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Choose the route that matches your issue
| Issue | Where to start | What determines the process |
|---|---|---|
| Purchase from Ubisoft Store or Ubisoft Connect PC | Open the order in the Ubisoft account used to buy it and request a refund there. | Ubisoft’s published eligibility rules and the product type. |
| Purchase from another retailer | Contact that retailer’s support or use its refund process. | The retailer’s policy, not Ubisoft Store order history. |
| Unauthorized Ubisoft Store transaction | Contact Ubisoft promptly and contact your bank or payment provider. | Transaction details and your payment provider’s process. |
| Account problem or permanent lock | Use the Ubisoft Help online contact or appeal flow. | The nature of the account issue and Ubisoft’s review. |
| Formal legal dispute | Check the terms governing the purchase and your location. | The dispute process is not the same as a refund or support request. |
Request a refund for a direct Ubisoft purchase
Sign in to the Ubisoft account that made the purchase. Ubisoft describes these order-history routes for Ubisoft Connect PC and the Ubisoft Store:
- In Ubisoft Connect PC: Open your profile and account management, then select Payment and subscription → Orders and refunds. Open the order details and choose Ask for a refund.
- On the Ubisoft Store: Open your profile and select My orders. Choose the order, then select Ask for a refund.
- Follow the prompts to choose a reason and refund method, then confirm. Ubisoft says it sends a confirmation by email.
Ubisoft Help’s published policy says a qualifying digital PC game bought from Ubisoft can be requested for refund within 14 days of purchase, provided it has not been played for more than two hours. Those are Ubisoft’s stated policy thresholds, not a universal legal deadline or a guarantee that every purchase qualifies. Ubisoft also says customers may use a withdrawal form or contact it directly, and that statutory rights are not overridden by the policy.
Products the policy excludes
Ubisoft’s policy identifies certain immediately delivered digital products as final and not refundable through that policy, including consumables, downloadable content such as expansions and season or year passes, in-game currency, and purchases made in an in-game store. It also says a refund may not be available for a game from which the player has been banned or where Ubisoft believes its terms or refund policy have been abused. These are Ubisoft policy statements; they do not establish the rules for another retailer or determine every consumer’s local legal rights.
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Refund method and timing
Ubisoft says processing can take up to a few days, depending on the refund method. For some prepaid methods and regions, a refund may be issued as a Ubisoft Store voucher, subject to restrictions, rather than returned as cash. Check the policy and checkout region that apply to your order before relying on a particular method or timeline.
If you bought the game from another store
Submit the refund request to the retailer where you made the purchase, following that store’s policy and process. Ubisoft lists Epic Games Store, Nintendo eShop, PlayStation Store, Steam, and Xbox Marketplace as examples of external retailers. A purchase from one of these stores will not be handled through Ubisoft Store order history.
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- 2,670 in-game credits for Tom Clancy’s Rainbow Six Siege.
- Use these credits in-game to purchase the newest Operators, uniforms, weapon skins, charms, and more!
- R6 Credit code will be delivered via email from Amazon and redeemed in the Ubisoft Connect launcher
Have the retailer’s order details available when you contact it. Ubisoft’s cited guidance does not set a single refund procedure or eligibility rule for those separate storefronts.
Report an unauthorized Ubisoft Store charge
If you do not recognize a Ubisoft Store transaction, contact Ubisoft as soon as possible and also contact your bank or payment provider. Ubisoft asks for these details:
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- 7,560 in-game credits for Tom Clancy’s Rainbow Six Siege.
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- R6 Credit code will be delivered via email from Amazon and redeemed in the Ubisoft Connect launcher
- The email address for the affected Ubisoft account
- The transaction ID
- The amount charged
- The date and time of the transaction
- The full name associated with the payment method
Keep the order confirmation and relevant account or transaction records available. For a query other than an unauthorized charge, Ubisoft’s published pages do not establish one required evidence checklist for every case.
Contact Ubisoft about an account issue or lock
For an account problem, use Ubisoft Help’s online contact flow. Ubisoft says its Discord and X support cannot handle account-related requests.
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- Visa Virtual eGift Cards are designed for online use only. Gift Cards are subject to Terms and Conditions: a.co/5bw3qXJ
- When you access your Visa Virtual eGift Card for the first time, you’ll need to register your name, address, phone number, and email address via activationspot.com. These details should also be used as your billing address for online purchases, as many merchants require address verification for purchase authorization.
- This Visa Virtual eGift Card is non-reloadable. No cash or ATM access. Visa Virtual eGift Cards are emailed active.
- Funds do not expire but your Visa Virtual eGift Card has a ‘valid thru’ date (9 years from date of purchase). If funds remain after this date has passed, please call the Toll Free number found on your Visa Virtual eGift Card for a replacement card. A one-time purchase fee applies at the time of checkout.
- This item is not eligible for refund, resale, or return. Available for sale within the United States only. Not available to residents of Puerto Rico, Hawaii, New Mexico, South Dakota, West Virginia and the US Virgin Islands.
Appeal a permanent account lock
If you believe a permanent lock is mistaken, contact Ubisoft through the applicable appeal or support flow with the sanctioned account username and your reason for appealing. Ubisoft warns that repeated or abusive contact does not help and that appeals may be ignored after a final review.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.When the issue is a formal legal dispute
A refund request or support ticket is not the same as a formal legal claim. Ubisoft’s US Store Terms of Sale provide for contacting customer support about an order or those terms and describe a Notice of Dispute process for certain claims related to those terms or products. The document applies specifically to US Store terms and products; it does not establish a process for every Ubisoft service, country, retailer purchase, or kind of claim. If you are considering a formal dispute, check the terms that govern your purchase and location.
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- 16,000 in-game credits for Tom Clancy’s Rainbow Six Siege.
- Use these credits in-game to purchase the newest Operators, uniforms, weapon skins, charms, and more!
- R6 Credit code will be delivered via email from Amazon and redeemed in the Ubisoft Connect launcher
Sources and scope
This guidance reflects Ubisoft Help and Ubisoft US Store terms reviewed on October 8, 2026. Ubisoft’s refund request page was marked updated June 25, 2026; its unauthorized-purchase guidance was marked updated January 30, 2025. Support interfaces, policies, and terms can change, so check the applicable Ubisoft Help page or governing terms before submitting a request.
Quick Recap
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
