1. #1
    ubi--unicorn's Avatar Ubisoft Support Staff
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    *READ FIRST BEFORE POSTING* Help us help you!

    Hello, and welcome to Hyper Scape PS4 support forums. This forum is for technical support and bug reporting. If you'd like to post a suggestion or feedback, please do so in Feedback.

    In this thread, you will find commonly asked questions in this forum, as well as self-help resources. If you need further help, please check out this link for ways to get the best and fastest help on the forums.

    Gameplay
    Frequently asked questions
    In-Game Purchases and Content

    Troubleshooting and other issues
    Connection troubleshooting
    PS4 troubleshooting

    If you need further assistance, please click here!
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  2. #2
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Frequently Asked Questions

    Will the progress I made during the Hyper Scape Technical Test / Open Beta carry over to the final game?
    Items unlocked as part of the Battle Pass during the Technical Test / Open Beta will remain on your account even after the test finishes. You will be able to access them on all platforms when the full game is released.

    How does the Battle Pass system work in Hyper Scape?
    Every Battle Pass introduces 100 tiers, each with different objectives you can complete to unlock Champions and customisation items. Your Battle Pass progress will be reset every Season.

    Each Season will offer a Free Battle Pass which is available to all players, a Premium Battle Pass which can be purchased for 950 Bitcrowns, and a Hyper Battle Pass which can be purchased for 2500 Bitcrowns. You can purchase one Battle Pass per Season. Premium and Hyper Passes are only purchasable through the in-game store on PC, PlayStation 4 and Xbox One. Please note that this purchase is non-refundable.

    If you bought the Battle Pass later in the Season, you will unlock premium rewards retroactively to match your current Battle Pass tier.

    Please note that Battle Pass content is bound to the account you purchased it with, and cannot be shared between accounts.

    Am I able to remap controls on console in Hyper Scape?
    When using a controller, you have the ability to choose from a selection of presets. You can find more information here.

    What accessibility features are included in Hyper Scape?
    An overview of accessibility features can be found in this FAQ.

    What are the default control schemes for Hyper Scape?
    The default control schemes can be found here.

    What languages are available in Hyper Scape?
    A list of available languages can be found here.

    How can I report a cheater in Hyper Scape?
    Please do not report cheaters to the forums as this is against forum rules. If you suspect a player of cheating, please make a note of your session ID and report it to us here.

    Is there a list of known issues?
    A list of known issues can be found here.

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  3. #3
    ubi--unicorn's Avatar Ubisoft Support Staff
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    In-game purchases and content

    Where can I find my unlocked content in-game?
    All content, including Ubisoft Club rewards and Twitch Drops you unlock for Hyper Scape, can be accessed from your locker. Wallpapers, which can be claimed from the Ubisoft Club, will be downloaded to your PC.

    What are Bitcrowns and what can I spend them on?
    In Hyper Scape, Bitcrowns can be used to purchase cosmetic accessories, Battle Passes and Battle Pass tier upgrades. You can obtain Bitcrowns by leveling up specific tiers in the Battle Pass through completing in-game challenges and watching streamers who are using the Crowncast Extension. It is also possible to purchase Bitcrowns from the in-game store.

    Can I use my Bitcrowns on multiple devices?
    Items and Battle Passes purchased within Hyper Scape using Bitcrowns can be used across all platforms you play the game on.
    Bitcrowns earned by progressing your Battle Pass or purchased on the in-game store cannot be transferred between platforms.

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  4. #4
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Connection Troubleshooting

    If you are having issues with your connection to Hyper Scape, please try the following troubleshooting steps.

    1. Reset your network hardware
    Resetting your network hardware allows it to re-establish a fresh connection to your ISP. To do this:
    • Shut down all computers/consoles connected to your modem and/or router.
    • Power down and unplug the modem and/or router.
    • Wait 60 seconds.
    • Plug in and turn on the modem and/or router
    This will power cycle your modem or router.

