If you bought the game directly from Ubisoft Store or Ubisoft Connect, start in Account Management > Order History and use Ubisoft’s automatic refund-request tool. If the purchase was made through Steam, Epic Games Store, PlayStation Store, Xbox Marketplace or Nintendo eShop, the retailer that charged you must handle the refund. Keep your receipt and ticket number, stop playing while the case is reviewed, and state any defect or non-conformity clearly.
Ubisoft does not publish a universal response-time guarantee for support. A delayed reply therefore does not create an automatic entitlement, but you can preserve your claim and use the correct formal channel without waiting indefinitely for an email.
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First determine who sold the game
The company shown on your payment receipt is the party whose refund rules apply. An Ubisoft support ticket cannot replace a retailer’s refund process when another store processed the payment.
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|---|---|---|
| Ubisoft Store or Ubisoft Connect | Ubisoft Account Management > Order History; Customer Support is the written fallback | Purchase date, PC-game playtime, product type and any defect |
| Steam | Steam’s refund interface and policies | Steam purchase record, playtime and download/use status |
| Epic Games Store | Epic Games Store support and refund process | Epic transaction ID and its eligibility rules |
| PlayStation Store | PlayStation’s official refund-request flow | Transaction record, download status and local-law rights |
| Xbox Marketplace | Microsoft/Xbox purchase support | Account that made the purchase and product type |
| Nintendo eShop | Nintendo’s customer-support process | eShop receipt, account and applicable regional rules |
Ubisoft’s help guidance puts the rule plainly: titles bought through approved resellers are subject to those stores’ conditions, and refund requests must be addressed directly to the reseller. Check the merchant name on your bank, card or platform receipt before opening another case.
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How to request a direct Ubisoft refund
1. Collect the information before submitting
- Ubisoft account email and username.
- Order ID or receipt number, purchase date and exact game edition.
- Platform and device used.
- Current playtime, if the game is a digital PC title.
- Whether the game was downloaded, launched or activated.
- A short description of the requested refund and, when applicable, the defect or way the product is not as described.
- Your existing Ubisoft support ticket number, if one has already been opened.
Save screenshots of the receipt, Order History entry, error messages and any confirmation screen. Keep the files in their original form so the transaction date and order number remain visible.
2. Check the direct-store commercial window
Ubisoft states that it may refund a digital PC game when the request is made within 14 days of purchase and the game has less than two hours of playtime. These are conditions in a commercial policy, not a guarantee that every request meeting them will be approved. Other conditions can apply, and the policy does not turn into a general rule for console purchases, DLC or virtual currency.
3. Submit the automatic request in Order History
- Sign in to Ubisoft Account Management using the account that made the purchase.
- Open Order History.
- Select the relevant transaction and choose the available refund-request option.
- Complete the reason and product details accurately.
- Submit the request and save the confirmation number or screenshot.
Ubisoft’s Terms of Sale describe this route as follows: “You can request a refund via your Account Management by using our automatic refund request tool accessible on your Order History page…” If the option appears, it is the fastest documented self-service route for a direct Ubisoft transaction.
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4. Use Customer Support as the written fallback
If the automatic tool is unavailable, rejects the order unexpectedly or does not cover your situation, contact Ubisoft Customer Support from the same account. Include the order ID and, if you already have a case, reply in that existing conversation rather than changing the facts between messages. State the outcome you want—refund of the named product—and give the relevant dates and playtime in one message.
5. Stop using the game while the request is reviewed
Do not launch the game repeatedly or accumulate additional playtime after submitting a request. Continued use can make it more difficult to satisfy the under-two-hour condition for a direct digital PC purchase. Do not delete evidence that support may need; stopping play is different from removing the game or account.
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What to do when Ubisoft support is delayed
Keep the original case intact
Retain the ticket number, submission date, automated acknowledgements and every reply. If the case is still open, send one concise follow-up in the same thread containing the receipt, order ID, product name, purchase date, playtime and reason. Ask that the refund request be recorded against the transaction. A follow-up does not change the commercial eligibility dates, so note when the original request was made.
Try Order History while you wait
If your purchase was direct and the Order History tool becomes available, submit the request there even if a support ticket is pending. Save the resulting confirmation and mention the existing ticket number so the records can be connected. If the tool says the order is ineligible, keep a screenshot and explain any defect or non-conformity in the written case.
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Ubisoft has not published a universal support-response service-level agreement in the material governing this process. Do not treat a promised number of hours or days from an unofficial forum, chatbot or social-media post as a deadline. Instead, preserve the case, use the formal seller interface and, for a defective or misdescribed product, prepare the consumer-protection route available where you bought it.
