ANSWER:
If you're contacting us due to a problem with purchased games or content, we will usually require a proof of purchase to investigate the issue further.
Please note: Any screenshot, image, or document sent to us cannot be cropped or edited in any way. For screenshots or images from your PC or Mac, please use the print screen function to deliver this to us. Please do not take a picture of your computer screen from a secondary device.
What kind of purchase did you make?
Physical or Digital Game Purchased from the Ubisoft Store
Physical Game Purchased from a Retailer
Digital Game Purchased From a Retailer or Online Marketplace
In-Game Content on PC
In-Game Content on Consoles
Mobile Game / In-App Purchases
Physical or Digital Game Purchased from the Ubisoft Store
Physical Game Purchase from a Retailer
Digital Game Purchased from a Retailer or Online Marketplace
In-Game Content on PC
Purchases made through Steam
Purchases made through our approved retailers
Mobile Game/In-App Purchases
Please note that we will need an uncropped and unedited screenshot in order to provide you with assistance.
If you are on PC, you can follow this link for directions on how to take a screenshot.
PC Screenshot Guide
If you are on Mac, you can follow this link for directions on how to take a screenshot.
Mac Screenshot Guide
If you are on console, you will need to take a screenshot either from your system or your computer:
Accessing Purchase History from your Computer
Xbox Purchase History
PSN Purchase History
Accessing Purchase History from your Console
Nintendo Switch Purchase History
PS4 Purchase History
Xbox Purchase History
Please note: Any screenshot, image, or document sent to us cannot be cropped or edited in any way. For screenshots or images from your PC or Mac, please use the print screen function to deliver this to us. Please do not take a picture of your computer screen from a secondary device.
What kind of purchase did you make?
Physical or Digital Game Purchased from the Ubisoft Store
Physical Game Purchased from a Retailer
Digital Game Purchased From a Retailer or Online Marketplace
In-Game Content on PC
In-Game Content on Consoles
Mobile Game / In-App Purchases
Physical or Digital Game Purchased from the Ubisoft Store
1. Login to your account at store.ubi.com.
2. Click My Account and navigate to My Orders.
3. You'll see your order number for your purchase.
4. Provide this order number to our support agents.
2. Click My Account and navigate to My Orders.
3. You'll see your order number for your purchase.
4. Provide this order number to our support agents.
Physical Game Purchase from a Retailer
1. Please provide us with separate uncropped photographs of the following items:
a. The game disc with its case
b. The leaflet with the product code
c. The receipt for your purchase, showing:
b. The leaflet with the product code
c. The receipt for your purchase, showing:
- Description of the game that was purchased
- The retailer that the game was purchased from
- The date of the purchase
- The price of the purchase
- The retailer that the game was purchased from
- The date of the purchase
- The price of the purchase
2. Please write today’s date, your case number, and your Uplay username on the receipt without obscuring any of the information above.
Digital Game Purchased from a Retailer or Online Marketplace
1. Please provide us with a screenshot of your receipt showing the following items:
a. The name and email of the person that made the purchase
b. The vendor that the game was purchased from
c. Description of the item that was purchased
d. The date that the purchase was made
b. The vendor that the game was purchased from
c. Description of the item that was purchased
d. The date that the purchase was made
In-Game Content on PC
Purchases made through the Ubisoft Store.
1. Login to your account at store.ubi.com.
2. Click My Account and navigate to My Orders.
3. You'll see your order number for your purchase.
4. Provide this order number to our support agents.
2. Click My Account and navigate to My Orders.
3. You'll see your order number for your purchase.
4. Provide this order number to our support agents.
Purchases made through Steam
1. Please follow these instructions for retrieving your proof of purchase from Steam.
Purchases made through our approved retailers
1. Please provide us with a screenshot of your receipt showing the following items:
a. The name and email of the person that made the purchase
b. The vendor that the game was purchased from
c. Description of the content that was purchased
d. The date that the purchase was made
In-Game Content on Consoles
b. The vendor that the game was purchased from
c. Description of the content that was purchased
d. The date that the purchase was made
1. Please provide us with a screenshot of your receipt showing the following items:
a. The name and email of the person that made the purchase
b. The vendor that the content was purchased from
c. Description of the item that was purchased
d. The date that the purchase was made
b. The vendor that the content was purchased from
c. Description of the item that was purchased
d. The date that the purchase was made
Mobile Game/In-App Purchases
iTunes Store / App Store
1. Please provide us with a screenshot of the following items:
a. Your purchase history in the App Store or iTunes Store
2. Please make sure that the following items are clear in the screenshot:
a. The description of the item purchased
b. The order number of the transaction
c. The price paid for the purchase
d. The date of the purchase
b. The order number of the transaction
c. The price paid for the purchase
d. The date of the purchase
Google Play
1. Refunds
a. Please provide us with a screenshot of the confirmation email you received from Google.
b. If you are unable to locate this, you can instead provide your transaction history in the Google Payments Center.
b. If you are unable to locate this, you can instead provide your transaction history in the Google Payments Center.
2. Item/Content Reimbursement
a. Please provide us with a screenshot of your transaction history in the Google Payments Center.
Please note that we will need an uncropped and unedited screenshot in order to provide you with assistance.
If you are on PC, you can follow this link for directions on how to take a screenshot.
PC Screenshot Guide
If you are on Mac, you can follow this link for directions on how to take a screenshot.
Mac Screenshot Guide
If you are on console, you will need to take a screenshot either from your system or your computer:
Accessing Purchase History from your Computer
Xbox Purchase History
PSN Purchase History
Accessing Purchase History from your Console
Nintendo Switch Purchase History
PS4 Purchase History
Xbox Purchase History