on the website into the 'My Order History' page it says I have no orders...

Is it suppose to be instant the order update or does it normally take a while until its updated??

Thanks in advance.

Ubi-MoshiMoshi
10-31-2013, 11:12 AM
Hi, please open a ticket with Customer Service https://shop.ubi.com/store/ubiemea/en_GB/DisplayContactFormPage/ThemeID.8605700

chriswhv6
10-31-2013, 11:33 PM
Thank you for the link..
But this morning when I woke up and checked my order history it finally had been updated to reflect my pre-order. So all is good now :)
Must have just been a delay or something.

Ubi-Lhainiev
11-01-2013, 04:26 PM
Thanks for letting us know Chriswhv6! Enjoy :)

mco12345
11-01-2013, 05:55 PM
Few hours ago I "purchaed" the Assassins Creed 4 BF with the Nvidia code.

I have got to confirmation order as well as ordering code. I have downloaded Uplay but once there the game is not showing.
It has been few hours now and I have no idea what to do. Any help would be appreciated.

BJ2727
11-01-2013, 06:36 PM
I tried to purchase the ACIII season pass for PC and I have been unsuccessful. The product is still sitting in the shopping cart but after I enter in my payment details to purchase it and click "continue" Uplay simply says "server error". I assume that is not how it's supposed to work. Any help you guys could offer would be appreciated.

Ubi-Lhainiev
11-01-2013, 08:22 PM
@BJ2727 - Which country do you reside in please? You may have to give Support a quick call if your problem persists or come back to it a little later. Brief service interruptions happen from time to time.

@mco123545Please try this work-around. If it doesnt help you might have to contact Support.

Visit the Ubi-Shop for your country
Click on Help
Enter the Order number you received when you made your purchase
Enter your password
You will be directed to a site that has your activation code
Enter your activation code within the Uplay interface (Gear icon)
Then “Activate Product”

You game should now appear in the games library.

Tragedy018
11-03-2013, 04:39 AM
I bought battlefield premium and never received my email with my code. Now the support contact site won't load, http://www.support.ubi.com wont load, wtf guys. It's like everything on Uplay and Ubisoft is lagging out and borderline not working. I just want my email and code.

Jeppsone
11-03-2013, 04:48 PM
So I ordered Blacklist with my free redeem code I recieved with my GFX card. I got the receipt two hours ago but still no game showing up in Uplay. What's going on?

Ubi-Lhainiev
11-04-2013, 03:44 PM
@Tragedy - Where you able to sign in after returning? Please allow up to 48 hours (excluding weekends) to hear from Support or call them for faster service,


@Jeppsone - Please also contact the Uplay Shop if you haven't received your activation key.

Fede2192
11-04-2013, 06:07 PM
Hi, I have a problem redeeming AC4, when I go to the link provided by Latin American nvidia page, which is: http://shop.ubi.com/NVIDIAAC4BF the page is redirected to the Uplay shop, telling me: "we have taken to the store home page for your country" but I had no problem with the splinter cell blacklist redeem.

hopefully help me thanks

Ubi-Lhainiev
11-04-2013, 09:08 PM
Hi Fede2192 - You might have to contact Support for help with this. Please either create a ticket or call them. Thank you!

UbiVolfbane
11-04-2013, 10:45 PM
I would contact your region's Support again to check the status of this. If you have still yet to receive the key, please mention it that it is still not received. If you have not done so already, also submit a ticket to the Uplay shop team specifically with the order number so it may be escalated for you. If you have not done so already, please do it using the main Support website in my signature below. If you have, please update the ticket.

Fede2192
11-06-2013, 05:43 PM
I sent the ticket two days ago, and still have had no response! and the link in your signature is not enabled.
I have received the key, but my problem is that I can not activate the key, because I do not see the game on the cart, I add a photo for you to see!
http://postimg.org/image/6qe8k464n/

Ubi-Lhainiev
11-08-2013, 05:38 PM
If you have not received a response, please send a private message to one of the forum managers Volfbane, Ubi-Mush or Mr_Shade and include your ticket number, so they can check the status.

RaveRedgrave
11-11-2013, 02:42 PM
I have ordered assassins creed revelations 10 days ago, the pc download but it doesnt appear in Uplay.
When i look at the order it says submitted. When i try to use the code from the confirmation email to register it says it is used on another account, but i dont have another.
There is no way to download the game and i contacted the support a week ago but only recieved a message that they will pass it to the right team to investigate.

If i had known that a download version took longer then a disk to arrive, i would have tought twice.

Sighs deep.

Still not able to play the game, support takes their time to sort it as it has been directed to the second level support 11 days ago.
I had the black flag also ordered as the download version pre order and start to fear for that aswell.
Why does it takes so long to even respond decently, i know its only a 12 euro game but next time i will just get a beer for that money instead of spending it on ubishop.

Anykeyer
11-11-2013, 03:41 PM
You can try to cancel submitted order. Go to https://www.findmyorder.com/ (its digital river website. Ubisoft's parthner in processing payments). Password should be the same as your uplay password. Anyway you can retrieve it if you know order number (you can get it from http://shop.ubi.com/)
Once logged in successfully you will see almost the same page as order details on http://shop.ubi.com/ itself. But you will also have "cancel" button at the bottom.

Also digitalriver should only "lock" money for 1 month, they dont really charge untill order is processed.

RaveRedgrave
11-11-2013, 03:56 PM
Thank you Anykeyer, i cancelled the order and left a message there on why, so hopefully Support will do more effort to support people

hans_vdc
11-12-2013, 02:42 PM
I also ordered AC4 with the code I got with my new Geforce videocard. Got the confirmation via email but 72 hours later, the game still does not show up in my games-list. Not in the Uplay client, not in the Uplay website and it's not listed in my recent transactions list. Ubi??

Ubi-Lhainiev
11-12-2013, 03:07 PM
Hi Hans,

Please contact Support either through the ticketing system or by phone. They do require up to 48 hours to work your ticket, so calling will always be quicker.

TheGhosT_T
11-14-2013, 05:00 PM
so i try to buy Assassin's Creed® IV Black Flag™ Uplay Digital Deluxe Edition when i press submit order its say Payment Authorisation Failed i want to pre-order the game before 21.11.. please help (sorry about my english :p )

Ubi-Lhainiev
11-14-2013, 05:33 PM
Hi Oshriking - Please contact Support for help with this through the ticketing system or by phone. If you create a ticket, you should see the option for "Uplay Shop" in the drop-downs.

lasha7716
11-14-2013, 07:38 PM
so i want to pre-order AC4 form uplay and i want to buy it with webmoney because i don't have credit card.all my money on webmoney pocket is is USDs but on uplay it says that all transfers must be in euros so will USDs work or i have to change them on euros?

Ubi-Lhainiev
11-15-2013, 05:36 PM
Where are you located presently? Which country/Uplay shop are you trying to make your purchase from?

zuoanqh
11-15-2013, 09:47 PM
Hi. i just bought digital download version of simcity from the shop. it took me quite some time to find my order, and under there it says download this thing. when i downloaded and logged in uplay, my game is not there. and (more importantly) there is no information that tells me what is the status of my order. I do have a transaction record on paypal.

