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If a game is missing from your Ubisoft Connect PC library, first make sure you are signed into the Ubisoft account where it was activated or redeemed. Then clear the client cache and restart Ubisoft Connect. If the game still does not appear, contact Ubisoft Support with a screenshot of proof of purchase. If you expected access through Ubisoft+, check whether that subscription is active.
Why is a Ubisoft Connect game missing from my library?
The most important distinction is whether the game is missing as an account entitlement or whether a game that is already listed has a problem with its installed files. Ubisoft says its games and in-game content are linked to the account on which they were activated or redeemed. A game redeemed on a different Ubisoft account will not appear in the account currently signed in.
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A missing library entry is therefore not, by itself, evidence that the game has been deleted or that its files need repairing. Start with the account and the client’s library display; use file verification only when the game is listed but will not start or is crashing. Ubisoft’s guidance for these issues is in its article on a game not appearing in Ubisoft Connect PC.
There are a few different situations that can look similar at first: a game may be attached to a different Ubisoft account, access may have come from Ubisoft+ rather than a purchase, or a listed game may have a file or startup problem. Those cases call for different checks. The fact that a game is absent does not establish which explanation applies, so work through the account and access checks before changing installed files or reinstalling the client.
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What should I check before troubleshooting?
Identify how you obtained access to the game and which Ubisoft account was used. This determines whether to check a purchase or redemption account, an active subscription, or—if the game is already listed—its installed files.
- Purchased or redeemed game: Check the Ubisoft account used when the game was activated or redeemed. If you have more than one Ubisoft account, sign out and check the account associated with that transaction.
- Ubisoft+ access: Check whether the subscription is active. Ubisoft says Ubisoft+ access and perks are available while the subscription is active. This check applies when your access came through the subscription; it is not a fix for a separately purchased game.
- Game appears in the library but fails to launch: That is an installed-file or startup problem, not the same as a missing library entitlement. File verification may be appropriate in that case.
Think about the transaction or access route rather than just the computer where you last played. Ubisoft’s guidance ties a game and its in-game content to the account used for activation or redemption. If you used a different account when you first claimed the game, signing into another account on the same PC will not make that entitlement appear there.
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Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →Repair Windows errors before they cause bigger problemsFix Now →If you do not know which account was used, avoid assuming that the account currently signed in is the right one. Consider whether you have used multiple Ubisoft accounts and which one was associated with the purchase or redemption. If the game came through a subscription, first establish whether Ubisoft+ was the source of access; the subscription-status check is only relevant to that route.
How do I fix a game missing from Ubisoft Connect?
Work through these checks in order. The first two address the account and the client’s library display; if neither resolves the problem, Ubisoft directs players to contact Support with purchase evidence.
- Confirm the Ubisoft account. Check the account currently signed into Ubisoft Connect PC. If the game was bought, activated, or redeemed while you were using another Ubisoft account, sign into that account and check its library. Ubisoft links games and in-game content to the account on which they were activated or redeemed.
- Clear the Ubisoft Connect PC cache and restart the client. Follow Ubisoft’s current instructions for locating and emptying the cache folder rather than relying on a folder path from an old guide. Restart Ubisoft Connect PC after clearing the cache, then check the library again. Ubisoft notes that clearing the cache can help resolve some technical issues; it is not a guarantee that a missing entry will return.
- Contact Ubisoft Support if the entry is still missing. Attach a screenshot of proof of purchase, as Ubisoft’s guidance recommends. This is the next step when confirming the account and refreshing the client do not restore the listing.
- If access was through Ubisoft+, check subscription status. Confirm that the subscription is active. This is relevant only if the missing game was available to you through Ubisoft+.
Why this order? Account ownership is the first question because a game redeemed on another account will not appear in the current one. Clearing the cache is a client-side troubleshooting step that Ubisoft says can help with some technical issues. If those checks do not resolve the listing, Support can review the case with purchase evidence. Repeating file checks or reinstalling before clarifying the account does not answer which account holds the entitlement.
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When clearing the cache, use Ubisoft’s up-to-date client instructions to identify the right folder. Do not rely on a path copied from an old walkthrough, because the guidance here does not establish one universal path for every setup. Empty the cache, restart Ubisoft Connect PC, and then inspect the library. The restart is part of the recommended sequence: the point is to check the client again after the cache has been cleared.
