Community Manager
HanzzPico: Thanks for that update! I took a look at your account and I do see that only one purchase was successful on our side. What that means is, that the other attempt will be refunded to your banking institution once they are able to see that the second attempt was unsuccessful. You should be seeing the funds return to your account within 5-7 business days!
verydima: Hey there, verydima! I'm sorry to hear that this happened to you, but please know we're here to help! I looked into your Ubisoft Account and I do see that you have created two support tickets about this issue ( 13210547 & 13144706 ). Please know that creating duplicate cases can actually slow down support, as the information we need to better assist you becomes a bit scattered when doing so. With that said, I'm going to focus our efforts on support ticket #13210547. So while the first charge was completed for your side, the purchase did not complete on our side and as a result, the authorization hold ( second charge ) was unable to confirm that the method of payment was viable. Therefore, please know that you should see the funds returned to you in 5-7 business days of the attempted transaction. Once again, I am truly sorry that you had this experience with Ubisoft+.
KikiKyutoryu: Hi there, KikiKyutoryu! Thank you for expanding on the situation for us to review with you. I checked on your account and I do see that you have an active Ubisoft+ subscription at this time and that your purchase of Assassin's Creed Valhalla from the Ubisoft Store was refunded. If you're still having any issues, please don't hesitate to reach out to me by sending me a private message for further support.
SgtAnti: Hey there, SgtAnti! Thanks for coming to this thread! If you're still having an issue, can you please expand on it for us to help you?
verbaluk: Thank you for adding to this thread with your recent experience. I do see that the game has been added to your account two days ago and should be seen in your game's library. Are you still having an issue with charges at this time?
khal9999: Hey, khal9999! Thanks for being open about your issue on the thread. I checked out your account and I don't see that these attempts were registered on our side. You most likely received the potential fraud notification if the attempts happened in a succession that was too close in time with the last attempt. This is only to protect your account and not to punish you, I can truly guarantee that. With that said, you should receive your funds back in 5-7 business days if any had been removed and you should be able to attempt the purchase again if you so choose.
Mangos666: Hi there! I am sorry to see that you've had this issue with your recent purchase, but I can look into this for you! From our side, I only see one transaction and it was successful! You do have the game on your Ubisoft Account at this time. With that in mind, the two other attempts should be refunded to you within the 5-7 business days once your banking institution sees that no purchase was truly made at that time after the initial success.
Junior Member
Yes I am and as support told me to contact paypal as it nothing to do with them apparently, paypal told you us to file dispute sadly so I still dunno what going on as I still not get any reply from you even via paypal dispute... I would also like to add twice I was told even if the first time failed I would not be charged and it would auto go back in for the first fail, well no it did not and every time i told support they just gave me same answer ><
Junior Member
I just bought AC: Vahalla and I got the same issue, I paid with my debit card at first but it said error so I canceled the transaction and switched to Paypal, I got the game after paying with Paypal. However, when I checked my bank account it got deducted twice. Please do something about this.
Junior Member
Hello, I just bought AC: Vahalla and I got the same issue, I paid with my debit card at first but it said error so I canceled the transaction and switched to Paypal, I got the game after paying with Paypal. However, when I checked my bank account it got deducted twice. Please do something about this. I have created a ticket for this problem too, Ticket: 13253410
Junior Member
I tried to buy Assassin's Creed Valhalla and got charged twice and I am still unable to access the game. It said payment wasn't accepted twice even though my card was charged twice. I went to chat with customer service and the website has told me that the chat service has been down for the past 16 hours with no official statement about faulty chat services. I sent in a ticket already and even went to download Ubisoft connect to see if maybe the game popped up in my library. However, the usual functions for Ubisoft connect are almost all missing. In Ubisoft Connect, the only two tabs that I can view are my game library and the news section. Please give me back my $120 so I can forget that I ever attempted to purchase a game through Ubisoft.
Junior Member
I had the same issue happen. Tried twice on 11/10 to purchase Assassin's Creed Valhalla and both were refused due to "possible fraudulent activity". I submitted a ticket (#13169986) but have not heard anything back. I have 2 pending charges on my credit card (2 different cards) and really would like to have those charges removed and would like to know what I have to do to purchase the game. This is my first experience with Ubisoft and it's not a very good first impression so far, unfortunately. Any help would be appreciated.
Junior Member
The pending charges should disappear, but I don't think Ubisoft can do much to remove them any faster than they will go anyway. The fact they haven't converted to a real charge in 5 days is a good sign that they will not do so. I have one on my account from a similar date.
Those people suggesting they have real charges should check whether they can see a "balance including pending transactions" or similar on their account as it may be different to their actual balance. Although not all banks specifically put "pending" next to individual transactions, debit and credit card transactions do not go through as real, confirmed transactions immediately after they happen.
I know this is little comfort if you have $120 apparently reserved to Ubisoft for a week, even if it is only reserved...
EDIT: The pending charge on my credit card for a transaction that the online store failed has now disappeared after exactly 1 week.
Junior Member
Junior Member
Community Manager
Hi all!
Just wanted to share this information again, to make it a bit easier for everyone to review! Please note that this pertains to Ubisoft+.
For those being met with Ubisoft+ Subscription Suspensions:
Please know that this usually happens when the system is finding that the payment cannot be taken from your chosen payment method. To resolve this issue, if you do wish to continue with your Ubisoft+ Subscription, you'll need to update your payment details and ensure that the updated details are selected as your default payment method. Without updating your payment method, it may result in your subscription being canceled.
If you're seeing more than one charge for Ubisoft+ or that the subscription was suspended after the second charge:
Please know that this is the Authorization Hold that is applied to your payment option as a temporary charge to ensure that the payment method is viable for the subscription service! In order to subscribe you need to make sure you have funds available for both the Authorization hold and the subscription. Once the subscription transaction successfully processes, the authorization hold is returned within 5-10 business days.
khal9999: Thanks for sharing that update here, khal9999!
If you were charged twice for a Ubisoft Store purchase of a game or item, please make sure to state that clearly with your support ticket so we can look into those individual cases!