So my questions being:

1, when (or how) can i play my new game?
2, Is this an expierence i'm supposed to have with ubi's online shop? if not. why this happens?
3, i noticed there's no expansion of simcity in your shop. if i have to use uplay to access my game, does that means i wont be able to get expansion later?

zuoanqh
11-15-2013, 10:11 PM
Ok. it appeared now.

May i still suggest that ubi should somehow inform me that this might take several hours. because usually(to my experience) when i buy digital download, the content is avilable as soon as i complete the purchase, as in, paid in paypal or something.

because a small change like that doesnt take much of time to do, and can potentially reduce cost in customer service.

KnezBrezen
11-17-2013, 11:16 AM
Hello,
I have problem with action (complete your first campaign) in HOMAM VI , i have done two campaign , but i dont still have this achievment. Please can yu repair it. thx and sorry for bad english :)

gakoh
11-18-2013, 06:39 AM
I have been trying to pre-order Assassin's Creed IV: Black Flag in the Uplay store. After I keyed in my credit card details and tried to move on to the next stage of the pre-order process, I received this error message: Server Error.

I have tried many times but to no avail. I have even tried different credit cards and they all receive the same error message.

So then I thought, why not update my account information - so I went to update my payment details under My Account Information, and this time I receive the error: Card is invalid, please check card details.

I have tried over 10 times. I have also tried with more than 1 credit card, and I still receive the same error, that the credit card is invalid. Please help.

Why is it so difficult to make a simple purchase? I am trying to give money to Ubisoft and they are making it difficult for me! :( :confused:

P.S. I should state that my credit card is working fine. I just used it to order something else on another site and it worked. So I doubt that my credit card is the problem here.

Ubi-Noemie
11-18-2013, 02:35 PM
Hello,

Sorry about the inconvenience. Please feel free to contact the Support team:
By Mail - Click on the My Questions link, then Ask a Question tab here: http://support.ubi.com/
By Phone - Support Team in your region: http://www.ubi.com/US/Support/InternationalSupport.aspx

Please, feel free to mention in which country you are.

Kind regards,

gakoh
11-18-2013, 02:37 PM
I have contacted the support team already.

I'm in Singapore.

LeBouclier
11-18-2013, 10:12 PM
Purchased the game about an hour ago. My order history says the order is submitted. Does it normally take this long to actually receive the product? At the very least a confirmation email would be great.

LeBouclier
11-18-2013, 10:39 PM
Called customer service. 72 hours to receive a digital download? Ridiculous. Asked for a refund since I can get in my car and buy a boxed version faster than it would to get a confirmation email from these people, nope sorry, not allowed..BS.

benadvanced
11-19-2013, 03:28 AM
AC4 rage.

I just wanted to say how disappointing it is to purchase a game from Ubi and not be able to preinstall and get the game ready to go for launch. I have the confirmation email and the game does not show up in my games list. According to my order it wont show up till the game launches which means it will still need to download and then install. Just disappointing you put your customers through this. I should have been able to download and install immediately. Not asking to play just wanted to get ready for the launch.

gakoh
11-19-2013, 12:51 PM
Ah, good, an answer to my unasked question (with reference to benadvanced's post above). I was wondering the same thing myself. I have managed to pre-order the game after trying many, many times (phew). And now I don't see it in my games list so I was starting to worry. So it will only show up on/after the official release date itself. Not sure whether to be relieved or not. I can only imagine how I will feel if, on the release date or even a few hours after it, the game still doesn't show up in the list, which according to Murphy's Law is quite likely to happen...

Ubi-Lhainiev
11-19-2013, 03:49 PM
Hi Benadvanced,

The option to pre-download games has been brought up quite a bit recently and I will be happy to forward on this feedback again. Maybe it is something they can look at in the future.

The official release date of Assassin's Creed IV Black Flag on PC is November, the 19th for USA, the 21st for Europe, 22nd for UK. Here is the official Assassins Creed Website: http://assassinscreed.ubi.com/

I'm afraid I can't give you an exact time on today's release, but please expect it there today!

xiangdirui
11-19-2013, 07:42 PM
Hi,i tried to purchase for Assasin's Creed Blackflag,but i got ''Server Error".Could u please help me?

sakiboj7
11-19-2013, 08:53 PM
Yes I have same problems. I want to buy some acIV dlcs and always error

Ubi-Lhainiev
11-19-2013, 09:23 PM
Hi to both of you! Could you please tell me from what country you are accessing the Shop from?

Are you able to sign in here to log a ticket to Support? http://support.ubi.com/ You can choose your platform and then "Uplay Shop". Calling is another option.

Please click here to find the support region in your area:http://goo.gl/iuEf09

Drenus
11-19-2013, 10:21 PM
Hi to both of you! Could you please tell me from what country you are accessing the Shop from?

Are you able to sign in here to log a ticket to Support? http://support.ubi.com/ You can choose your platform and then "Uplay Shop". Calling is another option.

Please click here to find the support region in your area:http://goo.gl/iuEf09


2 hours ago, as i was downloading AC 4, i bought the season pass, which worked perfectly fine

but now im trying to buy the other DLC, the 4 ''savetime'' DLC's, and i keep getting ''server error'' after entering my payment info

its the same error, no matter if i try via Uplay, or Browser website, have also tried a restart to see if that fixed it, but nothing

can we get an ETA on when this issue will be fixed?

Thanks

-edit

oh, and its from the Danish version of Ubistore

Degrod.Kote
11-20-2013, 10:21 AM
problem solved

Drenus
11-20-2013, 12:41 PM
is Ubicrap, so poor a company, that you cannot afford 24 hour tech support?, christ

i went tru exactly the same crap, with *** creed 3, fool me once, shame on me, fool me twice, **** YOU

congratulations, you lost me as a customer

XxdartasikxX
11-20-2013, 04:25 PM
dear ubisoft how long must I wait, that would be returned to my account uplay : dartasik?

Ubi-Lhainiev
11-20-2013, 04:33 PM
Drelab - Sorry to hear you are experiencing issues. If you do not want to wait for your ticket to be worked, you may also call them.

Hello Dartasik, Did you make a purchase and are waiting for your game to arrive? Sometimes it can take up to a few hours. Did you get a confirmation email? Have you checked your inbox and spam folder? If its taking longer than expected please contact support with the links below.

KWKSLVR
11-21-2013, 04:25 PM
This is beyond frustrating. In the 4 games I've bought off of Uplay and who knows how many DLC's, not once, EVER, have I had a seamless purchasing experience. I've been trying to buy Black Flag for a while now, and after I put in my card info and hit "continue", I'm greeted with, "Server Error". I mean, seriously?

KWKSLVR
11-21-2013, 04:38 PM
Now, when I go into "My Account" then "My Payment Information" and attempt to fill my card information in, it tells me that my card number is invalid. Absolute hogwash. Fix yourself Ubisoft.

Ubi-Lhainiev
11-21-2013, 05:22 PM
Hello, Sorry to hear you are experiencing issues with the Uplay shop.