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1Fix the driver behind crashes, sound loss and screen glitches2Clear out junk files and repair common Windows errors3Scan for outdated or missing drivers - takes under a minuteIf the entry remains absent, stop short of treating the cache step as proof of a permanent account problem—or as proof that the game is gone. Ubisoft’s guidance does not promise a particular cause or a guaranteed result from clearing the cache. Contact Ubisoft Support and include a screenshot of proof of purchase. The details of any individual case depend on the title, how access was obtained, the account involved, and any error or other symptom.
What if I expected the game through Ubisoft+?
Check whether your Ubisoft+ subscription is active only if the game was available to you through that subscription. Ubisoft says Ubisoft+ access and perks are available while the subscription is active. If the subscription is not active, that is an important distinction from a game you bought or redeemed separately.
Do not subscribe or renew simply to try to restore a separately purchased game’s account entitlement. The subscription check is conditional: it helps explain access that came from Ubisoft+, but the official guidance does not describe Ubisoft+ as a way to restore a purchase attached to an account. For a purchased or redeemed game that is missing, return to the account check and, if needed, contact Ubisoft Support with purchase evidence.
If you are unsure whether a title was purchased or accessed through Ubisoft+, determine which route applied before drawing a conclusion from its absence. The guidance does not establish that every missing listing means a subscription ended, or that every subscription-related issue is solved by changing the client. Check the active status when subscription access is the reason you expected to have the game.
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Should I verify the game files?
Not as the first response to a game that is absent from the library. Ubisoft’s file-verification instructions address games that crash or will not start. Verification checks an installed game; it does not resolve the underlying question of which Ubisoft account owns or has access to a missing library entry.
If the game is listed but has launch or crash problems, verification may be the relevant step. Ubisoft says that games owned on Steam or Epic Games should be verified in those launchers. Do not treat a successful file check as proof that an entitlement is attached to the Ubisoft account you are currently using.
Use the symptom to choose the right track:
- If the title is missing from the library entirely, focus on the Ubisoft account, the cache-and-restart step, and Support if necessary.
- If the title appears but crashes or will not start, use the file-verification guidance for that installed game.
- If the game is owned on Steam or Epic Games and the problem is with its installed files, verify it in the corresponding launcher, as Ubisoft directs.
These are related but separate problems. A game can be installed and still not be listed as an entitlement in the Ubisoft account you are viewing, and a title can be listed but fail to start. Verification is a tool for the latter. It is not a replacement for confirming which account activated or redeemed the game.
Should I reinstall Ubisoft Connect?
Reinstalling the client is a later troubleshooting step, not the first fix for a missing game. Before uninstalling, back up your save files. Ubisoft’s reinstall guidance also says the desktop client offers a choice to keep or remove installed games and local saves during uninstall, so read that prompt carefully before continuing.
Ubisoft’s procedure removes the cache folder before reinstalling. Use its current Ubisoft Connect PC installation and reinstallation instructions for the steps. Reinstalling is not guaranteed to restore a game whose entitlement belongs to another account; if the account and cache checks have not helped, contacting Support with purchase evidence is the more direct escalation.
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Take particular care with the uninstall choices. The prompt to keep or remove installed games and local saves matters: do not proceed without understanding which option you are selecting. Backing up save files first is the safer preparation recommended by Ubisoft’s reinstall guidance. The information here does not promise that a reinstall will recover a missing library listing, so treat it as a later client troubleshooting step rather than a way to transfer or recreate ownership.
Reinstalling also does not replace the account check. If the game was activated on another Ubisoft account, reinstalling the desktop client will not change which account holds the game. If the listing remains missing after checking the correct account and clearing the cache, use Support rather than repeatedly uninstalling and reinstalling in the hope that the entitlement will move.
