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  1. #11
    ubi--unicorn's Avatar Ubisoft Support Staff
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    My game is missing from Uplay.

    If your game is missing from Uplay, please keep reading for more information on this issue

    I just purchased a game from the Ubisoft Store, but it's not in my library and I did not get a confirmation email.
    In cases like this, this is usually a sign your order has failed. When creating an order, an authorization hold is placed on the payment method for the total amount of the order. The authorization hold may show as a charge, or pending charge on your card statement.

    If the transaction fails or the order fails to process, the authorization hold is released immediately. However, depending on your financial institution, it may take up to 10 business days for the authorization hold (pending charge) to be removed from your statement.

    Please note that we do not have the ability to expedite the removal of the hold from your statement.
    If you were still charged for the order after 10 business days, or have any questions regarding your recent order attempt, please submit a ticket with the following information:
    • Your Ubisoft email address
    • When did you attempt to purchase the game(s)?
    • What game(s) did you try to purchase?
    • Please state that you did not get a confirmation email for the order on your ticket.

    The team will be able to check on the status of your order for you. If you have submitted a ticket, but have not gotten a response in over 5 business days, please include it on your forum post. We will check over your ticket for you!

    I was charged for the game, I got a confirmation email for the purchase, but I cannot locate the game in my Uplay library
    If your purchase was within the past 24 hours, it may still be processing. We recommend waiting up to 24 hours after your purchase for the game to be added to your library.
    If it has been more than 24 hours, please try reinstalling Uplay.
    If you have tried reinstalling Uplay and still cannot locate the game, please submit a ticket with the following information:
    • The email address you used to purchase the game under
    • A screenshot from your order confirmation email. Here is how to locate your proof of purchase.
    • The Ubisoft Store order number
    • A screenshot of this folder location: C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\cache\user_profile

    This information will help the team make sure the game is under the correct account, and verify ownership of the game. If you have not gotten a response over your ticket within 5 business days, please include the ticket number in your post. We can check on your ticket for you!

    I purchased a DLC/ Season Pass but I don't see it!
    This issue is usually caused by compatibility issues. If you've purchased the game through Uplay/Steam/Epic, we strongly recommend purchasing all DLC through the same launcher. Unless stated otherwise, the game and the content are not going to be compatible.

    I've had the game for a while, but it's not in my library!
    If you are experiencing this issue, please try the following troubleshooting steps:
    • Make sure you are logged into the Ubisoft account you originally played the game on. If you cannot find the correct account, please contact us with your ownership files, located at C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\cache\ownership.
    • Make sure your game is not hidden in Uplay PC. Simply scroll to the bottom of your Uplay PC games library and expand the Hidden section.
    • Empty your Uplay cache by following these steps.
    • Reinstall Uplay


    If you still need further assistance, please click here for information on creating a forum post!

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  2. #12
    ubi--unicorn's Avatar Ubisoft Support Staff
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    The Uplay overlay isn't working.

    If the Uplay overlay does not work, please try these troubleshooting steps:

    Disable all background applications
    This issue is usually caused by software interfering with the overlay. Before trying the steps outlined, please close all open programs and reboot your system:
    • Press the Windows and R keys simultaneously.
    • Type msconfig into the box and press Enter.
    • Choose Selective startup.
    • Uncheck Load startup items.
    • Reboot your system.
    If this has resolved your issue, it is likely that a background application was the cause. More information on disabling background applications can be found in this FAQ.

    If you use MSI Afterburner, please try the following
    • Make sure your version of RivaTuner Statistic Server is up to date.
    • In the RivaTuner Statistic Server settings, set Custom Direct3D Support to enabled for Uplay enabled games.


    If you still need further assistance, please click here for information on creating a forum post!

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  3. #13
    ubi--unicorn's Avatar Ubisoft Support Staff
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    How to activate a key or code in Uplay

    If you are looking to activate a key or code in Uplay, please follow these steps:
    1. Open the Uplay PC client and log in.
    2. Click on the activation icon toward the top right of the Uplay window.
    3. Enter your key in the Activation Code field.
    4. Click Activate. This will activate the game on your Ubisoft account.

    I'm getting an error that my key or code is not valid!
    The format of the key should be either a 16 or 19 digit key as below:
    XXX-XXXX-XXXX-XXXX-XXXX
    XXXX-XXXX-XXXX-XXXX
    It is also important that all of the characters are entered in upper case with the relevant dashes. If you are still experiencing this issue, please contact support with a clear picture of your proof of purchase.

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  4. #14
    ubi--unicorn's Avatar Ubisoft Support Staff
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    About digital pre-orders

    When will I get charged?
    All pre-orders are charged immediately when the order is placed.

    How will I receive my digital pre-order?
    Your game will appear in your Games list on the Uplay application prior to release. Please stay updated on the games forums/social media for important information on pre-loading and access!

    How can I find release date information?
    If you have not pre-ordered, release date information is available on the product page as soon as it is available. If you have already pre-ordered, release date information can be found on your confirmation email, as well as in your order history.

    How can I get a refund on my pre-order?
    Please create a support ticket.

    If you still need further assistance, please click here for information on creating a forum post!

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  5. #15
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Still need assistance?

    If you are still in need of assistance or your issue was not listed here, please feel free to create a forum post! To get the fastest and the best help for your issue, please include as much of the information requested below as possible in your post.

    Please note: If you need account support or support for your purchase, you will need to contact support. Information on contacting support can be found here.

    To start, please include a title that is descriptive of the issue you are experiencing. Ideally, the title should give other posters an idea of the issue before they click on the issue.
    • An example of a good title: Ubisoft Service is currently unavailable error
    • An example of a bad title: HELP ME PLEASE

    In your post, you should be as precise and descriptive as possible. We recommend the following template for the posts:

    1. A short description of the issue. Please include any error codes here.
    2. When the issue started to occur and what you were doing when it first started. Some things to consider would be if the issue started after a cut scene, after an update, during a specific part of the game.
    3. Are you able to recreate the issue? If so, please include recreation steps on how you encounter this issue.
    4. Have you tried any troubleshooting?
    5. Your computer’s specifications. If you are not sure of your specifications, you can run a DXDIAG report. After you have ran the DXDIAG report, please tell us the following: Operating System, processor, memory (RAM), and display card (graphics card) name.
      • Example: Windows 10 Home 64-bit (10.0, Build 16299). Intel ® Core i5-8350U CPU @1.70 GHx (8 CPUs). 8192MB RAM. NVidea GeForce GTX 970
    6. Any screenshots or video of the issue, if possible. Please upload these to a hosting site, such as Imgur or YouTube.
    7. If you’ve reached out to Ubisoft Support through our ticketing system, please include your support ticket reference number as well.


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  6. #16
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Contacting Ubisoft Support

    Information on contacting Ubisoft Support can be found below:

    Social media
    Please note that when reaching out to Ubisoft Support on social media about account issues, we strongly recommend private messaging.


    Ticketing system
    If you are creating a support ticket for an issue with Uplay, please include information about the troubleshooting you have tried, and your MSINFO/DXDIAG.

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