🛈 Announcement
Greetings! Ubisoft Connect forums are now archived and accessible in read-only mode, please go to the new platform to discuss the game
  1. #1

    Older Games' DLC are useless if bought on Ubisoft Store

    I recently bought the DLC for Ghost Recon Future Soldier, the thing is: you need to activate it with the proper key in-game even though it is already downloaded on your PC files DLC folder. I contacted support because the DLC was listed on my owned DLC but I couldn't see the key anywhere. Support told me that the store template didn't provide a key, which means that the DLC is going to be downloaded but you'll never be able to access it. The only solution was a refund.

    Various older Ubisoft titles follow this system (in-game key activation apart from the download). DLC for Assassin's Creed Revelations follows the same mechanic. If you don't buy the DLC with the key elsewhere, the DLC key is nowhere to be found.

    I think that the DLC key exists somewhere but UPLAY is just not able to show it... for example, the key that I bought for Assassins Creed DLC is not shown anywhere. Uplay has a "show key" option, but it only shows the base game key. Ubisoft, you should consider adding an option like right clicking on each item of "Owned DLC" and a "show key". If you don't do that all your DLC for older games on your store that require in-game activation are useless and people will have to buy those game in stores that show the keys for them.
    Share this post

  2. #2
    Ubi-Borealis's Avatar Ubisoft Support Staff
    Join Date
    Jun 2020
    Posts
    2,470
    Originally Posted by Bisonfan95 Go to original post
    I recently bought the DLC for Ghost Recon Future Soldier, the thing is: you need to activate it with the proper key in-game even though it is already downloaded on your PC files DLC folder. I contacted support because the DLC was listed on my owned DLC but I couldn't see the key anywhere. Support told me that the store template didn't provide a key, which means that the DLC is going to be downloaded but you'll never be able to access it. The only solution was a refund.

    Various older Ubisoft titles follow this system (in-game key activation apart from the download). DLC for Assassin's Creed Revelations follows the same mechanic. If you don't buy the DLC with the key elsewhere, the DLC key is nowhere to be found.

    I think that the DLC key exists somewhere but UPLAY is just not able to show it... for example, the key that I bought for Assassins Creed DLC is not shown anywhere. Uplay has a "show key" option, but it only shows the base game key. Ubisoft, you should consider adding an option like right clicking on each item of "Owned DLC" and a "show key". If you don't do that all your DLC for older games on your store that require in-game activation are useless and people will have to buy those game in stores that show the keys for them.
    Hello there Bisonfan95! I'm sorry about the delayed response.

    Could you clarify some parts of the issue you're facing a bit more for me? From what I understand, you've bought DLC for Ghost Recon Future Soldier, but when launching the game you are asked for a game key for the DLC you've just purchased. Is this correct?

    Could you let me know where you purchased the DLC from? Could you also try the step on this troubleshooting article for me? In particular, I recommend verifying your game files if you have not already.

    Could you let me know if the issue persists?
    Share this post

  3. #3
    I'm going to post a youtube about this later, but I'll post it here for everybody to see. Most of Ubisoft Support Staff is not trained well at all to tackle all the situations that can happen. They don't know the Uplay platform well, they haven't played lots of the games they are supposed to help you with and they don't even know how older titles even work regarding DLC. In summary, they don't know how to help you beyond answering like robots memorized policies.

    The issue was very simple. I needed the key of the DLC to activate it in-game. Older Ubisoft games NEED to be given the key even if the content is already downloaded and registered on your Uplay account. When I contacted support I asked where could I find my key. They replied with "Ubisoft titles don't require a key anymore since they are delivered through the Uplay system". I tried to convince them otherwise because I KNOW this game and other games that work like this. I told them that YES there is a key and there is even a prompt under the game title of every game that has one that says SHOW KEY, the issue is that it only shows the key for the main game and not the DLC. They are either lying on purpose or they are fully incompetent and ignorant, I debunked the "theres no key" lie RIGHT in their faces.

    Next, they changed the discourse to "oh the store generates keys for the main game but not DLC, you should be able to access it". So I told them that without a key the DLC is useless so I would have to request a refund. They REJECTED the refund and told me that since the DLC was installed I had no rights or options for refunds. Imagine being given a PlayStation 5 that its not working and then the seller says "but I delivered it eh? No refunds". I urge anybody reading this no not buy in the Ubisoft Store Directly until they change this shameful Policy. Use Steam to buy and get a just refund if required.

    I BOMBARDED support with tickets until FINALLY they assigned me a senior support staff that knew how the game worked, apologized for the incompetence of the rest of the staff (because they were borderline calling me a liar) and gave me THE SIMPLEST SOLUTION EVER. On the top right, click on my account, then account details, then My games and there you can find your keys. WAS THAT SO HARD???? How can support staff not know such a basic thing? How can they basically call a customer a liar? This is insane. Also, that option is almost hidden, can't Uplay just display they keys for the game (all of them, even DLC) on the main screen of the game?

    Well that guy was so pro that helped me close all my tickets on the other games I hope he is well and he is given a raise, he rocks. They rest of the support team... I'll save the adjectives they very well deserve.
    Share this post

  4. #4
    UbiDork's Avatar Community Manager
    Join Date
    Dec 2018
    Posts
    5,209
    Bisonfan95: While I do apologize that you encountered this experience, I do thank you for coming forward to share this feedback with us so that we can ensure this is reviewed by our team. If you ever encounter this issue again, please know that we have an FAQ here about how you can reveal your key in Uplay ( as was also explained to you by support, just in case you need an easier reference ). You can also feel free to send me a private message if you need any further assistance at all. Once again, thank you for sharing this experience and I hope you reach out if you find yourself in need of further support.
    Share this post

  5. #5
    Originally Posted by UbiDork Go to original post
    Bisonfan95: While I do apologize that you encountered this experience, I do thank you for coming forward to share this feedback with us so that we can ensure this is reviewed by our team. If you ever encounter this issue again, please know that we have an FAQ here about how you can reveal your key in Uplay ( as was also explained to you by support, just in case you need an easier reference ). You can also feel free to send me a private message if you need any further assistance at all. Once again, thank you for sharing this experience and I hope you reach out if you find yourself in need of further support.
    Yeah I mean, I can't believe support staff, 5 of them, are not aware that that option exists. It just blows my mind. I hope that staff can be trained better to avoid more experiences like this one for other customers.
    Share this post

  6. #6
    Ubi-Borealis's Avatar Ubisoft Support Staff
    Join Date
    Jun 2020
    Posts
    2,470
    Originally Posted by Bisonfan95 Go to original post
    Yeah I mean, I can't believe support staff, 5 of them, are not aware that that option exists. It just blows my mind. I hope that staff can be trained better to avoid more experiences like this one for other customers.
    Thank you once again for sharing your feedback, and I'm sorry you had a negative experience. I'm glad to hear that you've been able to resolve your issue.

    Please don't hesitate to reach out if you need further support.
    Share this post