Providing valid proof of purchase

QUESTION:

How do I provide valid proof of purchase as part of my support case?

ANSWER:



If you are 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 that any screenshot, image, or document sent to us cannot be cropped or edited in any way. Avoid taking pictures of your computer screen from a secondary device.

Physical or digital game purchased from the Ubisoft Store
 
• Login to your account at store.ubi.com.
• Click My Account and navigate to My Orders.
• You will see your order number for your purchase.
• Provide this order number to our support agents.

Please also provide a screenshot of your email confirmation.


Physical game purchased from a retailer
Please provide us with separate, uncropped photographs of the following items:

• The game disc with its case.
• The leaflet with the product code.
• 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.

 
Digital game purchased from a retailer or online marketplace
Please provide us with a screenshot of your receipt showing the following items:

• The name and email of the person who made the purchase.
• The vendor that the game was purchased from.
• Description of the item that was purchased.
• The date that the purchase was made.


In-game content on PC

Ubisoft Store

• Login to your account at store.ubi.com.
• Click My Account and navigate to My Orders.
• You will see your order number for your purchase.
• Provide this order number to our support agents.

Please also provide a screenshot of your email confirmation.

Epic Games Store
Please follow instructions for retrieving your proof of purchase from the Epic Games Store.
 
Steam
Please follow instructions for retrieving your proof of purchase from Steam.
 
Approved retailers.
Please provide us with a screenshot of your receipt showing the following items:

• The name and email of the person that made the purchase.
• The vendor that the game was purchased from.
• Description of the content that was purchased.
• The date that the purchase was made.


In-game content on consoles
Please provide us with a screenshot of your receipt showing the following items:

• The name and email of the person that made the purchase.
• The vendor that the content was purchased from.
• Description of the item that was purchased.
• The date that the purchase was made.
 

You can follow the steps outlined in the below articles to display your proof of purchase on console:
 

To help speed up our investigation, where possible, please provide a proof of purchase from your computer:

• PSN
• Microsoft


Mobile game / In-app purchases

iTunes Store / App Store
Please provide us with a screenshot of your purchase history in the App Store or iTunes Store.

Ensure that the following items are clear in the screenshot:

• The description of the item purchased.
• The order number of the transaction.
• The price paid for the purchase.
• The date of the purchase.

Google Play
 
Refunds
Please provide us with a screenshot of the confirmation email you received from Google.

If you are unable to locate this, you can instead provide your transaction history in the Google Payments Center.

Item/Content reimbursement
Please provide us with a screenshot of your transaction history in the Google Payments Center.


Associated Platforms

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