Which country do you reside in? (If you don't mind)

Are you able to log into the Support site? If so, please do and create a ticket for help with your purchase or call them.

aim1ess
11-24-2013, 09:21 PM
Payed for Battlefield 4 today, no sign of the game anywhere. Also used Paypal. Could it be the common denominator?

kinplaya
11-24-2013, 09:41 PM
Hello,

I'm agitated, I've never had such a bad experience through a client. I've used multiple clients such as the likes of steam, origin etc. Activated products are instantly available and show up. I wish I figured to activate through Steam instead of Uplay to prevent this crappy customer experience. Now I'm forced to wait rumoured to take weeks long support through delayed tickets, which will probably lead to questions regarding cd key, providing images etc etc delaying it even more before I can actually play.

Seriously, what is this crap. I bought AC4 in a good mood ready to give it a go right now on my Sunday eve. Ofcourse I had to go through Uplay instead of Steam and now I'm pretty damned. Thanks a lot for the splendid experience Ubisoft. Very very good, truly splendid. Why why why why why oh why oh why why why did I activate through Uplay and not Steam, I regret this so much. I should have activated through Steam, all my games are on there. I'm so bloody stupid. Smack me with a baseball bat I can't stand myself.

WARNING TO ALL: If u bought AC4 elsewhere (not directly from uplay) ACTIVATE IN STEAM, SAVE YOURSELF. But considering you're reading this probably means you're in the same crap already.


Give me a new key if I show you a proof of my purchased product so I can activate through Steam instead and be done with this mess? I think that's not so much to ask for this is inexcusable for a company large as Ubisoft.

...

kinplaya
11-24-2013, 09:46 PM
Top notch service aim1ess that's all. It's 2013, soon 2014, similar services have been floating around for years without issues at all. Uplay seems to be one big mess to me.

Pie82
11-25-2013, 02:49 PM
Hi,

I've been trying to buy AC4 from UPlay on PC since Friday. Each time I get as far as entering my address and card details. When clicking continue I just get a page saying 'Server Error'. I've tried using the UPlay client, Google Chrome and Internet Explorer - same result on all.

I could just get it via Steam but since that launches UPlay anyway it seemed sensible to go direct. I opened a support ticket on Friday and have not heard back. Anyone else having this problem and know of a solution?

EDIT: Turns out there is an error message - it's just white text on a white background so I didn't spot it.

Error:

Your data was not saved. Please try again. We apologise for this inconvenience.


Error Number: SYS_000006

Further Edit:
I currently have no card details stored. If I go to 'My Account -> Add Payment Information' and enter my details it tells me my card is not valid. It definitely is - typed it several times and I've used it today! Tried both a Visa Debit and a Mastercard Credit from major banks. I'm accessing the store from the UK.

Ubi-Lhainiev
11-25-2013, 04:17 PM
Hi All, it should take no longer than 72 hours to receive your activation keys. Please be sure to check your inbox and spam folder. If its taking longer than expected Support will be able to clear this up for you. Give them a quick call or create a ticket.

Please do the same for trouble with making purchases. You can select your platform ie. PC, then "Uplay Shop".

xiangdirui
11-25-2013, 06:01 PM
yeah i can sign in.I'm in Canada,I had this "server error" since i paid for the Batman Arkham Origins.I wanted to buy AC4,failed,so I bought it by Steam.

defjam888
12-01-2013, 08:54 PM
Hi

Just brought a buy 1 get 1 free game from the Online store not through the Uplay programme Battlefield 4 and Assassins Creed Revelations (Revelations was free) and I was wondering how long does it take for this to register on to my Uplay account? They are both for my computer and were brought in a pc format as a download.

Its been about 10-20 minutes so I would of thought it would off been done by now. Could I or Ubisoft of messed this up somehow?

Thanks

Ubi-Lhainiev
12-02-2013, 04:36 PM
It can take "Up to" 72 hours. If its taking longer than expected please contact Support with the links supplied below and sorry for the inconvenience.

SpanktheMunky
12-04-2013, 03:37 PM
This is getting ridiculous! support ticket opened 29th November not a reply still!!!!! Shocking support ubi sort my damn ticket already!!! I want my order cancelled and refunded NOW!!!

shuffle168
12-10-2013, 01:19 PM
Hi All,

I'm posting here because I'm simply stuck to what else to do, phone lines closed, ticket won't submit and promo code won't work. I've tried to do this in 4 browsers and different machines (helps when you work in tech support) but nothing works, when you enter the promo code it simply reloads the basket and nothing happens but when you enter an incorrect code it does tell you. This is for black flag and is a code I received when I purchased a new graphics card and i've never had this issue previously but the fact i can't raise a support ticket is a bit annoying!

Can someone fix the problems since I cannot even redeem the code to play the game!

PS. I tried to post in technical but it keeps asking for a prefix which i've already specified so basically it won't let me post at all. Seriously I've spent 20 minutes on the UBI shop and forum and found loads of bad bugs that need to be fixed. I have to say i'm not impressed.

Ubi-Lhainiev
12-10-2013, 03:08 PM
Hi Shuffle,

Sorry to hear you are experiencing trouble! I have moved your support inquiry. You should be able to create a ticket though, you mentioned you tried alternate browsers, can you maybe try clearing your cookies/cache? If you are choosing "UplayAccount" at the drop-down, can you try choosing something else? It's not as important which topics you choose, more so that Support actually gets your ticket. The Support line is also opened during regular business hours, for the most part. I wish I could help you on my side, but unfortunately the forum mods (like myself) don't have access to the Support tools.

LaughMage
12-20-2013, 02:56 AM
Hi

Tried to preorder Assassin's Creed: Liberation HD and at first it seemed to have worked, but a few days later the preorder cancelled itself and since then every time I try to preorder it again all I get is a Server Error.

I'm in Russia, if it's of any importance.

Ubi-Lhainiev
12-20-2013, 03:41 PM
Sorry to hear that LaughMage! It sounds like you might need to contact the Uplay Shop. When creating a ticket, you can select your platform Ie. PC, then "Uplay Shop". You can find the links below.

midjathegreat
12-22-2013, 09:42 PM
Hello

Over the past few days, I've tried purchasing games from the Uplay Shop, which Uplay won't allow. I keep getting the message "Server error" and then nothing happens... Why is that so? I've made a new account today, which works fine - I've bought a figurine of Ezio with no problems (something I've tried several times on this account).

Input from admins are welcome.

Hope you can resolve or help me resolve this problem.

Many thanks.

mkochsch
12-23-2013, 04:10 PM
Can't buy anything. "Server Error" when I try to check out.

Ubi-Lhainiev
12-23-2013, 10:02 PM
Hello everyone, unfortunately forum moderators and managers cannot help with Uplay Shop errors. We do welcome posting to gather feedback, however, you must contact Support for a solution. Please select your platform and then "Uplay shop" with the links below.

peixeespada007
12-24-2013, 09:40 PM
Helo i am from Brazil,and please how can i buy a key code for mi games on uplay, i win a used gam from mi uncle and i cant use his code, how can i buy mi actvation code?

midjathegreat
12-25-2013, 03:17 PM
Hello everyone, unfortunately forum moderators and managers cannot help with Uplay Shop errors. We do welcome posting to gather feedback, however, you must contact Support for a solution. Please select your platform and then "Uplay shop" with the links below.

