Hi i purchased 100 acorns 20/5 But i didnt get any.
I contacted support chat and he sad to me.
Ubi-LaFostein (2020-05-20 15:07:59): I would advise you that due to the high volume of orders during this period, we are experiencing
a slight delay with adding the purchase to the account.
Ubi-LaFostein (2020-05-20 15:08:08): Please be advised that your purchase will be available in your account within the next 24 hours.
But i didnt get any acorns so i contacted them again and they want picture of my buy as proof.
I send 2 pics as proof and get a new mail.
Welcome back to Ubisoft Support and thank you for the images.
Your proof of purchase is now sent to the responsible team, so that they may investigate the situation for you .
We will get back in touch with you via this ticket once an update is available.
Meanwhile, please do not update your ticket as that way you will remove it from the escalation queue.
So now i sit here and waiting nothing had happend no email nothing. And if i contact them again they
do not update your ticket as that way you will remove it from the escalation queue.
What the heck should i do now 2020-05-28..I want my 100 Acorn i love the game.
But i wont wait forever if you cant give my Acorn give me the Money Back.
Best Regards silvercrille
Hey I purchased 20th but as i say they dont show up in game i have zero Acorns. So if you can see them in my account why cant i see them in the game??????
I did not get any Acorns 25th i have started the game every day just for checking and little play 0 ACORNS
Why should i buy 100 more Acorns for. are you serius. I still want my first 100 Acorns go in to my account again and see it says 0 in the game if you can see that. And if you can see i didnt by
anything in the game.because i didnt have any acorn at all i have 0 acorn before the buy. Fix this now..
At this time we ask that you await a reply on your support ticket as it is being looked into there. You have already provided the needed proof of purchase so at the moment it is just a case of waiting to hear back from the Trials team.Originally Posted by silvercrille Go to original post
Hi sorry i did a reply on my support ticket about 8 ours before you wrote this.. Today i got a answer.
Please do not reply directly to this email.
We will assume your issue has been resolved if we do not hear from you within four days.
Still 0 Acorns in the game should i still wait more an 4 days now..I dont want the case to be closed.before it is solved. Best regards silvercrille
Hey there.Originally Posted by silvercrille Go to original post
The last update from ourselves stated that the acorns had been added. If this still isn't the case please update the case to reflect that and your case will remain open until you receive a resppnse.
Thanks for answer.
Hi i uppdated the case and took 2 pics more now on the game running it is 0 Acorns.You wrote I am sorry to hear, that you feel the Acorns were not added. I have checked our system again and can confirm, that the acorns have been added indeed.. Well I DIDNT GOT ANY ACORNS. what is going on here how can you say i got it when the game say 0 Zero acorns. And what answer is that i feel i didnt get any acorns. What do yoy mean by that i feel.. I didnt get any acorns thats it. I waitet now from 20st may. fix it. You say you can confirm that i get the Acorrn how can you do that ?? Is this some automated mail or something.. I see there more people that didnt get any Acorns so you have problem here. So get on it and fix it for us this isnt a joke just fix it.
Thanks for updating your case and providing those images. We'll get back to you on your support case ASAP.Originally Posted by silvercrille Go to original post
I do apologise for any inconvenience caused as a result of this. I can assure you that we wouldn't have confirmed that the issue looked to be resolved if we weren't confident this was the case but not to worry we'll get to the bottom of what's happening here and get this sorted out for you.
What do you really want from me i got a new email from you read below. You want new pics of proof you already have them there isnt better proof to get.. i sent a pic anyway of the corner in the game 0 ACORN 10-6-2020
I Start the game every day and check for the acorns but it is 0 Acorns..Can you look into my purchase in the game i didnt buy anything in the game for along time. Can you see that. More proof
You did give me a promise to get to bottom of this and sorted this out...but did you. If i dont answer in four days its resolved are you serius...
Its like that i smacked my head in the wall here. Please fix it now.. silvercrille
We will assume your issue has been resolved if we do not hear from you within four days.
Ubi-Magor @ Ubisoft Support
Tue, 9 Jun 2020 13:43 UTC+1
Hello silvercrille,
Thank you for getting back to us. I'm sorry to hear you still haven't received the acorns.