    2. Rebuild your PS4's database
    • Turn off the PS4.
    • Once the PS4 is off, press and hold the power button until the PS4 beeps twice (this may take up to 10 seconds).
    • Connect the DualShock controller with a USB cable.
    • Once connected, press the PS button on the controller. You should now see the Safe Mode options on the PS4.
    • Select option "5. Rebuild Database" and press X.
    • "The database will be rebuilt, it might take a few hours to rebuild the database" will show on the screen, press "OK".
    • Allow the database to rebuild. Afterwards the console will return to the sign-in screen.


    3. Enable UPnP
    Some players have reported that enabling UPnP helped them to fix their issue. UPnP stands for Universal Plug and Play and allows applications to automatically forward ports. Due to the amount of different routers, we cannot provide exact steps and recommend you consult your routers manual or your ISP.

    4. Port Forwarding
    Port forwarding makes sure that the router's firewall does not interfere with the game's connection. For more information, please check out this FAQ. If you forward ports, you will also want to set up a static IP for your PS4. Instructions on this can be found here.
    The ports needed for Hyper Scape are:
    TCP: 80, 443, 3478, 3479, 3480.
    UDP: 3478, 3479, 3658, 6115, 10000-10099.

    5. Place the console into the DMZ
    Please follow the instructions on this FAQ. Please be aware that your PS4 will not be protected by your router's security measures in the DMZ. If you have concerns about the security of the network you are on, we recommend that you do not apply this troubleshooting step.

    6. External restrictions
    There may be restrictions set by your ISP or network administrator. Some examples of where this may be an issue include a university campus, a military base, or shared housing. If you believe this you are affected by this, please contact your ISP or network administrator.

    If you are still experiencing connection issues after completing these steps, please create a ticket with a screenshot of your forwarded ports. Please do not post your ports on the forums for security purposes.

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  5. #5
    ubi--unicorn's Avatar Ubisoft Support Staff
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    PS4 Troubleshooting

    If you are experiencing crashes, performance issues, or any other issues on Hyper Scape, please try the following steps:

    1. Make sure your system is up to date
    To do this, connect your console to the internet and check if any updates are available. Please refer to this official Sony article.

    2. Power cycle your PS4
    Try power cycling your PS4 as a first step.
    • Turn off the PS4.
    • Disconnect the power cable.
    • Wait 1 minute.
    • Reconnect the power cable and restart the console.

    3. Rebuild your PS4's database
    Rebuilding your database is similar to a computer disk defragmenter and will not affect your save data.
    • Turn off the PS4.
    • Once the PS4 is off, press and hold the power button until the PS4 beeps twice (this may take up to 10 seconds).
    • Connect the DualShock controller with a USB cable.
    • Once connected, press the PS button on the controller. You should now see the Safe Mode options on the PS4.
    • Select option "5. Rebuild Database" and press X.
    • "The database will be rebuilt, it might take a few hours to rebuild the database" will show on the screen, press "OK".
    • Allow the database to rebuild. Afterwards the console will return to the sign-in screen.

    4. Restoring Licenses
    If you bought the game digitally or redeemed it via the PlayStation Store, try restoring licenses . This ensures that any content on your console matches your account's privileges.
    • On the PlayStation Dashboard, select Settings
    • Select Playstation Network/Account Management
    • Choose the option to Restore Licenses
    • Select Restore

    5. Reinstalling the game files
    If the issue persists or if you own a physical copy of the game, please try reinstalling the game files.
    If the game is visible on the PlayStation home screen:
    • Hover over the game tile.
    • Press the Options button.
    • Select Delete.
    You can also complete this, by following these steps:
    • Scroll to the right to locate the Library.
    • Hover over the game tile.
    • Press the Options button.
    • Select Delete.
    Please note, this will not affect your save data.

    If you need further assistance, please click here!

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  6. #6
    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. Any screenshots or video of the issue, if possible. Please upload these to a hosting site, such as Imgur or YouTube.
    6. 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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  7. #7
    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
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