Already tried that... got no replies

Mr_Shade
12-25-2013, 03:19 PM
Already tried that... got no replies
They aim to reply within 48 hours - however it can be slightly longer due to the Holiday season, so please do allow them extra time - if they have not replied after the holiday season, please contact a member of staff with your support ticket number and we can investigate for you.

Zurvan7
12-25-2013, 06:29 PM
Hello

I'm new to uplay (since I purchase most stuff on Steam and GOG), but I had a question. I bought FO3_GOTY on Ubishop which has the lowest price right now. And to my surprise you could give the key into steam platform and activate it there (which is nice). So does this mean that I have now t copies of this game? (one on Uplay and one on Steam)

Or does this game require Steam in order to play? Where on ubishop are these information found? usually you'll see on steam that games like FC3 and AC4 require you to install Uplay. So this means achievements etc will appear on Uplay and not on Steam?

Any advice will be appreciated. Also merry Xmas to all ;)

Anykeyer
12-26-2013, 02:16 PM
You have 1 copy, Steam's. Uplay shop does not specify this (which is strange) but almost all 3rd party games purchased from Uplay will give you Steam version. Most EA games give you Origin version.
In case with Ubisoft's own games you will get Uplay version. And if you purchase them on Steam you will need to run both Steam and Uplay clients, In this case Uplay handles achievements, saves cloud, friend list, etc

Zurvan7
12-26-2013, 02:37 PM
@Anykeyer. Thank you for the short but informative answer. It's indeed strange that they don't show it on their shop page....

Poyep_PL
12-27-2013, 02:16 PM
So as in title,every time i try to buy the might quest starter pack for 14.99£ i get message server error on next page. Tryed different browsers and different cards to pay. Im not interested in buying it when it will costs 20£. would like to buy it today. its annoying.

Ubi-Lhainiev
12-27-2013, 04:16 PM
Hi Poyep_PL - Sorry to hear you are experiencing trouble. Where exactly are you trying to make your purchase?

Poyep_PL
12-27-2013, 05:37 PM
Thru uplay shop on my account. just tryed now and same again.
http://shop.ubi.com/store?Action=PostThreePgCheckoutAddressPaymentInfo Page&Env=BASE&Locale=en_GB&SiteID=ubiemea
That is the link showing after trying to pay.
Any help would be great. sry for my english ;)

Ubi-Lhainiev
12-27-2013, 05:41 PM
Okay, thanks for passing this on. I will send it to the community manager.

Did you want to make your purchase from the official Mighty Quest site instead? https://www.themightyquest.com/shop?locale=en

Poyep_PL
12-27-2013, 05:45 PM
Only problem that on official site it cost 20£ and on uplay shop 14.99 same pack so not in to paying 6 pounds extra really :/

mightybean
12-27-2013, 05:52 PM
Since Christmas, I've been trying over 20 times to preorder AC Liberation HD. My credit card has enough money on it, I bought a game for my cousin using the same credit card, so it's functional. I complete all of those fields (card type, card number, expiration date etc.) and then I click on continue. It gives me a message saying "Server Error". I reload the page and then everything looks fine. After I accept the term and conditions, I click on submit and it gives me another error saying there are no money to authorize, whatever that means. I've tried buying it from the site and then from the software, still the same.

http://i.imgur.com/gyquGcP.png

Ubi-Lhainiev
12-27-2013, 06:03 PM
Which country do you reside in please?
Which platform are you using to access the Uplay shop?

If you have a minute, please give Ubisoft Support a quick call or contact them via ticket. By selecting your platform ie. PC then "Uplay shop".

mightybean
12-27-2013, 06:07 PM
I'm from Romania, using a PC. Last time when I tried to submit a ticket, I also got a "Server error"...

Poyep_PL
12-27-2013, 08:39 PM
Only problem that on official site it cost 20£ and on uplay shop 14.99 same pack so not in to paying 6 pounds extra really :/

midjathegreat
12-27-2013, 08:45 PM
So as in title,every time i try to buy the might quest starter pack for 14.99£ i get message server error on next page. Tryed different browsers and different cards to pay. Im not interested in buying it when it will costs 20£. would like to buy it today. its annoying.

Exactly my problem... as I stated in my last post

utcadavre
12-28-2013, 04:23 PM
Hi!

I wanted to purchase the Freedom Cry DLC for my AC4 in the Uplay Shop, but when I gave my credit card infos and try to move forward the system gave me a server error message. I tried it in the uplay program, in Firefox, IE and Chrome too with the same results.
I checked the source code of the error page and got this: SYS_000006
One month ago I purchased my AC3 DLCs and I had no problem with the same method, with the same credit card. Nothing changed in my side.
I sent a ticket to the support, and they wanted dxdiag files and other infos about my PC, but I don't know why, because it's a server error. I sent them but so far nothing happened. As I can see, a lot of people have the same problem.
It would be nice, if you can say something useful about the problem.
I'm from Hungary by the way.

Thanks your help!

cman8888
12-30-2013, 04:16 AM
As the title stated every time I try to make a purchase in the Uplay shop I receive the message "Server Error" after I input my card information. I have tried to purchase different items to see if that is the problem and I have tried it at my friend's house and my own home to see if it was my internet connection. Any help is appreciated, thank you for your time.

WRC323
12-30-2013, 12:38 PM
I too have been trying to purchase from the store but get the "SYS_000006" error. I am trying to purchase a couple of Real Tone cables and I've logged a support ticket so I'll see what they say. Such a pain to see so many people experiencing the error and it not being fixed. I've now missed out on the cables as they've sold out.

Windows 8, IE, Chrome, Firefox, etc. all the same. From Australia.

What do I do with my copies of Rocksmith I cannot play?

biohazard_star
12-30-2013, 04:06 PM
I too am getting a "Server Error" after I input my card and address information. I'm hoping to purchase Fallout 3 GOTY before the sale ends. I already filed a support ticket (Ref No. 00979186), but so far no reply from the support staff yet. I'd call the tech support hotline, but it isn't available in my country. :nonchalance:

I am accessing the Uplay store from PC on Mozilla Firefox. I'm accessing the store from the Philippines.

ManiacalFox
12-30-2013, 05:32 PM
so, I used the gift code on Assassins creed 4 black flag deluxe, went on with the payment, but what i had failed to notice was that i didn't have enough money in my credit card(visa), i used clickandbuy when it failed, and now i cant seem to find the unfinished transaction, any tips on what to do? i didn't get to use it because the transaction failed

Ubi-Lhainiev
12-30-2013, 09:14 PM
It would help if you would also include:

The country you are trying to access the shop from
The platform you are using
Most importantly, please do create a ticket, as some of you have done already.

You can select "My Questions" then the "Ask a questions" tab, select your platform Ie. PC, then "Uplay Shop", so they can address the issue.

Please keep in mind, due to the holidays, wait times for Support may be extended. Also, returning to the Shop a bit later, can be a simple solution for some!

~Apologies in Advance~

biohazard_star
12-31-2013, 11:44 AM
When is the holiday sale gonna be ending? I'd hate to miss out on buying the game that I want.

