1. #1

    UBisoft supports response to a new account..

    So I am getting the "subscription expired" bug like many of us. Also like many of us I am growing tired of the response "under investigation" "check the forums".
    Many have created a new account and immediately been able to get uplay+ working, its a clear bug with our accounts (well the database they use for the website and client account back end vs the one they and the games use not communicating/breaking).

    I asked if I create a new account can my 9 years of rewards, points and games be transferred over. A not unreasonable request.
    Well apparently they can not and the adviser said my account is not broken. When I pushed for why such a request is impossible he ended the chat.

    So there you have it folks, our accounts are not broken, we do not actually own our points and games (if we did then transferring them would be fine), a new account is not a supported workaround and the ever helpful solution is to "watch the forum"
    Full translog bellow.

    PetarP (07/09/2019, 16:44:08): Hello, thanks for contacting Ubisoft Live Chat Support. My name is PetarP and I’ll be assisting you today. Please allow me a few moments to look into your case.
    Me (07/09/2019, 16:44:14): ok
    PetarP (07/09/2019, 16:45:43): Hello TheDaveStream
    Me (07/09/2019, 16:46:25): Hi, so its a pretty simple question. can the points,games and rewards be moved from my broken account to a new working account?
    PetarP (07/09/2019, 16:46:32): I understand
    PetarP (07/09/2019, 16:46:56): It is not possible to transfer Club points, rewards on another account
    PetarP (07/09/2019, 16:47:12): As for games if depends, because you lose everything from it
    Me (07/09/2019, 16:48:10): my point balance at mo is 800+ is it really not possible to move them to a new account? (after ll it was not me that broke my account!)
    PetarP (07/09/2019, 16:48:23): Your account is not broken
    PetarP (07/09/2019, 16:48:32): We are currently investigating the issue
    PetarP (07/09/2019, 16:48:35): with your Uplay+
    PetarP (07/09/2019, 16:48:54): It is not the account in particular
    Me (07/09/2019, 16:49:16): given that as far as my client and website is concerned I have uplay+ but as far as games are concerned I do not I would say it is clearly broken
    Me (07/09/2019, 16:49:48): People have been able to fix this issue with a new account its only long time loyal customers like I that have the problem.
    PetarP (07/09/2019, 16:50:12): I understand
    PetarP (07/09/2019, 16:50:21): Thank you for your feedback.
    Me (07/09/2019, 16:50:25): and tbh we are into day 5 and still the only thing we are told is "under investigation" a response that grows a tad tiring to hear (nbot your fault)
    PetarP (07/09/2019, 16:50:55): I would advise you to post it in our official forums as there you have a better chance of our community managers and dev team to see it
    Me (07/09/2019, 16:51:26): I have been, thats how I know new accounts are fine but old one seem to be broken
    PetarP (07/09/2019, 16:51:34): Where did you saw that confirmed
    PetarP (07/09/2019, 16:51:38): Could you provide me with a link?
    Me (07/09/2019, 16:51:59): Let me ask you this, despite the evidence that my account has uplay+ active can you see it your end
    Me (07/09/2019, 16:52:12): one sec
    Me (07/09/2019, 16:53:06): https://forums.ubisoft.com/showthrea...1#post14499216
    Me (07/09/2019, 16:53:26): that is one of many posts where people have created a new account and the sub has worked for them
    Me (07/09/2019, 16:54:11): https://forums.ubisoft.com/showthrea...1#post14496639
    Me (07/09/2019, 16:54:13): another
    PetarP (07/09/2019, 16:54:32): This is not a confirmed workaround from us, so please be patient until the issue is fixed
    PetarP (07/09/2019, 16:54:53): I can not see that you are subscribed
    Me (07/09/2019, 16:55:24): can you see all the evidence on this case and the other that I am subbed as far as the website and client says?
    Me (07/09/2019, 16:55:58): the screen shots and invoice I have uploaded for example
    PetarP (07/09/2019, 16:56:20): I can see different resolution from the player
    PetarP (07/09/2019, 16:56:30): Still i can not confirm anything yet
    PetarP (07/09/2019, 16:56:40): Once we receive an update it will be posted in the forums
    Me (07/09/2019, 16:57:26): my point is I can prove that on my end I have an active sub, I just can not use it/renew it etc. on your end and on what ever the games use it does not show. This is how my account is broken
    Me (07/09/2019, 16:58:42): thats not said in anger, not having a go or anything like that, its just how it is appearing to me. A new account seems to be the only viable solution at this point and a proper fix seems to not be possible (or even being worked on)
    PetarP (07/09/2019, 16:59:16): If you would like you can go ahead and create a new account while we are investigating
    PetarP (07/09/2019, 16:59:28): However it is not possible to trasnfer your data to your new account
    PetarP (07/09/2019, 16:59:37): Is there anything else I can do in the meantime?
    Me (07/09/2019, 17:00:37): so I would lose 9 years of games/rewards/points...that kind of changes it from viable to not viable. Can I ask why I can not transfer the items to a new account? seems a resonable request
    PetarP (07/09/2019, 17:00:38): It is not possible to provide you with that information.
    PetarP (07/09/2019, 17:00:51): I believe I explained the situation multiple times.
    PetarP (07/09/2019, 17:01:03): I will have to end our chat now. Hope you have a great weekend
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  2. #2
    HartgeH32's Avatar Member
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    Thank You Ubisoft

