1. #1

    Cant change payment method for uplay+

    Sooooo. I go uplay+ yesterday, but i forgot to change the expiration date on the card. Now i cant pay for uplay+ nor can i remove the card or change that information.
    How can i resolve this issue? All that is needed to be done is to change that expiration date. But it does not allow me to do it..
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  2. #2

    Account payment problem's

    Friend, I have the same problem as you for 3 months, from the support of Ubisoft Spain [chat with customer service], they will not give you any solution they will tell you that there has been fraudulent activity and that for security they have blocked your account what which cannot be reversed. That if you want to access the offers you will have to create a new account and that the games you have will be left behind, that is, you must start every time you want to play a game from your old account. And even if you have activated all the security methods that they offer you, both 2-step verification, with a security telephone number, etc. They will indicate that they cannot do anything since they are company policies, and they refer you to other authorized stores, but without discounts or offers. I attach my conversation with them is in Spanish you can use the Google translator if you do not understand Spanish.

    https://drive.google.com/open?id=1nv...DJja2wshys2qga
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  3. #3
    Ubi-Woofer's Avatar Ubisoft Support Staff
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    Originally Posted by GateWood Go to original post
    Sooooo. I go uplay+ yesterday, but i forgot to change the expiration date on the card. Now i cant pay for uplay+ nor can i remove the card or change that information.
    How can i resolve this issue? All that is needed to be done is to change that expiration date. But it does not allow me to do it..
    I'm sorry to hear of your issues with updating your payment information, GateWood - can you tell me whether you receive any specific error messages when trying to do so? Are you unable to add an additional payment method?

    Originally Posted by OZZYT0. Go to original post
    Friend, I have the same problem as you for 3 months, from the support of Ubisoft Spain [chat with customer service], they will not give you any solution they will tell you that there has been fraudulent activity and that for security they have blocked your account what which cannot be reversed. That if you want to access the offers you will have to create a new account and that the games you have will be left behind, that is, you must start every time you want to play a game from your old account. And even if you have activated all the security methods that they offer you, both 2-step verification, with a security telephone number, etc. They will indicate that they cannot do anything since they are company policies, and they refer you to other authorized stores, but without discounts or offers. I attach my conversation with them is in Spanish you can use the Google translator if you do not understand Spanish.

    https://drive.google.com/open?id=1nv...DJja2wshys2qga
    This thread relates to issues with billing information for UPLAY+, OZZYT0. - you do not appear to have ever had a UPLAY+ subscription. Having looked into your purchases, I can only reaffirm that the previous advice you were given is correct. If you have any questions or concerns, please reopen your support case and / or continue the conversation there.
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  4. #4
    i have the same problem. my old card expired and i forgot to switch it out. My new card have the same numbers just new dates and code so easy to miss. so got suspended after a day. and now i can't fix it. and been trying to get help from support for over a month
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  5. #5
    Ubi-Woofer's Avatar Ubisoft Support Staff
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    Hey toxidwaste_SWE,

    I can see that my colleagues have submitted your issue for specialist investigation by our UPLAY+ team. I am sorry that we do not have an update to provide as yet, but please keep an eye on your support case for updates.

    Your latest response to the case had removed it from the correct queue for handling, so I've put it back there now for you as well.
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  6. #6
    I have the same problem with my account and my payment failed 1 day after it said it got charged. Then today is says it never got charged I contacted live support but they did not help. I can't change the payment method either
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  7. #7
    Ubi-Ginge's Avatar Ubisoft Support Staff
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    Hi Azor_Ahai1!
    Sorry for our delay in responding to you.
    Am I right in seeing that this is now resolved?
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  8. #8

    How hard can this be?

    I have the same problem though I lost my card and had to cancel the old one and get a new card. I started trying to change the details on the 15th of April and when I started getting no luck I raised a ticket (Case #11473591) but no luck. So then I tried the next day to find out my account had been suspended because of non payment. Well I had tried to pay but your online account management wouldn't let me edit, add a new payment method, delete the old payment method. So I raise another case and it gets added to my existing case. So backwards and forwards I go and I eventually get told, it's been "escalated to the appropriate team" and " the dedicated team will be able to look into this".

    I go through all the steps and even take screen shots of the responses and still nothing. I've tried everything that has been suggested, switching off Ad-Blockers and Pop-up-blockers, going incognito and different browsers. Nada, zip, zilch, no luck. Ok so then it's "because of the billing period" and I need to wait for 7 days for this to clear and then I will be able to change the details so "on the 23rd".

    And here I am, on the 23rd and still getting the same "Oh no your new payment method failed..........." This is not the only subscription service I utilise (Netflix, Amazon Prime, Disney+, twitch, X-Box Game Pass PC Beta, Funimation)) and EVERY SINGLE ONE was sorted and updated within 5 minutes and most even quicker. UBISOFT...........over 7 days. Come on it can't take that long and from the look of the dates on some of these it's been a known issue even longer.-

    Oh and lets not forget the gem that was dropped on me yesterday........." because we havn't heard from you in the last 4 days, we've closed your case. If your still experiencing difficulties, then please open a new case". You haven't heard anything from me BECAUSE YOU TOLD ME TO WAIT FOR 7 DAYS BEFORE TRYING AGAIN and now I have to START AGAIN? REALLY?

    Look I don't usually throw this around but I work as a Mental Health nurse in the NHS and I like to come home from work and play some dumb mindless game to switch off from all the stress I have and now with this whole shutdown thing I need to blow off stress a bit more and now I can't play the game I want because your system is broken.Is it just easier to cancel my subscription and restart it with the new payment method? I just want to play a game for heavens sake.

    Come on Ubisoft sort it out?!?!
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  9. #9
    Ubi-Ginge's Avatar Ubisoft Support Staff
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    Hi Englishmedik!

    I fully understand wanting to switch off when you get home each day under the current climate we're all in.
    I'd like to say a huge thank you on behalf of everyone here at Ubisoft on the stellar work you're all doing!

    With regards to your case closing, the system will automatically close support tickets if we have no response from customers within 4 days.
    You can reopen it by logging back in to our support site and posting a response.

    Can you try cancelling the subscription and setting it back up using the new card, and letting us know if you are still having the same problem (Either here on the forums, or as an update on your case)
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  10. #10
    Originally Posted by Ubi-Ginge Go to original post
    Hi Englishmedik!

    I fully understand wanting to switch off when you get home each day under the current climate we're all in.
    I'd like to say a huge thank you on behalf of everyone here at Ubisoft on the stellar work you're all doing!

    With regards to your case closing, the system will automatically close support tickets if we have no response from customers within 4 days.
    You can reopen it by logging back in to our support site and posting a response.

    Can you try cancelling the subscription and setting it back up using the new card, and letting us know if you are still having the same problem (Either here on the forums, or as an update on your case)
    So I don't know if this fixed it or not. But I pressed the PayPal icon that pops up when you press edit (if you press change payment method) and made sure it was the right cc that PayPal had. And then I accepted it. I got a confirmation mail that I made a purchase at Ubisoft. And now I have Uplay+, working and all. But like I said, I don' know if it's a perm fix or not. Hopefully it works for others as well.
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