WRC323
01-02-2014, 02:41 AM
Well the Real Tone cables came back in stock and I got paid so I was able to check out using PayPal. It still failed when I tried checking out with my Credit Card so I'm guessing there's a backend issue with credit cards.

odwulf
01-02-2014, 08:56 AM
OK, I guess no one wants another rant about UPlay, the software (I'll just say one thing: guys, you'll never take over Valve with that "thing". If I don't want to see Steam, I don't have to. No such luxury with UPlay's "let's force our poor user experience in everybody's face!" attitude.)

That being said, the UPlay shop, really?


Tried to pay, 4 different browsers, 2 different computers: "server error". With a card I used for another game one month ago. No more info, of course.
"Add a card to your account" I DON'T WANT TO. I don't want any online service as poorly coded to keep my bank information. That's a disaster waiting to happen.
The good thing is that it does not work anyway. When I used my card a month ago, the website errored to my face and did not keep my info.
Once the transaction is done (I resorted to Paypal, I *hate* having to do that): no confirmation whatsoever, back to the website front page. Did it work? Did it not? Just wait *several minutes* for a mail to appear in your inbox to discover it.
Living in a country with two different languages. Have to chose my language every. freaking. time.
And what I think is the funniest of all: "please connect to your account to contact customer service. please connect to your account to contact customer service. please connect to your account to contact customer service. Oh no, I wont recognize you password ever, you'd be able to bother the customer service."


I bought several Ubisoft games on Steam, thought I might go to the source just as well; no dice. It's so much easier and hassle-free to buy your games through a competitor I wonder if it's done on purpose.

Faershaun
01-02-2014, 05:16 PM
Apologies in advance for a rather long rant.

The "technical stuff":
Country: Denmark
Platform: Windows 7 64bit Ultimate (updated)
uplay version: 4.2.1 december 18th 2013.
30/30Mbit connection with NO issues anywhere other than uplay
Router runs uPnP, tried DMZ'ing my PC so yeah, it isn't port related.
Firewall was turned off as well to test - same result.
Proxy settings in Uplay turned off - same result.

Everything currently at default settings. Uplay works very nicely, just not when I want to throw money at you guys..

This is getting rather silly now..

Tried purchasing a game through UplayStore a few days ago, believe it was the 25th.
I get this message after hitting checkout, and a brief "login screen" which I never get to see for more than half a second:

"The Uplay Shop is Unavailable
The Uplay Shop seems to be temporarily unavailable. If the problem persists please contact Ubisoft Support"

See screenshot for more sillyness:

http://postimg.org/image/7rd2bi6xj/

Last time I tried it was Rayman Legends, which I had the same error with - and then bought through Steam instead, yay lost sale for you guys (at least some of the revenue went to Valve instead).
- today it was Heroes IV complete collection, and the EXACT same error.

Oh, and to pour salt and a dash of acid into the wound, I tried making a support ticket prior to writing this. This is what happened after I hit the submit button:

"We are encountering a technical issue with the page you are trying to view.
We apologise for the inconvenience and we will work to fix the issue as soon as possible. In the meantime please click here (https://support.ubi.com/) to return to the homepage."
What the flyin' f... ? :confused:

I can connect to Uplay client just fine, log in and out, close the program and open it again. No issues. Not even in my games.
As soon as I hit the Checkout button to buy a game, the above happens!

You are honestly not making it easy to be a legit customer these days.. I get it, you don't want your stuff to be pirated. Then for the love of all that is holy to gamers, DON'T make your DRM more obtrusive and annoying than it is to install any torrent client and simply pirate the game instead!
Where is the logic in that?

I have had a nice experience (probably better than most) with Uplay thus far. And to be frank, I purchased my game keys through gamersgate or otherwise and have had no problems until I wanted to make a purchase with the discounts from the xmas sale on UplayStore.
It almost amuses me you can't make your own store work, but have to rely on selling games elsewhere.

Oh and by the way, my experience regarding Rayman Legends wasn't exactly logical either: http://steamcommunity.com/app/242550/discussions/0/648814844495778313/

Yeah I may fail to see the logic, or perhaps it is to link achievements (which I don't really care for either way) but seriously.. two clients to start one flippin' game?

I normally don't bother to complain about these kinds of things, as money is not really an issue - and I have way too little spare time to sit and wait for a game or client to be patched so it actually works as intended. However, let's make a car analogy - just because I feel like it:

1. Customer goes to a car salesman
2. Customer finds a nice car on sale he/she fancies
3. Customer pulls out creditcard to pay for said car
4. Car Salesman's terminal does not want to work
5. Customer decides to come back a few days later, because it is probably just a temporary problem?!
6. Customer figures Car Salesman is not interested in making a sale since his terminal still isn't working.
7. Customer loses trust in said Car Salesman, and probably doesn't set foot in his shop ever again.

I hope you get where I'm going.

licancanner
01-03-2014, 05:19 AM
I bought on Amazon a Geforce GTX770 and got promo codes for Batman Arkham Origins, AC4BF, Splinter Cell BL, the Batman code was for STEAM and no problem redeeming that but on the Uplay shop every time i enter the promo code it doesn't even give any error, it just reload the cart order with no change at all, the time to redeem those games is running out please I need help ASAP

I'm from Venezuela
using pc I7
browser: chrome

I already went to support to open a ticked, no reply still

Drapo56
01-03-2014, 10:49 PM
I've been trying to purchase the ACBF dlc as well as the pre purchase of AC liberation for a few days now but keep getting server error. Is there a eta on a fix? or is there something else going on I don't know about.

The_Gold_Orb
01-04-2014, 03:40 PM
Hi, i was going to buy the Assassin's Creed Revelations, but after i filled in all data to buy, it said Serverproblem or something like that, it has happened since this morning and i cant figure out why. Please help :) Thank you

Ubi-MoshiMoshi
01-04-2014, 08:17 PM
Hi and welcome to the forums, please contact Customer Service https://shop.ubi.com/store/ubiemea/en_GB/DisplayContactFormPage/ThemeID.8605700

morgosargas
01-14-2014, 01:35 PM
I have bought Fallout 3 New Vegas on uPlay and when I try to run it it tries to activate the game on steam but fails. It says "Not available. Sorry, but the following items are not available for purchase in your country. Your purchase has been canceled". I've tried contacting customer support (in product section I couldn't even find Fallout games, so hade to choose other game...) but they haven't replied me in two weeks or so... Highly dissapointed. Get me a working key or refund ASAP

Ubi-Lhainiev
01-14-2014, 03:00 PM
Hi Morgosargas, Im sorry to hear you have not yet heard from Support. Did you receive an incident or ticket number confirming that your ticket was created successfully?

When you created your ticket did you select "Uplayshop"?

NotEhCanadian
01-19-2014, 11:06 PM
I received free copies of AC4 and Splinter Cell with the purchase of my GPU. However, after following the steps and receiving the promo code off NVIDIA's website, the promo code is not applying to checkout. Every time I enter the promo code the page just refreshes and it does not apply. Neither game has worked and I have tried typing in the code, copy/paste, hitting enter and hitting apply, yet none of these are working. What do I do, as I want to receive these games for free?

NotEhCanadian
01-19-2014, 11:18 PM
NVM Figured it out, for those of you who find your way into this thread, the solution is to click the exact link NVIDA tells you to go to and redeem it there.