Which fix applies to my problem?
| What you see | What to check | Next step |
|---|---|---|
| The game is missing entirely from Ubisoft Connect PC | Whether you are signed into the account used to activate or redeem it | Clear the client cache, restart, then contact Ubisoft Support with proof of purchase if it remains missing |
| You expected access through Ubisoft+ | Whether the subscription is active | Check subscription status; this applies to subscription access, not a separate purchase |
| The game is listed but crashes or will not start | Installed-file integrity | Use Ubisoft’s file-verification guidance; verify Steam- or Epic-owned games in their respective launchers |
| You are considering reinstalling the client | Whether local saves need backing up and what the uninstall prompt will keep or remove | Back up saves and follow Ubisoft’s current reinstall instructions |
The table is a routing guide, not a guarantee of what caused a particular problem. For example, a client cache issue and an account mismatch can both present as a missing listing, but they are not interchangeable diagnoses. A subscription check matters only when Ubisoft+ was the source of access. File verification matters when the game is already listed and has a launch or crash symptom.
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What should I send Ubisoft Support?
If the game is still missing after checking the Ubisoft account and clearing the client cache, contact Ubisoft Support. Ubisoft’s guidance recommends attaching a screenshot of proof of purchase. Use the support route for your case rather than relying on a reinstall or file check to establish ownership.
The official recommendation specifically mentions a screenshot of proof of purchase. It does not specify which alternative documentation Support might accept if you no longer have that proof, so do not assume a particular substitute will be sufficient. Contact Support and ask what documentation is available for your transaction. Keep the issue focused on the missing game and the account you checked; the details of a case may depend on which game it is, how you acquired access, and whether an error appears.
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If you cannot access the account where the game was activated or redeemed, Support is also the appropriate place to ask about that specific account and title. Ubisoft’s guidance explains that entitlements are linked to the account used, but it does not describe a general account-transfer procedure. Avoid assuming that a purchase can be moved between accounts without case-specific help.
What should I avoid doing?
- Do not assume the account currently signed in is the account that owns the game. A title redeemed on another Ubisoft account will not appear in this one.
- Do not rely on file verification to restore a missing entitlement. It is for a listed game with file, crash, or startup trouble.
- Do not uninstall before considering saves and installed games. Back up saves and pay attention to the keep-or-remove options in the uninstall process.
- Do not buy a subscription to try to recover a separately purchased game. Ubisoft+ status matters only if that was the source of your access.
- Do not assume a cache clear or reinstall will definitely bring the listing back. Ubisoft says clearing the cache can help with some technical issues, but does not promise it will solve every missing-game case.
- Do not treat a missing listing as a file-corruption diagnosis. File verification is for a game that is present but crashing or failing to start.
If the game remains absent after checking the correct account and clearing the client cache, the cause may depend on the particular purchase, redemption, or account. Ubisoft’s official guidance is to contact Support and provide a screenshot of proof of purchase; neither cache clearing nor reinstalling can be promised to restore every missing listing.
Frequently Asked Questions
Can Ubisoft Support help if I no longer have the purchase receipt?
Ubisoft’s guidance asks you to attach a screenshot of proof of purchase, but it does not specify what alternative evidence Support will accept. Contact Support and ask what documentation is available for your transaction.
Does a Ubisoft+ subscription restore a game I bought separately?
The subscription check is relevant when your access came through Ubisoft+. Ubisoft describes subscription access as available while the subscription is active; it does not identify Ubisoft+ as a way to restore a separately purchased game’s account entitlement.
Can I move a game from one Ubisoft account to another?
The support guidance establishes that games are linked to the account where they were activated or redeemed, but it does not describe an account-transfer process. If the game is attached to an account you cannot access, ask Ubisoft Support about that specific account and title.
Will clearing the Ubisoft Connect cache delete my game or saves?
Ubisoft says emptying the cache can help resolve some technical issues, but its guidance does not promise that doing so will restore a missing entitlement. For a later client reinstall, Ubisoft recommends backing up saves and says the uninstall prompt offers choices about keeping or removing installed games and local saves.
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Should I verify files if the game is not listed at all?
No. Ubisoft’s file-verification guidance is for a game that crashes or will not start. First check the account used to activate or redeem a missing game, then clear the client cache and restart; contact Support with proof of purchase if it remains absent.
The Bottom Line
For a Ubisoft Connect PC game missing from your library, check the Ubisoft account used to activate or redeem it, then clear the client cache and restart. If it is still missing, contact Ubisoft Support with a screenshot of proof of purchase. Check Ubisoft+ only if that subscription was your route to access; reserve file verification for games that are listed but crash or will not start.
