bought the game but didnt recieve the game | Forums

[SpecialK..]

I can't go buy it from a shop as I don't have the money now. I have to wait until Ubisoft refund it or what ever and then I can buy it.
Pretty average considering it will be another week before I can play it while all my mates already have max level characters.

[phwoard]

I've got the same problem. Paid for the game on the ubisoft web store, but its nowhere to be found. It's in my order history in the web store, but not in the order history or games tab in uplay. There isn't a download button anywhere. Opened a ticket but no response; no live chat either. This is extremely frustrating

[Lost.Inside]

Hey guys, I just want to tell you not to worry about your funds disappearing. They will be returned to your bank account in about 14 days (10 business days) from the attempted purchase date. I had the same issue a couple of weeks ago when I tried to order the Ultimate edition from the Uplay store. Same ordeal- my bank issued payment resulting in funds being pulled from my bank account, however Ubisoft Paris never acknowledged payment. The error is most certainly on Ubisoft's end. I spoke to my bank and they said the money will be in a holding account until they receive a response from Ubisoft Paris. They never received that response, so the money was put back into my account. Keep your support tickets open, but the money should come back.

This transaction does not exist to Ubisoft, so any preorder benefits won't be provided.

I ended up buying the Gold edition from Greenman Gaming, which is unfortunate because I paid 2 euros more than I would have for the Ultimate edition by using my Ubisoft points for the 20% discount.

You can't buy it on Greenman Gaming now because of the Epic games exclusivity, but I do not recommend buying anything from the Uplay launcher anymore; as they cannot seem to process transactions. I tried with two other cards from other bank accounts, and they still could not process the transactions (except those times no funds were removed from my bank accounts).

Thanks for the information!

[Lens00140]

Got my money back in 3 hours, the post is probably on the 10th page in the general section by now, all in all Ubisoft were fantastic through the process

[SpecialK..]

Got my money back in 3 hours, the post is probably on the 10th page in the general section by now, all in all Ubisoft were fantastic through the process

Any chance you can link the thread please?
I've been waiting since Saturday morning (Asutralian time) to get this sorted...

[xanokhan]

Hmmm, this charge is not showing as pending on my account. It just shows as charged. I'll wait the 10-15 days to see if it clears.


To the mods, just know that I am not going to attempt to buy this again through Uplay and it kind of kills my excitement to play if I have to wait indefinitely til this clears from my account. I'd hate to not play this game because of this but this is not really motivating me to try to buy the game again.

Would be a good idea to get this issue fixed on the site since a lot of folks ran into it.

[phwoard]

It's almost 36 hrs since I sent in a ticket, still no response from them.

[Lens00140]

SpecialK..:
Any chance you can link the thread please?
I've been waiting since Saturday morning (Asutralian time) to get this sorted...

I've gone back 123 pages to the date that I have the reply from Ubisoft Support in my email but I cannot find the thread.

But here's my email to Support minus my real name

heya,

I just purchased the pre order ultimate edition of The Division 2 on my uPlay app and straight after entering my details and cc number etc, selected the box tick for the terms and conditions and then next, it took me straight to a page saying 'oops 404 something went wrong and a picture of a unicorn was there. I went and checked my downloads for anything and nothing is there, I was hoping to download my free game ghost recon wildlands overnight but nothing is there, so I went to check if it had failed on the transaction in my online banking and it didn't, I have been charged
AU $131.96 (UBISOFT Auth 475955 VA 338569) with my 20% discount applied.

I would appreciate any info that you can give me in regards to the unicorn 404 error and what the go is.

Kind regards,

That was Tue 19/02/2019 10:33 PM

Then a reply from the support team

Wed 20/02/2019 1:11 AM

DelioP @Ubisoft Support wrote: 19/02/2019 @ 14:11
Hello Lens00140,

Thank you for contacting Ubisoft Support.

I'm sorry to hear you are having trouble with the purchase.

I seems your order has not been successful and there is a temporary authorisation hold on funds.

I'm escalating your case for the store team to have the authorisation hold cancelled on our end, and this should free up the funds with your card provider.

As soon as we have news or more info we will contact you back by updating this case, please bear with us a little longer while we work on your request.

In the meantime, if you have any further queries, please do mention them.

Kind regards,
Delio
Ubisoft Support

Checked my bank account about 20min after this email and my funds had been taken off hold. i proceeded to cancel my ticket thereafter.

All I can say to those that are still waiting is that the Support teams are overloaded and your ticket will be answered, it will be in the queue and I feel for you having to wait, but if you can find another way to purchase you will get your funds back guaranteed.

[Lens00140]

(UBISOFT Auth 475955 VA 338569)

This was from in my bank account and I think it made a huge difference isupplying it to help Ubisoft trace the transaction and be able to get the hold off on my end. This was before things started getting really busy for the Support teams, I can bet that some calls will just waste so much time over issues that people could post here about bugs or the likes and that would free up Support to work on more important things like your money

[SpecialK..]

I've gone back 123 pages to the date that I have the reply from Ubisoft Support in my email but I cannot find the thread.

But here's my email to Support minus my real name

That was Tue 19/02/2019 10:33 PM

Then a reply from the support team

Wed 20/02/2019 1:11 AM



Checked my bank account about 20min after this email and my funds had been taken off hold. i proceeded to cancel my ticket thereafter.

All I can say to those that are still waiting is that the Support teams are overloaded and your ticket will be answered, it will be in the queue and I feel for you having to wait, but if you can find another way to purchase you will get your funds back guaranteed.

Thanks very much really appreciate your reply.
I managed to get Live Chat working yesterday to be told its a Store problem and needs to be escalated. That was 24 hours ago now and I still have heard anything.

I called Ubisoft Australia and they basically said bad luck wait for the support team to contact you.

Honestly I am just so fed up with trying to contact my bank (who Ubisoft said it was their problem) so now trying to call Ubisoft and Live Chat.. The support is really poor. I have even given them screen shots of my bank account for proof but they still cant fix it..