1. #1

    Ubisoft challenge Neptune pack reward not unlocking

    I'm currently playing Starlink on free play days on Xbox. One of the weekly challenge rewards is a 48h free trial of the Neptune pack. I've completed the challenge and 'claimed' the prize, but when I go to ship/pilot loadout screen everything that should be unlocked is still locked.
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  2. #2
    UbiDork's Avatar Community Manager
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    Reclaimer1357: Hey there, Reclaimer1357! I'm sorry for the delay in getting in contact with you about this! Have you already tried these Xbox One Troubleshooting steps?
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  3. #3
    I'm having the same problem right now where I was supposed to get a trial for the Nullifier but it's still locked, so I thought I'd just post here instead of making a new thread. I'm hoping it's a delay till I get it, but I was also thinking do you not get it until the challenge time is over? It seems like a mistake you can redeem the reward, even restart the game, and still not have it. And I wasn't keeping track, but there's Electrum in the reward I think I got instantly.
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  4. #4
    UbiDork's Avatar Community Manager
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    Wuvwii: Thanks for posting about this! Did you also try those steps? Especially trying to clear your cache?
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  5. #5
    UbiDork: I've had the console power cycle multiple times if that's what clearing the cache means, and the weapon I was supposed to get a trial of still shows as locked. I noticed there was a separate claim option from the one in game when on the Ubisoft Club app in weekly challenges so I claimed there too and ran the game and it's still locked. I don't even know what to look for to know if I've received the weapon trial, so I keep just opening the weapons and am disappointed it's always still locked. Is there a notification or some label on the things you get a trial for? It's made it really discouraging to do any more challenges if receiving the main part of the reward is broken.
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  6. #6
    UbiDork's Avatar Community Manager
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    Wuvwii: Thanks for that, Wuvwii! With this issue, are you able to create a support ticket here?
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  7. #7
    I just went to that and submitted one, thanks. I really liked the idea of the challenges so I hope the answer isn't just getting the reward is broken for some people.
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  8. #8
    Ubi-Viral's Avatar Ubisoft Support Staff
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    Originally Posted by Wuvwii Go to original post
    I just went to that and submitted one, thanks. I really liked the idea of the challenges so I hope the answer isn't just getting the reward is broken for some people.
    Could you provide your case number please?
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  9. #9
    Originally Posted by Ubi-Viral Go to original post
    Could you provide your case number please?
    I didn't end up following up on the support ticket and just let it end because all they did was ask for proof of the challenge that already happened. My issue wasn't so much proving I got this one reward, I wanted some explanation to challenge rewards working so I could care about doing any newer ones. So without a way to show something from that one that didn't work, it didn't really leave me much to respond.
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  10. #10
    Ubi-Viral's Avatar Ubisoft Support Staff
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    Originally Posted by Wuvwii Go to original post
    I didn't end up following up on the support ticket and just let it end because all they did was ask for proof of the challenge that already happened. My issue wasn't so much proving I got this one reward, I wanted some explanation to challenge rewards working so I could care about doing any newer ones. So without a way to show something from that one that didn't work, it didn't really leave me much to respond.
    Sorry to hear this. We really do wish to help you get this sorted. What is your case number and I will take a look over it still.
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