Welcome to the Official Ubisoft Store

Need Help?

Click on a question below to view the answer.


  • Which payment methods can I use?
    We accept Visa®, MasterCard®, American Express®, Maestro® Card as well as debit cards and ATM cards if they are issued by one of these major credit card companies. We also accept payments through Paypal and Clickandbuy.

    All submitted information are encrypted, so you can be confident that your credit card information will be kept safe and secure.
  • How do I redeem a promotional code on Uplay Shop?
    Please activate your promo-code by following these 3 easy steps :
    -Choose the game you would like to buy (or you are entitled to buy with the link provided.
    -Proceed to check out and type your promo-code in the empty field named [Promo Code] and click on the "Apply" button.
    -Click on the Checkout button and enjoy your game.

    Ensure you have the correct promotional code and have entered it exactly as it appears. Promotional codes are case sensitive and can be only used once Please also ensure that your browser is set to accept cookies. If you are still having problems, contact Customer Service.
  • When will payment be taken?
    For credit cards: For purchases or pre-purchase of downloaded game, your credit card will be charged the day after your order is placed. In case of a preorder, you will be billed on the release date of the game. For purchases of physical products, you will be charged when your product is shipped. This includes any preordered or backordered products. If your items are shipped separately you will be charged each time a product is shipped. If a Deposit is required, it will be billed on purchase.

    For any other payment method: Payment will be taken when the order is successfully placed. Please note that you will be charged immediately when choosing any payment method other than a credit or debit card on preorder
  • Why is my credit card rejected?
    There are many possible reasons for a credit card not being accepted:

    -The card has expired.
    -You have reached or exceeded your credit limit.
    -You have exceeded your daily charge limit.
    -A computer at either end of the transaction is having technical problems
    -Your Uplay account details might be incomplete. Click here to edit your account.

    If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart. If you are still having problems, contact Customer Service.
  • I have paid by credit card and it appears that money has been taken from my account on ordering, not on shipping.
    Transactions made with your bank need to be authorised and finalized. This is referred to as Authorisation hold (or Pre-authorisation).Pre-authorisation (pre-auth) is a banking term describing the practice of holding (or setting aside) money in the account until the transaction is finalised. Money does not leave the account but it is ‘frozen’ temporarily while the transaction is finalised. This can take anywhere from 1-5 days depending on the individual bank’s policy. For credit cards, this hold can last up to 30 days depending on the issuing bank. It can appear that money has been taken from the account whereas it is actually an Authorisation hold.
  • How do I get a copy of my invoice?
    You can print a copy of your invoice from the Order Information page. Click here to look up your order and print a copy of your invoice. Invoices are only available after an order is fulfilled.
  • How will the charge appear on my credit card?
    The charge for your order will appear on your credit card under the reference: "DRI - UBISOFT".
  • Has my order been shipped?
    Click here to look up your order and see your parcel tracking number to follow your delivery.
  • Can I change my shipping address?
    Except for preorders, you cannot change your shipping address after you have submitted your order. For errors made in the shipping address on Preorders, please contact Customer Service. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your bank account.
  • How do I get my tracking number?
    Click here to look up your order and see your parcel tracking number to follow your delivery.
  • Do you ship to my country ?
    The list of countries for which we ship goods is proposed during the checkout process.
    For more details on countries and charges applied, please follow this link
  • Do I have to pay customs fees?
    Custom and tariff fees may apply according to your country's import laws We do not collect those fees.
  • Can I change my shipping method?
    Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them..
  • How do I get technical support for my product?
  • How do I play the game I purchased?
    You need to have Uplay PC installed to run your game. Your game will automatically be available in the "GAME" section after a short delay.

    Please note that on some less recent orders, a link will be provided to directly download your game and activate it using the activation key provided.

    Where should I save the download file?

    You can save the download file anywhere you like but you should be sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

    What will happen when I download?

    Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

    What should I do after I download?

    When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

    If you are still having problems, contact Customer Service.
  • Is the game available offline?
    Once purchased it is available on your game page of Uplay PC. In most cases, It is not necessary to have an internet connection (Please note that some games and game modes require an internet connection) If you log in on another computer, you will need a onetime internet connection to build your game collection on the new computer.
  • My game does not appear in the launcher
    Try to redeem the key you received in Uplay PC.

    -Anywhere in the application, click on the cog icon in the upper-right corner, then click “Activate Product”
    -Enter your CD-Key in the input field and press OK
    -The final confirmation will be displayed, showing the game you are about to activate
    -Press OK, and it’s done!

    If you are still having problems, contact Customer Service.
  • Will pre ordered games be added automatically to my account?
    Yes! You will get a confirmation email after your purchase has been completed. On the release date of the game, a tile will appear on your games page in Uplay PC allowing you to begin the download process.
  • How do I access season pass & DLC that I have bought?
    DLC is unlocked using codes and the unlocking process is handled by the game that you bought the DLC for. When you buy DLC you will receive a code that you should enter in the Game’s menu. Some Games will have an option in the settings menu; usually under extras that will state “redeem code” or “enter content code” (the exact wording may be different from game to game). Once you have done this the DLC will be available for you to play on any PC that you use your Uplay account on.
  • What are Uplay Units?
    Uplay-enabled games all come with Actions and Rewards. The deal is, you complete in-game Actions or make a purchase in the Uplay Shop and earn Units. You can then use your Units to unlock Rewards that make your games even better.

    How can I earn Uplay Units?

    You can earn Units by completing specific in-game actions outlined in the Uplay client or make a purchase in the Uplay Shop. For each euros (modify according to locale) spent you will have one unit on your account (excluding shipping cost). Once you purchase completed, you will receive an email (within the next 24 hours) that confirms the number of unit earned.

    What can I do with Uplay Units?

    With your Units you can unlock great Rewards for your games : from cool wallpapers to exclusive outfits and special in-game missions, Rewards give you more for the games you own or or use them for Uplay Shop discounts : 100 units allow you to get 20% off on your next purchase on Uplay shop (including pre-order).

    How does purchasing at a discount affect the number of units earned?

    Purchasing a game at a discount will earn you Units based on the discounted price of the game and not the original price. You will receive an email (within the next 24 hours) following the confirmation of your purchase with the exact number of Units earned. Once you purchase completed, you will receive an email that confirms the number of unit earned (within the next 24 hours).

    If I return a product, what happens to Units earned?

    If you return a product, the number of Units earned for that product purchase will be deducted from your Uplay account Unit balance.
  • What is your refund policy (this policy does not limit your statutory rights which are outlined in Digital River’s Terms of Sale)?
    No returns / refunds will be offered for digital products except if we cannot deliver you the game. We accept physical products to be returned for up to 14 days from the date of their purchase and under the condition that the product is un-opened (seal intact). You will need to first request a return from Uplay Customer Service. You will then be contacted via the response includes details on returning the item to the appropriate address. You will receive a return label to return your game for free. Shipping cost to the warehouse using any other method will be at your own cost. Once a returned product is received at the warehouse, the product is verified and if the products passes inspection you will be refunded. In the case the product fails inspection, the product is returned back to you. Claims to the carrier will be filed for damaged products, by Uplay Customer Service. In this scenario, a new request will be sent to the fulfilment partner to send a replacement (same item) product. For damaged product, we will request from you a picture of the product to be sent to our customer service.
  • How do I cancel my order (this policy does not limit your statutory rights which are outlined in Digital River’s Terms of Sale)?
    Click here to submit a request to cancel your order. You will be notified by email of the evolution of your request.