First of all, I would like to apologise for the delay in our response.
I will forward your case to the Game Team again to double check what is going on, but in order to be able to do that, could you please send us 2 screenshots?
- The order from the Microsoft website's order history with the date visible: https://account.microsoft.com/billing/orders
- Your Xbox Gamertag from this web page: https://account.xbox.com/Profile
For both of these images you need to click on your profile at the top-right corner, so your email address is visible.
Please capture the new images on a PC or Laptop, instead of on a phone. We can also only accept full screen, uncropped images.
Once we have these two pictures, we can forward your case again to the Game Team.
If there is anything else we can help you with, please let us know.
Best regards:
Ubi-Magor
Ubisoft Customer Support
Ubisoft has a bug in the game. If you look at the reviews for the acorn purchases on the Xbox store, EVERY single review says they didn't get their acorns. I bought 2 packs on May 28th and my support experience has been similar to yours, silvercrille. I bought 2 packs because I thought maybe the first didn't go through, but neither pack has come through. Here's my entire support experience.... and today they closed my ticket because I hadn't written back (still no acorns):
Hello GrrrShambler,
Recently you requested personal assistance from Ubisoft Support. As we have not heard from you in the 4 days since we sent you a response, we assume your issue has been resolved and have closed your ticket.
Below you will find the full transcript of your ticket.
If this issue has NOT been resolved to your satisfaction, you may reopen it at any time by clicking on the link below.
If you wish to update your ticket or reply to this message, please CLICK HERE. Please do not reply directly to this email.
Kind regards,
Ubisoft Support
COMMUNICATION HISTORY
Ian W @Ubisoft Support wrote: Jun 06, 2020 at 04:48 PM EDT
Hello GrrrShambler,
Thank you for reporting this issue. I sincerely apologize for any inconvenience this may have caused you.
This issue has been forwarded up to the development team for further review.
If any additional information becomes available, it will be posted to the game's official forum at http://forums.ubi.com and our Support Website (http://support.ubi.com).
You wrote: Jun 06, 2020 at 03:11 PM EDT
Hi Jessica. I did the full uninstall and reinstall last night (for the third time) and it made no difference. Can you guys either give me some code to redeem the acorns or a refund. I’m so frustrated and disappointed by the issue and the repeated recommendations to do the same thing.
I am fairly certain Ubisoft has a bug that is preventing the acorns from showing up. NOBODY who has reviewed the item on the Microsoft store has received their purchase—not just me. You guys have a broader acorn problem that my reinstalls will not fix.
Jessica H @Ubisoft Support wrote: Jun 06, 2020 at 01:18 PM EDT
Hey GrrrShambler,
Thank you for the provided photos!
At this time, please try a full uninstall and reinstall of the game.
Please do let us know should the issue persist.
Best,
Jess
Ubisoft Support
You wrote: Jun 06, 2020 at 12:02 PM EDT
I bought the game on the Xbox store, but attached pictures of the game screen (with still only the original acorns) and the Xbox store purchase from the Xbox view.
Nikita F @Ubisoft Support wrote: Jun 06, 2020 at 01:35 AM EDT
Hello GrrrShambler,
Thank you for updating us on that.
Can you please send us an image of the acorn count in-game for us to look over?
Also, if you have a physical copy of the game, can you please send us an image of the disk to look over as well?
Warm regards,
Nikita
Ubisoft Support
You wrote: Jun 06, 2020 at 12:29 AM EDT
I followed all of the steps to shut down, unplug, and restart the Xbox. Still no acorn packs. I uninstalled and reinstalled the game. Still no acorn packs.
Jansen C @Ubisoft Support wrote: Jun 05, 2020 at 12:45 AM EDT
Hello GrrrShambler!
Sorry to hear you've been having issues! Based on what I'm seeing here, it looks like the content was successfully added to your game. If you're still not seeing it appear for you, please try the following to see if that helps get it to appear properly for you!
Your best option is to start by clearing your Xbox One cached data then perform a reinstall of the game.
First, you will need to clear your Xbox One hard drive cache. To clear the cache on your Xbox One, you will need to power cycle the system. Power cycling will reset the network card and clear the cache.
