A Ubisoft Connect reward usually fails for one of four reasons: the game does not offer rewards at all, the reward’s conditions have not been met, the Ubisoft account is not linked to the platform account you play on, or the Units have not posted yet. On PC, an offline or outdated client, an overlay problem, or security software can also block them, and a Ubisoft service outage can stop the client from syncing. Work through those checks in that order before you contact Ubisoft Support.
First, confirm the game supports Ubisoft Connect rewards
Open the game’s Ubisoft Connect menu and look for a Rewards tab. If that tab is missing, the game does not support Ubisoft Connect rewards, and no account or client fix will make it appear. Ubisoft’s console help article states this directly: “If the ‘Rewards’ tab does not appear, Ubisoft Connect rewards are not supported by your game.” (Ubisoft Help, Unlocking Ubisoft Connect rewards on console)
When the tab is present, the console redemption flow is:
- Open Ubisoft Connect from the game menu.
- Choose Rewards.
- Select the reward you want.
- Choose Get it.
Ubisoft says an unlocked reward should be available in the game the next time you launch it. If you have completed the reward’s conditions and it still does not appear after a relaunch, move on to the account and condition checks below.
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Check the reward’s conditions and account links
Some rewards are unlocked only after you complete a specified task, and some depend on a live-phase condition. Ubisoft’s challenges and rewards help article explains that conditions vary by reward, so read the requirements shown for the specific reward instead of assuming a general rule applies. (Ubisoft Help, Challenges and Rewards in Ubisoft Connect)
Account linking is the second common gap. Ubisoft states that the Ubisoft account must be linked to your platform accounts to access rewards across multiple platforms. If you earned progress on one platform and are now playing on another, confirm that both accounts are connected to the same Ubisoft account.
Allow time for eligible Units to post
Rewards are often paid in Units, the currency tracked in the Ubisoft Connect loyalty program. Ubisoft’s loyalty program terms, last updated in February 2025, say Units may take up to 48 hours after an eligible action to appear. That window applies to Units from a qualifying action. It is not a guaranteed wait for every reward or every kind of delivery problem.
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If the 48 hours have passed and the Units still are not there, the terms say that Units that were not properly accrued should be reported to Ubisoft Support promptly after the action. Waiting weeks before reporting makes the case harder to verify. (Ubisoft Connect Loyalty Program Terms & Conditions)
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Fix PC client and overlay problems
On PC, reward screens and the in-game overlay depend on the Ubisoft Connect client running correctly. Ubisoft’s overlay troubleshooting guide recommends four checks:
- Update Ubisoft Connect PC. An outdated client can fail to show rewards or overlay features.
- Confirm the client is not in Offline mode. Offline mode stops the client from reaching Ubisoft’s servers, so rewards cannot sync.
- Disable background applications. Other programs that draw over games can interfere with the overlay. Close them and test again.
- Check security software. Firewalls and antivirus tools sometimes block the client. Confirm that Ubisoft Connect is allowed through them.
(Ubisoft Help, Troubleshooting issues with the Ubisoft Connect PC overlay)
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If the client itself is damaged, Ubisoft’s installation guide covers reinstalling Ubisoft Connect PC. (Ubisoft Help, Installing or re-installing Ubisoft Connect PC) Reinstall only after the service check below, because an outage will look like a client fault.
Rule out a Ubisoft service outage
The error “A Ubisoft service is not available at the moment” means Ubisoft Connect PC cannot connect to Ubisoft Services. Ubisoft’s guidance is to check Ubisoft Help for ongoing outages or degradations first. If none are listed, follow the connectivity troubleshooting steps, which cover network and connection checks on PC. (Ubisoft Help, Error message “A Ubisoft service is not available at the moment” on Ubisoft Connect PC; Ubisoft Help, Troubleshooting connectivity issues on PC)
Step-by-step troubleshooting order
- Check whether the game shows a Rewards tab in the Ubisoft Connect menu. If it does not, the game does not support rewards.
- Read the reward’s displayed requirements, including any task or live-phase condition, and confirm the Ubisoft account is linked to the platform account you are playing on.
- If the issue involves Units from a recent eligible action, wait up to 48 hours. If they are still missing, contact Ubisoft Support and give the action and account details.
- On PC, update Ubisoft Connect, make sure the client is not in Offline mode, close background applications, and check that firewall or antivirus software is not blocking the client.
- Check Ubisoft Help for current outages. If the service is available and the problem continues, use the connectivity troubleshooting path or contact Ubisoft Support.
What to include when you contact Ubisoft Support
The loyalty terms state that Ubisoft may ask for reasonable documentation of a missing Unit claim. Public materials do not publish a single evidence checklist for every reward problem, so include the basics that let support locate your case:
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- The game and platform on which you earned or tried to redeem the reward.
- The reward name and the action or task that should have unlocked it.
- The Ubisoft account and linked platform account involved.
- The date and time of the action and when you first noticed the problem.
Limits of the published rules
Program availability is set by country. The February 2025 loyalty terms say the program is offered only where Ubisoft provides it, exclude Canada under those terms, and state that details may differ by country. Because the terms can change after their last update, check the current version linked above before relying on any eligibility statement.
Delivery also varies. Ubisoft says a reward may be delivered in the game or by email, depending on the reward, so check the individual reward’s details to know where to look.
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