    Perfect Job, Perfect Service, Awesome Uplay+

    Enjoy.
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  3. #3
    I like how he said "It is not possible to provide you with this information". Love how they act like its state secret, absolutely disgusting. And im sitting here with my money on hold while they are investigating. Took them 3 fecking days to realise what 404 is.
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  4. #4
    Thing is I can not even say "I wont use the service" or refuse to buy ubisoft. It would be a bit of a hollow threat and they know it.
    I purchased assasins creed unity day 1 and still stayed with them lol.

    The fact is that I would pay the full months fee today if it meant the service will work. Yet the tone you get comes across as *it's a free service so you can just sit and wait, we have no obligations.*

    Now had they said from the start we were to be beta/alpha testers to the service it would be different.
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  5. #5
    I started a new topic, but let me add what I said there: I see no order history when logging in in a browser, but I do from the Uplay client. Like you said, the account seems broken.
    And yes, I have a very old one.
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  6. #6
    Originally Posted by DalamarNL Go to original post
    I started a new topic, but let me add what I said there: I see no order history when logging in in a browser, but I do from the Uplay client. Like you said, the account seems broken.
    And yes, I have a very old one.
    On mine I see the order history on the website as well. I even get taken to the manage membership page on the website when I click renew on any game. That page shows my sub is active....
    Yet customer services see nothing.

    I actually thing the "subscription expired" error is the result of multiple different issues all relating to their backend database.

    I wish that the first month had been £1 like gamepass etc, that would of deterred the flood of people who have no intention of using the service next month (no offense to those people but I believe that overwhelmed the servers)

    I wish they had staggered the release of uplay by timezone (for the same reason).

    I wish they had tested it first.....
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  7. #7
    this is a fking joke.

    PetarP (07/09/2019, 17:00:38): It is not possible to provide you with that information.
    PetarP (07/09/2019, 17:00:51): I believe I explained the situation multiple times.
    PetarP (07/09/2019, 17:01:03): I will have to end our chat now. Hope you have a great weekend
    gonna be a good weekend lol.

    didn't explain anything.

    PetarP (07/09/2019, 16:56:30): Still i can not confirm anything yet
    they seem so helpful,
    basicly "post on the forums because I cant do anything".

    PetarP (07/09/2019, 16:50:55): I would advise you to post it in our official forums as there you have a better chance of our community managers and dev team to see it
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  8. #8
    Originally Posted by pickie2quickie Go to original post
    this is a fking joke.



    gonna be a good weekend lol.

    didn't explain anything.



    they seem so helpful,
    basicly "post on the forums because I cant do anything".
    On the plus side I have followed his advice and posted it

    My weekend was actually Thursday and Friday. At work Saturday and Sunday as usual. I was a little peeved I couldnt use the service on my days off but had it in the back of my head that ubisoft would make sure it was fixed for the traditional weekend..... "I hope you have a great weekend" I believe is just a standard departing line but I think for many it's going to be an incredably frustrating one.
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  9. #9
    blyyyy's Avatar Junior Member
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    all of you guys obv think the people at ubisoft are some kind of magicians, magically fixing things in no time. they seem to have serious issues with the service. i understand people wanting to play but blaming them is not going to make this go away any faster. i am preety sure many people have spent many hours working on this. also a fact people seem to forget: they are people working there who want to go home from time to time. i am sure if you had a problem at work you would still want to go home after 12 hours.
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  10. #10
    ok blyyyy if you want to give me your account details and I will put some of your money on "hold" and make a ridiculously under informative thread on the forum and just post the same copy paste links to it when ever you ask what's going on.

    your intelligence is under investigation bro.
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