Hello and welcome to the Uplay support forums. This forum is for technical support and reporting bugs. If you would like to give a suggestion or feedback, please do so in Feedback and Suggestions.
In this thread, you will find commonly asked questions in this forum, as well as self-help resources. If you need further help, please check out this link for ways to get the best and fastest help on the forums.
Account
I can't access my account/ I can't log in!
I need information about two factor verification
Changing account information
Other account issues (linking and unlinking, usernames, avatars, etc.)
Uplay client
Basics of Uplay
Technical Issues
I'm experiencing crashes with Uplay!
I'm experiencing connection issues!
I am getting an error message in Uplay.
I am receiving an error when I launch a game.
My game is missing from Uplay.
The Uplay overlay isn't working.
Store / Purchases
I was charged but the game isn't in my library.
How to activate a key or code in Uplay
About digital pre-orders.
Still need assistance? Click here!
I can't access my account/log in!
If you are having issues with accessing your account, it may be one of these issues:
Temporary Account Suspension
If you are getting a message that your account has been temporary suspended, this is usually caused by unsuccessful logins or activation of a key in Uplay. These bans usually last one hour. Please note that Ubisoft Support cannot lift these bans, as that are a security feature.
Login Error on a website
If you are receiving a "Login Error!" on one of our official websites, please enable cookies on your browser. You can find steps on how to do this here, just follow the link for your browser. You may also want to try browser troubleshooting.
I'm getting a message that says "A Ubisoft Service is Currently Unavailable"
Please check this post for more details on this issue.
I forgot my password!
For information on changing your Ubisoft Password, please check out this FAQ!
I do not have access to my email account
If you do not have access to your email, please reach out to us either at account support or on social media (Facebook, Twitter) in a private message.
I do not have access to my two-step verification.
If you have access to your recovery codes, you can use them following these steps. If you do not have access to your recovery codes, please reach out to us either at account support or on social media (Facebook, Twitter) in a private message.
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I need information about two factor authentication
For more information on two factor authentication, please keep reading this post!
How do I activate two factor authentication using my smart phone?
- You can activate 2FA by going to account management or by clicking the "Set Up 2-Step Verification" button in the Uplay PC client under Account Information.
- Once you are logged in, go to security settings and select "Activate Two-Step Verification" and then select "Google Authenticator," From here, you will need to download the Google Authenticator app on your smartphone (iOS or Android).
- After downloading the Google Authenticator, open it and select “Set up account” from the option menu, then choose your preferred method. You can choose to scan the QR code provided, or you can manually enter the code into the App.
- Once the app has synchronized, you will need to enter the code into the website.
- You will then be given recovery codes. Keep them secret, keep them safe.
How do I activate two factor authentication using email?
- You can activate 2FA by going to account management or by clicking the "Set Up 2-Step Verification" button in the Uplay PC client under Account Information.
- After you are logged in, select "activate Two-Step verification" To continue with email, select "email".
- You will get an email with verification codes, which you will be prompted to enter.
- Two factor authentication is set up!
How do I disable two factor authentication?
With the app/email accessible
- You can deactivate 2-Step Verification via the account management page or by navigating to Account information in the Uplay PC client and clicking Manage.
- Once you have logged in, select "deactivate two-step verification".
- You will be asked to confirm. Select "yes" to deactivate two factor authentication.
With recovery codes
Follow the same steps as above but instead of entering an authentication code, enter a recovery code.
I don't have access to my account because of two factor authentication
Please reach out to us either at account support or on social media (Facebook, Twitter) in a private message.
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Changing account information
Below is more information on changing information on your account.
How do I link or unlink my console, Steam or Facebook profiles to my Ubisoft Account?
To link your Uplay account to Steam, launch a Uplay enabled game through Steam. To link all other platforms, please go to account management. Navigate to the Account Information tab, and you will see Linked Accounts at the bottom of the page. More information on linking can be found here.
How do I change my Uplay Username?
You can change your username at our account management page. Your username can only be changed once every 30 days. It must be unique, and meet the following criteria:
- Usernames must start with a letter.
- Usernames may contain letters, digits, underscores (_), dots (.), and dashes (-).
- The length must be between 3 and 15 characters.
- Words considered vulgar or offensive are not allowed as any part of the Username.
- It cannot start or end with letter combinations reserved by the company (i.e. ubi_ or _ubi).
How can I change the country on my Ubisoft account?
To do this, please open a support ticket with the information on this FAQ.
How can I change the gender on my Ubisoft account?
You can change your gender on your account on account management Clicking "edit" on your personal information will allow you to change the gender.
How can I change my avatar?
You can change your avatar on account management. Your current Avatar can be located in the Profile box. Click on your current Avatar to bring up a selection of avatars to choose from. You can also upload from here. Please make sure your avatar meets the following criteria:
If your avatar has been banned, please click here for more information.
- You may not select or use an Avatar that displays anything that can be deemed as aggressive, threatening, malicious, defamatory, false, pornographic, pedophilic, obscene, vulgar, racist, xenophobic, inciting hatred, sexually explicit, violent, contrary to public decency or in any other way questionable.