NerrowGames
02-17-2014, 06:48 PM
So, I am trying to purchase Assassin's Creed III Deluxe Edition and every time I hit "Submit" to confirm the purchase, it redirects me to a screen with nothing more than "Payment Authorization Failed" and this is concerning me as it is currently $29.99 and that is all the extra money I really have to spend right now.

Thank you for your time,
Nerrow

Ubi-Leorthian
02-18-2014, 04:25 PM
Hello NerrowGames,

To discuss issues with the shop in more detail, please contact the shop support team directly. If you go to http://shop.ubi.com/ and look in the top right there is an option marked "HELP". Clicking on HELP will take you to a page that lists answers to most common issues, but if your issue is not listed, at the bottom is an option to "Contact Customer Service" which comes under the heading "STILL NEED HELP?". Clicking on that will take you to a web-form you can use to contact the shop support team for help with your payment issue.

eqalidan1
03-15-2014, 01:59 AM
nevermind it just took a while

Lekimdraw
03-19-2014, 02:54 AM
I've spoken to your "Customer Support" and have no such luck, I think I would rather repeatedly bash my head into my keyboard until I either pass out from blunt force trauma or blood loss, either way it would be a welcome scenario then having to deal with the team Ubi has placed in charge of dealing with people. If I wasn't forced to use Uplay I would remove it from my computer and never speak of it to anyone for the rest of my life. Attempting to buy anything from UbiShop has been a pain and I think I would rather pay full price for the games on Orgin or Steam, either way that would STILL be a better experience than dealing with the Ubisoft store.

Ubi-Leorthian
03-19-2014, 04:59 PM
Hello Lekimdraw,

I'm sorry to hear that you encountered issues when using the Ubisoft shop, but resorting to name calling isn't a useful step to take. I personally have not had any issues with using the store, but I do understand that ease of purchase is important when it comes to customer satisfaction, so if you could give me more detail on what it was that you found "a pain" I can pass that information on and we can work to improve the service provided.

I've edited the post above to remove the more colourful descriptions of events/people. Please try where possible to keep the tone and feedback of posts constructive, we all want Uplay to give the best possible service so that it can be a strong competitor in the digital marketplace.

Lekimdraw
03-20-2014, 02:50 AM
I've tried sorting out the issue with 3 different CS reps, to no avail. It's mainly the fact that there is no warning or banner saying anything about any issues, as if ignoring it will just make it go away. It wont, but it does make something go away, and that something is future customers. I appreciate your concern but I've given up with any type of Ubi support, also I highly doubt you could assist me in my turmoil as I have tried several suggestions multiple times for about a week and a half.

Ubi-Leorthian
03-20-2014, 02:45 PM
I'm sorry that the support team was not able to successfully resolve the issue for you. When you contacted them, was it by phone or by webform? Personally I have always preferred getting assistance over the phone as opposed to via webform/email. If you are interested in trying again at some point you may want to call instead of write. If you do, you can find a list of Ubisoft's regional support team phone numbers here: http://www.ubi.com/US/Support/InternationalSupport.aspx

Lekimdraw
03-23-2014, 02:59 AM
You know I think I might have found out what the problem was, see the games I wanted were on sale, and now they aren't. So I'm assuming all is fine with the shop now that all that buggy sale stuff has been removed and bumped up to full price again.

Update: it worked, first try, full price. Luckily I was on the phone with my bank and they denied the charge.

BadmanBass2
04-10-2014, 04:52 AM
I just bought Elder scrolls online imperial edtion for 89 dollars went thought the whole process of entering my payment information got all the way to done then the store craped out and now i cant find my game nor is it downloading on to my computer so were is it?

Ubi-Leorthian
04-10-2014, 03:49 PM
Hello BadmanBass2,

When you make a purchase through the Uplay shop you should receive an email confirming your purchase and containing an activation code. If your game has not automatically appeared in your game library, please enter the activation code from the email into your Uplay account by clicking on the gear icon in Uplay, then selecting “Activate Product”. If you require further assistance, please contact Support. You can contact them through our ticket system found here: http://support.ubi.com/
Alternatively, if you would like to contact support by phone you can find the contact number for your regional support team here: http://www.ubi.com/US/Support/InternationalSupport.aspx

Amanel8814
04-16-2014, 03:31 PM
I've tried buying three games on the website, but there is always the same message when I try to checkout. When I have finished filling in my bank information and try to go on with the purchase, it always goes to the "Server Error" page. I also tried the Uplay program's shop, to no avail, whenever I try to go to my shopping cart I get the "The Uplay Shop is Unavailable" page. Is there anything I can do to get it to work ? Do I have to wait for the sales to be off to be able to buy games ? I am in a deep state of desperation after a whole day of struggle ...

Ubi-Leorthian
04-16-2014, 04:06 PM
Hello Amanel8814,

Some users (http://forums.ubi.com/showthread.php/740376-Uplay-trouble-in-buying-quot-Server-Error-quot?p=9899862&viewfull=1#post9899862) have had success making purchases when using a browser in Private/Incognito mode. If doing so doesn't work, please contact our support for technical assistance. You can contact them through our ticket system found here: http://support.ubi.com/
Alternatively, if you would like to contact support by phone you can find the contact number for your regional support team here: http://www.ubi.com/US/Support/InternationalSupport.aspx

Amanel8814
04-16-2014, 04:15 PM
Thank you for your reply, though it proved uneffective. I'll try again sometime later from somewhere else, and contact the support team, see what happens...

Mitokira
04-17-2014, 12:06 AM
Hey guys, since the forums mods are unable to do anything other than shunt you over to customer support, here's what fixed my "Server Error" issue.

You need to go into your uPlay profile, and fill out all of the empty fields. Name, Gender, everything. Apparently if all of that isn't filled out, you can't do anything. Once all of that is filled out, you should be able to enter your credit card info and buy your games.

Now, I don't know who's idea it was to link profile completeness to being able to enter credit card info, and in my case I couldn't even submit a support ticket. I had to go to reddit and have them help me because this change is, excuse my french but this really aggravates me to no end. Especially without notifying anyone, even customer support or forum staff.

Amanel8814
04-17-2014, 08:46 AM
Hi, I was actually about to do the exact same thing as you did. I emailed customer support and got this very answer : fill out the entire profile and then retry, and everything worked perfectly, I could finally buy my games ! The developer who had the exquisite idea of making it impossible for people without a complete profile to buy games, along with not putting any info as to that matter either on the "Server Error" page or on the Ubi FAQs should definitely be flayed ... a chance for him that GoT is a fictional universe or he would have become the new Reek !

Anyway, to anyone having this problem : fill out your account info entirely and everything will get back to normal ;-) .