1. On the console, press and hold the Xbox button for about 5 seconds until the light behind it turns off. This will power off the console.
2. After the console has shut down, unplug the power cord and wait 2 full minutes.
3. Plug the console back in and turn it on using the Xbox button.
4. Launch the game, and see if the issue has been resolved.
Next, let's uninstall the game by doing the following:
5. On the Xbox One Dashboard, go to My Games & Apps.
6. Highlight the game, and press the Options button on your controller.
7. Select Uninstall Game + Add-ons.
Note: All DLC items can be re-downloaded.
If the issue persists, please upload an image showing your current acorn amount appearing in game, and we'll be able to investigate further from there!
Full instructions on taking a screenshot on the Xbox One and sharing it out is available at the following link:
http://support.xbox.com/en-US/xbox-o...re-screenshots
If you have a Twitter account, and would like to share the image from there, please copy and paste the link to that image in this support ticket.
If, instead, you have shared the image to your Activity Feed, please follow these steps:
Visit your Activity Feed at https://account.xbox.com/en-US/social Right click on the image in your Activity Feed that you wish to share, and copy the image address.
Then, paste the link to the image in your current ticket.
Thank you for your assistance!
Kind regards,
Jansen C.
Ubisoft Support
You wrote: Jun 04, 2020 at 10:11 PM EDT
I continue to only see 5 acorns on my Xbox.
Tyler B @Ubisoft Support wrote: Jun 01, 2020 at 06:04 PM EDT
Hello GrrrShambler,
My name is Tyler, and I hope you're doing well. I do apologize for the delay, however, at this time the content should now be accessible on the discussed Uplay account.
That being said, should you need any further assistance please do not hesitate to let us know by updating your case with any further concerns and/or images of any prompted error messages.
Please do the following steps to update your ticket with us:
1. Click on https://support.ubi.com/en-US/Cases
2. Enter your Ubisoft Account credentials, and click Login.
3. Click on <ticket#> to find your incident.
4. You may type a response in the "Would you like to add more details?" section.
5. Click "ADD COMMENT" to send the response.
6. Click "Attach documents" and find the requested images / files and click Open.
7. For attaching multiple files, click "+Add Files"
8. Click "SUBMIT ATTACHMENTS" to complete the incident.
Once received, we will examine your information and get back to you as soon as we can. Thank you for your patience, and time.
Regards,
Tyler B.
Ubisoft Customer Support
You wrote: Jun 01, 2020 at 04:12 PM EDT
Screenshot attached. If you check the reviews on the XBOX store, every single review says the same thing and gives it the lowest rating possible:
https://www.microsoft.com/en-us/p/tr...vot:reviewstab
James M @Ubisoft Support wrote: Jun 01, 2020 at 01:54 PM EDT
Hello GrrrShambler,
Thank you for your continued cooperation. For us to proceed please take an uncropped and unedited screen shot of your receipt. This meaning displaying the entire screen including Windows Task bar. Here's how to take a screenshot and attach it to your case:
1. Press the Print Screen button on your keyboard.
2. Press the Windows Key + R.
3. In the Run window type mspaint and click OK.
4. In Paint, click the blank canvas, and paste your screenshot by pressing Ctrl + V.
5. Save your screenshot as a .jpg image.
6. Login to https://support.ubi.com/en-US/Cases
7. Open your support case and attach your screenshot.
Kind regards,
Ubisoft Support
Live Chat Jun 01, 2020 at 12:48 PM EDT
James M: Thank you for contacting Ubisoft Live Support. Please give me a moment to review your case. In the meantime, feel free to add any additional information that may pertain to your issue, and I will be with you shortly.
James M: Hello
GrrrShambler: Hi
GrrrShambler: I bought some acorns in Trials Rising last week when I had friends over. It didn't work.
GrrrShambler: ...It still just shows 5 acorns. They said give it 24 hours when I first contacted support.... but they never came.
GrrrShambler: I reached out yesterday and they said try downloading everything over again.
GrrrShambler: Pretty much out of ideas... just hoping you can figure out how to get the acorns on my account
James M: Sorry to hear that ha happened. One moment while I look into this further.