- You cannot load an avatar that condones terrorism, fascism, or displays child abuse.
- You cannot have an image of a minor unless their parents also appear in the image.
- You cannot have an image of any kind of a political personality.
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Other account issues
Other issues you may encounter for your account are detailed here.
I received an email about suspicious activity on my account. What does this mean and what are the next steps to take?
This is a notification to alert you have suspicious activity on your account. If this was you, feel free to ignore this! If it was not you, you will want to secure your account by changing your password and possibly setting up two step verification. More information on this can be found here.
Why has my Ubisoft Club avatar been banned?
If your avatar has been found to be in breach of our terms of use, it will be removed.
In relation to the Services, you may not:
a. create, use, share and/or publish by any means (forum, public profile or other) any material (text, words, images, sounds, videos, etc.) or Content which, in UBISOFT’s sole opinion, is unlawful, aggressive, threatening, malicious, defamatory, untruthful, pornographic, paedophilic, obscene, vulgar, racist, xenophobic, liable to incite hatred, sexually explicit, insulting, violent, contrary to morality or in any other way unacceptable;
If you upload an avatar that:
you will no longer be allowed to upload personalized avatars. Please note that you can only show the image of a minor if their parents also appear in the image and it respects the other conditions detailed in the user conditions.
- Condones terrorism
- Condones fascism
- Displays child abuse
- is in any way religious, political, or otherwise prone to creating controversy or division,
How do I delete my Ubisoft account?
For information on deleting your Ubisoft account, please refer to this FAQ.
If you still need further assistance, please click here for information on creating a forum post!
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Basics of Uplay
Here are some basic frequently asked questions about Uplay!
How can I install or reinstall Uplay? How can I uninstall?
You can download Uplay here. Please run the installer as an administrator. You can uninstall by using the uninstaller. This is in C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher by default. More information on installation can be found here.
Can I verify a game in Uplay?
Yes! We recommend verifying files as a first step to any issue you are experiencing on PC. To do so:
From here, Uplay will download any missing or corrupt files. More information here.
- In Uplay, click on Games tab at the top of the window
- On the next screen, hover over the game tile. This will make a little arrow appear at the bottom right of the tile
- Click on this arrow to make a drop-down menu appear, then click on Verify files
How can I make a backup of my Uplay save files?
You can make a backup of any Uplay save files on your PC. In a default installation, the following steps will let you manually back up your saves:
More information on backups can be found here.
- Locate the Uplay PC icon on your Desktop
- Right-click on the icon and choose Open file location
- This will open the Uplay PC installation directory. Locate the savegames folder
- Right-click on the folder and select Copy
- You can now right click anywhere e.g. on your Desktop and choose Paste to create a manual backup
How can I uninstall a game from Uplay?
In Uplay PC, simply navigate to your games library, find the tile of the game you want to uninstall, right-click on it and choose Uninstall.
Can I disable cloud sync on Uplay?
You can! To do this, open the menu and click "settings". In the General tab, untick the box next to Enable cloud save synchronization for supported games. You can find more information on this at this FAQ.
Is it possible to run Uplay in offline mode?
As long as you have logged in successfully once, you can run Uplay in offline mode. To force the client to start directly in offline mode, you can tick the Always start Uplay in offline mode box in the client Settings, or via the main menu by selecting Go offline. More information can be found on this FAQ.
Can I import my Steam friends to Uplay?
If you have linked your Uplay account to your Steam account you will see an “Import Steam Friends” button in your Friends List
How can I link Uplay to Steam? What about Facebook/Xbox/PSN?
To link your Uplay account to Steam, launch a Uplay enabled game through Steam. To link all other platforms, please go to account management. More information on linking can be found here.
Can I take screenshots with Uplay?
By default, the key to take screenshots with Uplay is F12. However, you can change the key. To do that, simply open the main menu and select Settings. Click on the tab "Other". Here you can change settings relevant to taking screenshots through Uplay.
If you still need further assistance, please click here for information on creating a forum post!
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I'm experiencing crashes with Uplay!
If you are experiencing crashes with Uplay, please try the following troubleshooting:
1. Run Uplay with administrator rights
To do this:
For more information on running programs as administrator, click here.
- Right-click the desktop icon of the application (or the executable file in the INSTALLATION DIRECTORY) and select Properties.
- Select the Compatibility tab.
- Click Change settings for all users.
- Under Privilege Level, check Run this program as administrator.
- Click Apply.
2. Disable background applications
A software conflict may be causing this issue. More information on disabling background applications can be found in this FAQ.
3. Check for Windows Updates.
If your operating system is out of date, it may cause issues. Please check this official Microsoft article for further details.
4. Uninstall and reinstall Uplay
It is strongly suggested you back up your save files before attempting this step.The uninstaller by default is found in C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher. You can reinstall Uplay by going here. Details on this step can be found on this FAQ.
6. Clear your temporary files.
Note: If you are using Windows 7, you will need to press Ctrl + A together to highlight the files. Once the files are highlighted, you will need to press the Delete key.
- Go to the Start menu on your Desktop.