Ubi-Leorthian
04-17-2014, 04:47 PM
Thank you both for sharing the solution you found to the issues you encountered with the Uplay shop.

stanfiem
04-17-2014, 07:59 PM
Where is teh info to fill out? All i want to do is give you my hard earned money and you wont let me? It is almost as if you would rather me be mad than have my money. Im not going to be mad though I see you. But seriously where do i fill out the info I looke all over my porofile and filled out eveerything but still cant find it

Amanel8814
04-17-2014, 09:26 PM
Do you also have the problem where on the checkout you are shown the "Server Error" page ? If not then I can't help you, but if it is that problem, you need to go to your profile settings and then fill out everything. Afterwards you need to log out, to log back in, to empty your shopping cart and to select the items you want once more. Then everything should run smoothly, at least it did for me ^^ !

xSkyro
04-23-2014, 01:50 PM
When I try to pre-order Watch_Dogs - Uplay Exclusive Edition for PC, the Pre-Order link just takes me to a page that says my shopping cart is empty. http://i.gyazo.com/7376ea2a1817de1497fe48032e166c32.png

Ubi-Leorthian
04-23-2014, 05:10 PM
xSkyro,

The Uplay Exclusive Edition is only available in certain regions, though it should only be visible in the shop if you are in a region where it is available. Please contact the shop customer service team to discuss the issue in more detail.

If you go to http://shop.ubi.com/ and look in the top right there is an option marked "HELP". Clicking on HELP will take you to a page that lists answers to most common issues, but if your issue is not listed, at the bottom is an option to "Contact Customer Service" which comes under the heading "STILL NEED HELP?". Clicking on that will take you to a web-form you can use to contact the shop support team for help with your issue.

xSkyro
04-24-2014, 07:09 AM
xSkyro,

The Uplay Exclusive Edition is only available in certain regions, though it should only be visible in the shop if you are in a region where it is available. Please contact the shop customer service team to discuss the issue in more detail.

If you go to http://shop.ubi.com/ and look in the top right there is an option marked "HELP". Clicking on HELP will take you to a page that lists answers to most common issues, but if your issue is not listed, at the bottom is an option to "Contact Customer Service" which comes under the heading "STILL NEED HELP?". Clicking on that will take you to a web-form you can use to contact the shop support team for help with your issue.

I'm located in Australia. I should have mentioned, when I click on the other consoles it goes into my shopping cart no worries?
But thanks for the reply, I'll follow your instructions! :)

Foxtrot1_1
05-11-2014, 08:12 PM
Here is the customer service feedback I just tried to send for around 30 minutes but couldn't because your website is too ****ty. It is about how ****ty your website is:

Your webstore is like crazy bad. I am in Canada, using a Canadian ISP, buying a game made at a studio in Canada less than 2 hours drive from my house, and it keeps telling me it needs to switch country and returns to the homepage. The search function is really bad - type in black flag season pass and the season pass for Black Flag isn\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'t even in the first 12 results. It\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'s hard to navigate and buggy. I literally can\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'t give you money for your products because your website is so bad.

Now I\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'m trying to enter my credit card details and it keeps saying \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\"Store Account Call Failed.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\" That\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'s a worthless error message that tells the user nothing. My credit card details are correct.

So, your website does not correctly recognize a user\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'s home location, is hard to navigate, and doesn\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'t accept my credit card details. And the purpose of this is what, exactly? To compete with Steam? That\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'s laughable when basic functionality is broken.

e: Now sending this feedback gets me the error message \\\\\\\"We\\\\\\\'re sorry, the service is unavailable at the moment.\\\\\\\" Holy crap you guys, this is shamefully shoddy work.

2e: And you don\\\'t bother to staff any of your Twitter accounts with actual people and this broken web form appears to be the only way to get support. Holy crap, fire whomever built this website and the head of customer service

3e: You have a technical support number listed for Canada. It is disconnected. Wow.

4e: I called the technical support number listed on your English website. It told me that for English technical support I would have to call another number that is not toll-free. This is the worst customer service I think I\\\'ve ever experienced

5e: in case you haven\'t noticed, every time the form ****s up (which is every time because you got a chimpanzee in a suit to code your site) it adds some slashes to random places. That\'s some tight coding!

Ubi-MoshiMoshi
05-11-2014, 08:38 PM
Hi Foxtrot1_1, I have answered you in your thread here http://forums.ubi.com/showthread.php/878163-Ubisoft-has-the-worst-website-customer-experience-I-ve-ever-seen

utakemamoney
05-17-2014, 04:36 PM
Friends,

I've just bought Watch_Dogs through uplay shop and it went through (got confirmation email). When I tried to buy Sleeping Dogs I get an error saying "Server Error" just after I put in my credit card details.

Is there an issue right now?

Best regards,

utakemamoney
05-18-2014, 10:07 PM
Anybody? Weekend off? You are losing monies.

Ubi-Leorthian
05-19-2014, 05:09 PM
Hello utakemamoney,

I'm unaware of any specific issues that were affecting the shop on the 17th. The most common cause of the "Server error" message on checkout stems from incomplete Uplay accounts. Basically, if you have left any fields in the Uplay account blank, then the order won't be processed. You can remove the issue yourself by doing the following:
1 - Go to http://uplay.ubi.com/ and sign in
2 - Click on "My account" in the top right
3 - When the "Account information" screen loads click on "Edit" and make sure you enter details in every field.
4 - Click "Ok", then log out and back in again before heading to the shop.

utakemamoney
05-22-2014, 12:42 PM
Hello utakemamoney,

I'm unaware of any specific issues that were affecting the shop on the 17th. The most common cause of the "Server error" message on checkout stems from incomplete Uplay accounts. Basically, if you have left any fields in the Uplay account blank, then the order won't be processed. You can remove the issue yourself by doing the following:
1 - Go to http://uplay.ubi.com/ and sign in
2 - Click on "My account" in the top right
3 - When the "Account information" screen loads click on "Edit" and make sure you enter details in every field.
4 - Click "Ok", then log out and back in again before heading to the shop.

That solved it, thanks for the help.

Jamsniff
06-04-2014, 01:56 PM
Not entirely sure this is an appropriate place to post this, but w/e.

I pre-ordered the uplay edition of watch dogs on the 14th of May. Payment has gone through, I have the code for the pre-order bonus etc., however the order is still marked as in process, and is yet to be dispatched. I haven't found anything about a shortage which would lead to a delay - if there is I'll happily shut up and wait for it, but it's been over a week since release now which is pretty annoying. Also submitted a support request but radio silence so far! Any help appreciated, thanks.