Refunds for games bought on another platform
For a third-party purchase, the platform—not Ubisoft—controls the transaction, payment reversal and its own download or playtime rules. Open the retailer’s official refund request while keeping your Ubisoft ticket only as a record of the technical problem. Tell the retailer if the game is defective, unavailable, or materially different from its description; local law may provide rights that are separate from the store’s voluntary policy.
PlayStation purchases
PlayStation provides its own official refund-request flow. Its guidance also notes that local law can add rights when digital content is faulty. Use the account and transaction that made the purchase, and record whether the content was downloaded or streamed before requesting the refund.
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Steam, Epic Games Store, Xbox and Nintendo purchases
Use the corresponding store’s account history and support process. Ubisoft’s commercial window for a direct PC purchase should not be presented as a universal “two-hour rule” for these platforms. Each retailer can define different conditions for playtime, download, activation, pre-orders and consumables.
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Ubisoft’s help guidance says the following are generally final and non-refundable once access or delivery begins:
- Immediately delivered consumables.
- Downloadable content and expansions.
- Season Passes and Year Passes.
- Virtual currency.
- Purchases made in an in-game store.
“Generally” matters. If the item is faulty, not delivered, or not as described, statutory consumer rights can still apply depending on your jurisdiction. Describe the concrete problem instead of relying only on a request to make an exception.
Downloaded games, defects and statutory rights
Downloading or launching a game can affect a voluntary digital-content refund policy, but it does not automatically erase every legal remedy. If the game crashes, cannot be installed, lacks advertised features or otherwise fails to conform to the contract, document the symptom and the steps that reproduce it. Include error codes, dates, affected modes and whether other users on the same account can access the product.
Use precise wording such as “the product is not as described” or “the digital content is defective” when that is the actual issue. Do not claim a defect merely because you changed your mind; separate a preference-based cancellation from a technical or conformity complaint. The applicable legal rights depend on where the purchase was made and the law governing that transaction.
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Pre-orders and Ubisoft+ subscriptions
Digital pre-orders
Ubisoft’s terms state that a digital pre-purchase can be cancelled and refunded at any time before the release date. After release, the ordinary digital-content conditions and any applicable statutory rights become relevant. Keep the pre-order confirmation and cancellation timestamp.
Ubisoft+
Ubisoft+ is a digital service rather than a single game sale. Where a withdrawal right applies, Ubisoft’s terms describe a pro-rata refund based on the period of access. The amount and availability can depend on the jurisdiction and the service terms in force when you subscribed.
Message template for a delayed case
Send a factual follow-up in the existing support thread. Replace the variables inside the code block with your information:
Subject: Refund request – Order [order ID] – existing case [ticket number]“I purchased [exact product and edition] on [date] through [seller/platform]. The order ID is [ID]. Current playtime is [time], and the product was [downloaded/launched/not launched]. I am requesting a refund because [brief reason]. If this is treated as a defect or non-conformity issue, the specific problem is: [description and error]. Please record this request against the order and confirm the next step.”
Attach the receipt and relevant screenshots, but avoid sending unrelated personal information or multiple versions of the same evidence.
Troubleshooting common situations
The Order History refund button is missing
Confirm that you are signed into the purchasing account and that the transaction is a direct Ubisoft order. If the receipt names another retailer, use that retailer’s process. If it is a direct order, submit a written Customer Support request with the order ID and capture the missing-option screen.
The request is outside 14 days or above two hours
The published direct-store commercial conditions may no longer fit, but you should still explain a genuine defect, non-conformity or failed delivery. A policy threshold is not the same thing as a finding that the product worked correctly or that statutory rights do not exist.
You opened a Ubisoft ticket for a third-party purchase
Keep the ticket for troubleshooting evidence, then file the refund with the store that charged you. Include the retailer transaction ID and the Ubisoft case number if the platform asks for proof of the problem.
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Check the account’s Order History and support dashboard, spam or junk folders, and the exact account used for payment. Save screenshots of the submitted form and transaction. If the formal channel still provides no usable route, consult the seller’s published consumer-support or dispute process and the consumer-protection authority relevant to your location.
Information to have ready for any escalation
- Seller and platform.
- Purchase date and transaction ID.
- Game, edition and product type.
- Download, activation and playtime status.
- Defect or conformity evidence, if applicable.
- Dates and numbers of all refund requests.
- Your requested remedy and the local jurisdiction of the purchase.
Organizing these facts prevents a delayed support exchange from turning into an eligibility dispute caused by missing or inconsistent information.
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