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  • Locked Solved [RESOLVED] Assassin's Creed Valhalla missing from Ubisoft Connect library after purchase | POST HERE

    0 Likes/1196 Replies/16635 Views
    58 posts

    @invognia In this situation the best you can hope for is the money will be returned in 72 hours ish, that is my experience I know others have waited longer. Pre-orders will not be honored, but points will be returned. You may need to get someone on Live chat to speed the money being returned up.

  • PMacleod
    58 posts

    @netspook It will not be illegal, it is just garbage tier CS. For me it is the last time Ubisoft gets my money.

  • PMacleod
    58 posts

    @saintlystorms A lesson learned. Cyber Punk is hopefully out in a few weeks, Valhalla was always just filler until then for me. I guess this way I save money.

  • PMacleod
    58 posts

    @pickleman127 I had to keep going to the front of the support page, where you pick the options you want help with from drop down menus. I picked PC, Ubisoft Store, Digital Download, Game Not In Library. Pick the Live Chat option. Some times this is grayed out, you need to keep refreshing and picking these options again until it turns blue. If your regions CS is not open or if the Live Chat is at capacity it will appear Gray. Once you managed to get though that, select add additional details to a current case and pick live chat again. It should load a small chat window and give you a count down to your chat starting.
    This is an incredibly buggy system and it took me all day to finally connect with some one and well.... you can see how that went. Their CS is garbage tier, but I got my money back. I hope this info helps you or anyone else still in this situation. Also, Ubisoft, if you need someone that can actual give "High Quality Customer Service", you got my email!

  • PMacleod
    58 posts

    @jfkflevoland They are not doing anything illegal, certainly immoral, but not illegal.

  • LeMinduin
    7 posts

    @invognia im still without game (3 days), but i got the confirmation email.I created a ticket 5h after the purchase but no response yet. I DM them on twitter and this what they replied:
    I understand the concern for the order. However, I'm unable to look into queries for orders on our store over social media, due to regional restrictions. If you'd like to inquire about this instance to your region's e-commerce team, you can create a new ticket with them over at http://support.ubi.com. To create a new ticket, log in and scroll down the page to find the "Contact Customer Support" button. Then select the proper categories and provide a description of your issue. You may then select "Email Us" or "Start Chat" (depending on contact volume, availability of either case options may change day-to-day). Our store support team will be able to help investigate further from there.

    So... problem not solved and looks like they cannot solve it either.

  • SaintlyStorms
    78 posts

    @pmacleod Completely agree with you. I was hoping it wouldn't be this way but... Well I feel stupid for even believing Ubisoft might have actually improved something. Lesson learned indeed.

  • strandberg98
    1 posts
    @craftyscratch happened to me too .. how did they solve?

  • Omgilovesteak
    33 posts

    Why are you upset!? I mean Ubi wished you a good rest of your day at the end!!

  • Sir.MurangaA
    10 posts

    I bought the game on 11/08 and have not yet received the game in the library. this and a lack of respect for customers. we paid dearly for a simple digital copy and did not receive it. ??????
    what is happening ubisoft ????????? there are people who are more than 30 days and do not receive the game ?????? Are you kidding your customers ?????
    tremendous lack of respect with their customers.
    I sent 3 tickets on the support, more than 10 messages on facebook and twitter with prints and payment receipts and you ignore them,

    case - 13201991
    case - 13176233
    case - 13154917

  • Naukas_
    2 posts

    As the title says, I bought the game through the Online Store but it isn't displayed in my Games list in the Ubisoft Connect app.

    I've cleared the cache, made sure it isn't hidden, and other things listed on the forums.

    Any help is appreciated.

  • PMacleod
    58 posts

    @omgilovesteak You are not wrong!

  • Ubi-Raziel
    197 posts


    Thanks for getting back to us with such detail 🙂

    I checked your support cases to see how I could help, however I see you had a Live Chat not longer ago and the agent was able to resolve your issue.

    I really hope you enjoy the game, and please let us know if you need anything!

  • devastator0327
    7 posts

    @Ubi-Baron @mac1e2 Hi ! In the end the problem was at my end my bank.

    The payment will be transferred back to my account from my bank and I've re-purchased the game. If for any reason I won't get back the first payment I will be here 🙂


  • Kim1667
    1 posts

    My game has not appeared in my library in 24hrs AND it shows that I can start playing, when I hit the play button it said "can't start d3d12.dll" is missing.
    Not a great way to start new with ubi soft.............. what is the fix or solution????
    You have my $$$ and I have no game.............................

  • Jojkmaster
    2 posts

    Hello! I pre-ordered AC Valhalla but still nothing. Money says "reserved" on my bank and I have contacted support and been waiting for a week. Anyone else got the same problem?

    Regards Jojk

  • UbiExcellent
    756 posts

    @jojkmaster Hey jojkmaster! Firstly, I'd like to apologize for the delays you've experienced with our Support teams. We're experiencing an increased volume of contacts at the moment, but please rest assured that we are doing our best to get back to everyone that has gotten in touch with us in a timely manner. Secondly, I'd like to apologize for the frustration caused by this payment issue. Did you receive a confirmation email from Ubisoft after you made this purchase? If you haven't, then this usually means that the payment has not been received successfully on our end, which results in an automatic return of any held funds.

  • pahapoika13
    4 posts

    ok where the f**k is my game.i buy it and i didnt get nothing.now my moneys gone and game is gone too.

  • UbiExcellent
    756 posts

    @pahapoika13 Hello pahapoika13. I'm so sorry to hear about this issue you're having with your recent purchase of Assassin's Creed Valhalla. Did you receive a confirmation email from Ubisoft yet? While orders usually go through instantly, we do recommend allowing 24 hours to pass. If you find that you are still missing the game after 24 hours, please don't hesitate to update us here, or submit a support ticket about it on our support website.

  • pahapoika13
    4 posts

    @pahapoika13 thanks for response i hope i get this game

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