Ubi-Leorthian
06-04-2014, 05:24 PM
Hello Jamsniff,

I'm sorry to hear that you've not received your game. You should have received a response from the support team within two working days of submitting your question; if you have not had a response from the support team within two working days, please contact a forum manager with your ticket ID and they can contact support to ask about any delays in resolving your issue. The forum managers are: Ubi-Mush (”http://forums.ubi.com/member.php/970194-Ubi-Mush”), Mr_Shade (http://forums.ubi.com/member.php/304536-Mr_Shade) and Volfbane (http://forums.ubi.com/member.php/1337630-Volfbane)

You can also contact support by phone if you wish to, you can find the contact number for your regional support team here: http://www.ubi.com/US/Support/InternationalSupport.aspx

Jamsniff
06-04-2014, 07:02 PM
Hello Jamsniff,

I'm sorry to hear that you've not received your game. You should have received a response from the support team within two working days of submitting your question; if you have not had a response from the support team within two working days, please contact a forum manager with your ticket ID and they can contact support to ask about any delays in resolving your issue. The forum managers are: Ubi-Mush (”http://forums.ubi.com/member.php/970194-Ubi-Mush”), Mr_Shade (http://forums.ubi.com/member.php/304536-Mr_Shade) and Volfbane (http://forums.ubi.com/member.php/1337630-Volfbane)

You can also contact support by phone if you wish to, you can find the contact number for your regional support team here: http://www.ubi.com/US/Support/InternationalSupport.aspx

Just got a response, thanks for the reply! :)

Syeikh_Alhadi
06-05-2014, 04:17 PM
I live in Indonesia, yet UPlay suggest all the game using Euro Currency, can i change it into US Dollar...??? thank you

Ubi-Leorthian
06-05-2014, 06:06 PM
Hello Dadyo13,

To discuss issues with the shop in more detail, please contact the shop support team directly. If you go to http://shop.ubi.com/ and look in the top right there is an option marked "HELP". Clicking on HELP will take you to a page that lists answers to most common issues, but if your issue is not listed, at the bottom of the page is an option to "Contact Customer Service" which comes under the heading "STILL NEED HELP?". Clicking on that will take you to a web-form you can use to contact the shop support team for help with your issue.

XG_BeN
06-19-2014, 08:24 PM
i am unable to Pre-Order the FarCry 4 Kyrat Edition... i am trying from past 28 hrs but still getting the Payment Authorisation Failed error...
HELP PLEASE
I cant even submit the support ticket it says we are having technical issues

HELP PLEASE

Ubi-Leorthian
06-19-2014, 08:37 PM
Hello bilal_bil

To discuss issues with the shop in more detail, please contact the shop support team directly. If you go to http://shop.ubi.com/ and look in the top right there is an option marked "HELP". Clicking on HELP will take you to a page that lists answers to most common issues, but if your issue is not listed, at the bottom of the page is an option to "Contact Customer Service" which comes under the heading "STILL NEED HELP?". Clicking on that will take you to a web-form you can use to contact the shop support team for help with your issue.

Have you tried filling in this form to contact the team, or was the issue you encountered with a ticket on the main Ubisoft support page?

Also, if you would like to contact support by phone you can find the contact number for your regional support team here: http://www.ubi.com/US/Support/InternationalSupport.aspx

tinaspacetime
06-20-2014, 10:10 AM
Hello everyone,

Today I noticed some trouble with uplay shop in my uplay client on pc (ver. 4.5.2). I wanted to find Far Cry 3 in shop (via uplay client) and i could not find it. The shop only shows me pre-order of Far Cry 4.
You can see it on screen:
http://cs617328.vk.me/v617328143/10ae8/TB1aWICh_yc.jpg
Then i went to my browser, opened uplay shop and tried to find Far Cry 3. And it worked! All parts of the Far Cry franchise were there.
You can see ot on screen:
http://cs617328.vk.me/v617328143/10af1/7FhXTMrJwco.jpg
Also via uplay client's shop i can't find Anno 2070, some The Settlers's dlc and etc.
I tried to log in/log out, changed language in uplay client, changed permission for proxy connection (network setting in uplay), reinstalled uplay client, but nothing worked.
I have Russian region, if it matters.

How can i fix this? It's very uncomfortable to check availability of games twice.

Ubi-Leorthian
06-20-2014, 01:37 PM
Hello,

I'm uncertain what is causing the issue for you; when I search the shop in the Uplay client I am able to find all the items you list. I was looking at the Canadian Uplay shop, so it may in some way relate to you looking at the Russian shop.

If you contact the Uplay shop customer service team directly, they may have more information on the issue and how you can resolve it. To contact them, go to http://shop.ubi.com/ and look in the top right, there is an option marked "HELP". Clicking on HELP will take you to a page that lists answers to most common issues, but if your issue is not listed, at the bottom of the page is an option to "Contact Customer Service" which comes under the heading "STILL NEED HELP?". Clicking on that will take you to a web-form you can use to contact the shop support team for help with your issue.

tinaspacetime
06-20-2014, 06:03 PM
Ubi-Leorthian, thanks for reply! I'll contact Customer Service!

SubDev
06-27-2014, 10:47 PM
I am so amazed when i clicked inside uplay on the "buy" insurgence dlc that it doesent exist. i was kinda hoping i needed to buy it to be able to play coop in conviction. Sadly this was just a ruse since it takes me to uplay shop and theres NOTHING about the splinter cell conviciton dlc. i know the game is old, i shouldent bother with ubisoft games older then 1 month. But HEY i payd money for the first game that claimed to have coop. guess iam a silly putty for falling for that one.

Ubi-Leorthian
06-30-2014, 04:59 PM
Hell SubDev,

I just checked in the shop and I found the Insurgency Pack here (http://shop.ubi.com/store/ubina/en_CA/pd/ThemeID.8605600/productID.259956200/Tom_Clancys_Splinter_Cell_Conviction%E2%84%A2_Insu rgency_Pack.html). However as the shop is regional, that link will only work if you're based in Canada.

If you have issues finding specific items in the shop for your region, you can contact the shop customer service team for assistance. If you go to http://shop.ubi.com/ and look in the top right there is an option marked "HELP". Clicking on HELP will take you to a page that lists answers to most common issues, but if your issue is not listed, at the bottom of the page is an option to "Contact Customer Service" which comes under the heading "STILL NEED HELP?". Clicking on that will take you to a web-form you can use to contact the shop support team for help with your issue.

amywalker730
07-04-2014, 06:23 AM
Hello,

I'm trying to buy two games on sale, but when I try to check-out I'm given a "Server Error" message that prevents me from finishing my order. The strange thing is that I had bought another game just an hour before I started getting this error. I tried going through the Uplay website, but I'm given another error [Or rather I did, now it just says Server Error as well]

Does anyone know what the problem may be?

Rusca185
07-04-2014, 09:45 AM
Hi!

Redeemed my nvidia promo code and got an activation key from ustore. I tried to activate it at uplay and now it says someone else is using my key. Could someone hacked that? Or can the problem be that I already have one copy of watch dogs on ps3 and now tryibg to activate on pc?

If that's the problem, can I just create a new user and download the game with that account?

Thanks!

Ubi-Leorthian
07-04-2014, 01:38 PM
amywalker730,
The most common cause of the "Server error" message on checkout stems from incomplete Uplay accounts. Basically, if you have left any fields in the Uplay account blank, then the order won't be processed. You can remove the issue yourself by doing the following:
1 - Go to http://uplay.ubi.com/ and sign in
2 - Click on "My account" in the top right
3 - When the "Account information" screen loads click on "Edit" and make sure you enter details in every field.
4 - Click "Ok", then log out and back in again before heading to the shop.

Rusca185,
There are no restrictions on you activating multiple versions of a game on the same Uplay account. If you bought the game from the Uplay shop, then it's possible that the game was automatically registered to the account that you were logged into on the Uplay shop at the time of purchase. If you contact the Ubisoft support team, they can check what account the key is registered to. You can contact them through our ticket system's webform found by clicking on "My questions" on this page: https://support.ubi.com
Alternatively, if you would like to contact support by phone you can find the contact number for your regional support team here: http://www.ubi.com/US/Support/InternationalSupport.aspx