- Press the Windows key and the letter R at the same time.
- Type in %TEMP% and press Enter.
- Select All (Edit > Select All or Ctrl+A).
- Click the Delete key.
If you are still experiencing crashes, please create a support ticket with your MSINFO and DXDIAG files. If you create a forum post, please include this ticket number.
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I'm experiencing connection issues!
If you are experiencing connection issues with Uplay, please complete the following steps. If you are getting an "A Ubisoft Service is Currently Unavailable" error, please start with this post.
1. Check that Uplay is not in offline mode
The client will start in offline mode if you do not have an active internet connection. If you have an active internet connection, you can check if the "Always start Uplay in offline mode" box in the client Settings is checked, or if the main menu settings say "go online"
2. Make sure Windows is not using any proxy settings
To do this:
This will bring up your Windows Internet Options window where you can manage your OS Internet options.
- Click on the menu icon in the top left corner.
- Select Settings.
- Click on the Network Tab.
- Make sure Always Start Uplay in Offline Mode is unchecked
- Select the Change Proxy Settings option.
3. Disable background applications
A software conflict may be causing this issue. You may want to temporarily disable any anti-virus, anti-malware or firewalls applications to determine if this is causing this issue. You may also want to disable any VPN programs. More information on disabling background applications can be found in this FAQ.
4. Port forwarding
If you cannot shut down your firewall, you will want to forward the following ports:
Uplay Launcher
TCP: 80, 443, 13000, 13005, 13200, 14000, 14001, 14008
More information on port forwarding can be found here.
5. Flushing DNS and resetting host files.
If you are still experiencing issues after port forwarding, you will want to flush DNS and reset your host files.
Additionally if you are having troubles with downloading content on Uplay:
You may want to check if you have enough free space on your hard disk, or throttle download bandwidth by completing these steps
1. Click the menu icon in the upper left hand corner
2. Select Settings
3. Click on the Downloads tab
4. Under the Bandwidth Usage Limit move the slide bar to 2MB/s or lower.
5. Try downloading the game again.
If you are still experiencing issues with connection on Uplay, please create a support ticket with your MSINFO, DXDIAG files and a screenshot of your forwarded ports. Please do not post forwarded ports on the forums for security reasons. If you create a forum post, please include your ticket number.
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I am getting an error message in Uplay.
If you are getting an error message in Uplay, you can find information on error messages here. If you are experiencing an error while launching a game, please click here.
17008, 17012, 17013, 17014
Run Uplay with Administrator rights. If this does not help, please try reinstalling Uplay.
17011
Check to see if you have enough disk space to download the game. If you do, please try running Uplay with administrator rights.
17002, 17009
Check to see if your account is linked to the relevant account you are trying to run (Epic, Steam). More details on linking can be found here. You may also want to check that you are logged into the correct account that you purchased the game on. Lastly, if you participated in a free weekend/demo, please make sure the event is still ongoing and that you still have access.
17006, 17017
Please click here for connectivity troubleshooting.
17005, 17016
Please create a support ticket with your MSINFO, DXDIAG and your Uplay PC logs.
"Uplay is unable to start your download"
First, launch Uplay with administrator rights. We also recommend making sure you have enough room on your disk to complete the download. You may also want to reinstall Uplay, to ensure that you have the latest version of Uplay. Lastly, you may want to try connection troubleshooting.
"If this is your first time using Uplay on this computer you need to login at least once before using offline mode"
First, open Uplay PC and click on Settings at the bottom. Check if Always start Uplay in offline mode is ticked. If it is, please untick the box. You should now be able to log in.
"A Ubisoft Service is Currently Unavailable"
Please follow these steps in this post for this issue.
If you still need further assistance, please click here for information on creating a forum post!
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I am receiving an error when I launch a game.
If you are receiving an error while launching a game, please follow the steps for your error code. If you are getting an error in Uplay itself, please click here.
"There was a problem authenticating the ownership of this product."
This error is usually caused by logging into the wrong account on Uplay while launching through Steam. If you are unsure of the account the game is located on, please contact us with your ownership files, located at C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\cache\ownership and your Steam proof of purchase.
Steam asking for a Uplay key
There are usually three reasons Steam is asking for a Uplay key.
1. You haven't activated your game on Uplay.
2. You are logged into a different Ubisoft account than the one it is activated on.
3. You are using an outdated version of Uplay.
To activate a game, please follow this FAQ. To find the activation key, please follow this Steam FAQ. If you have already activated the game, please make sure you are logged into the correct account. If you are unsure what account you should be using, please contact us with your ownership files, located at C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\cache\ownership and your Steam proof of purchase. If your game does not need a Steam key, and if you are logged into the correct account, you may need to update Uplay. To ensure you have the latest version of Uplay, you may want to reinstall Uplay.
"Unable to start game" or "Unable to locate game"
If you receive this error, please follow these steps:
1. Restart Uplay.
2. Verify files (Uplay, Steam, Epic).
3. Update your game.
If you are still experiencing this issue, you may want to reinstall Uplay.
If you still need further assistance, please click here for information on creating a forum post!
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