GrrrShambler: I'm still here.... says it will disconnect if I don't respond in 30s
James M: Gotcha, thanks for your patience.
GrrrShambler: Seems like a really common problem: https://www.microsoft.com/en-us/p/tr...vot:reviewstab
GrrrShambler: Wish I had read the reviews first.
James M: Thanks for waiting. At this point I am going to see what we can do from our end. As soon as we have an update we will follow up via email.
GrrrShambler: I don't mind waiting on here.
James M: This may take some time so we will need to conclude the chat. Keep an eye out for update. Have a nice day.
You wrote: Jun 01, 2020 at 12:31 PM EDT
Can you please help refund my acorns or get them to show up on my xbox?
You wrote: Jun 01, 2020 at 12:15 PM EDT
I still don't have acorns I bought last week. I can't tell what I should redownload to make the acorns appear within the game. The game works fine, the levels work fine, but the acorns aren't there. I definitely regret my purchase, at this point.
Felicia W @Ubisoft Support wrote: May 31, 2020 at 04:59 PM EDT
Hi GrrrShambler,
Thank you for contacting Ubisoft Support today, my name is Felicia and I’ll be helping you.
Your best option is to start by resetting the console display and audio settings. If that does not work, try lowering your display output resolution.
If you continue to experience issues, try clearing your Xbox One cached data then perform a reinstall of the game.
First, you will need to clear your Xbox One hard drive cache. To clear the cache on your Xbox One, you will need to power cycle the system. Power cycling will reset the network card and clear the cache.
1. On the console, press and hold the Xbox button for about 5 seconds until the light behind it turns off. This will power off the console.
2. After the console has shut down, unplug the power cord and wait 2 full minutes.
3. Plug the console back in and turn it on using the Xbox button.
4. Launch the game, and see if the issue has been resolved.
Next, let's uninstall the game by doing the following:
5. On the Xbox One Dashboard, go to My Games & Apps.
6. Highlight the game, and press the Options button on your controller.
7. Select Uninstall Game + Add-ons.
Note: All DLC items can be re-downloaded.
If the issue persists, test your game disc on a second console.
In some cases, you could have a bad game disc. Please try testing your game on a second console to determine if you have the same results.
If you have the same issue on a second console, please try exchanging your game disc at the retailer for a new copy.
Kind regards,
Felicia
Ubisoft Support
You wrote: May 31, 2020 at 03:30 PM EDT
The acorn still have not shown up.
Live Chat May 28, 2020 at 05:37 PM EDT
Bethany P: Thank you for contacting Ubisoft Live Support. Please give me a moment to review your case. In the meantime, feel free to add any additional information that may pertain to your issue, and I will be with you shortly.
Bethany P: Hey there GrrrShambler thanks for waiting, please give me just one moment to take a closer look at your images.
GrrrShambler: Let me know if you need any other details or screenshots.
Bethany P: Thanks a ton for your patience there, sometimes purchases may be delayed due to problems with payment provider services so I would recommend to allow 24 hours for your acorns to appear.
GrrrShambler: bummer
Bethany P: Sorry for that wait, but if you are seeing those missing even after that wait definitely do not hesitate to reach back out to us and we would be more than happy to investigate. Is there anything else I could help out with while I have you?
GrrrShambler: no, just disappointing that you'd have to wait a full day. Sure there isn't a way you can just generate a code or something to make it more immediate?
GrrrShambler: ...or a refund? I bought it cause some friends were over. they'll be gone tomorrow.
Bethany P: I am incredibly sorry for any inconvenience caused by that wait but I would recommend to wait out those 24 hours. If you would prefer to pursue a refund you would want to reach out to XBOX Support for a bit more assistance with your purchase.
GrrrShambler: ok, thanks
Bethany P: Thank you for your time reaching out today, is there anything else I could help out with while I have you?
You wrote: May 28, 2020 at 05:36 PM EDT
I bought two acorn packs for Trials Rising on Xbox One, but the acorns never came through. I'm not sure why, but maybe it's cause my paypal address is <email1>, but the main xbox account email address is <email2>. In any case, what can I do to recover my purchase or refund it?