Ubisoft refund/inquiry method: Distinguish between Ubisoft Connect purchase and subscription

This is information for those who would like to receive a refund for games or items purchased from the Ubisoft Store. First, check the actual seller of the receipt and follow the steps to submit it to the account you purchased it from. We've even outlined how to inquire when you don't see the refund button and how to check the results.

1. Check if my purchase is eligible for a refund

Official support notes that for eligible PC digital games purchased directly from the Ubisoft Store, you can generally request a refund within 14 days of purchase and no more than two hours of play. Please check the exclusion conditions for each product and the availability displayed in the order details. Just because it's in the Ubisoft Connect library doesn't mean it's a Ubisoft Store purchase.

2. Changes by game, DLC, and subscription

Ubisoft games purchased on Steam or Epic will be requested from the relevant retailer. DLC, virtual currency, consumables, pre-ordered products, and physical products may each have separate conditions. Ubisoft+ subscriptions are subject to cancellation of auto-renewal and return of any fees already charged. Your legal right of withdrawal based on your region should be checked against the terms of sale and your account country, and the game's 14-day/2-hour timescale should not be copied directly into your subscription.

3. Materials to prepare before application

Order number, payment date and time, product name/edition, amount/currency, actual payment destination, account country, execution/use status are organized in one note. If there is an error, write down the error code, when it occurred, and what action you have already tried. Attach only the part of the receipt screen that shows your account email and order to official private inquiries and do not post it in public comments.

4. Proceed with refund application step by step

1. Log in with the account you purchased from the Ubisoft official site.
2. On the store web, go to Profile in the upper right corner → My orders. To purchase Connect PC, use the path on the top left: Profile → Account management → Payment and subscription → Orders and refunds.
3. Read the current support terms in the official Requesting a refund on the Ubisoft Store document.
4. Select View order details → Ask for a refund, select a reason, and press Continue. Select a return method from How would you like to be refunded? and submit with Confirm.
5. If the direct application function is not available or an error occurs, select Purchase/Payment Issues in Ubisoft Help and contact the relevant order.
6. Save your receipt number and check your account order status and email response. After approval, the original payment method is checked for cancellation.

5. When it is not on the list or the money is not visible after approval

The client's cumulative play time and actual purchase date are important. If you have issues linking to a different account or a different purchase location, you may need to inquire about linking your account first. Please include the edition, main game/DLC, order number, and platform in your inquiry to avoid confusion with other products with the same name. If you submit with an account other than the one used for payment, we may not be able to retrieve your order.

6. Contact customer support

On the Signed in Support screen of Ubisoft Help, use the submission method provided for your current account country. If you check the terms in the original document but there is no button on your order, send us the on-screen message and payment receipt. If customer support asks for additional information, answer the existing case number and do not post the entire personal receipt on a public bulletin board. If the answer determines that the product is excluded, we will ask specifically what conditions apply.

7. Inquiry that can be rewritten as is

The sentence below is an example of an inquiry message sent to customer support and is not a method of bypassing approval. Replace the parentheses with actual information and erase anything that does not apply to your situation. In particular, whether it is used or when it is first run is stated truthfully.

Title: [Ubisoft Store] Purchase Refund / Payment Inquiry
Order number: [Order number on receipt]
Product Name/Edition: [Game / DLC / Subscription Name]
Purchase date/amount/currency: [Date and actual amount]
Purchase place/account country: [store and country]
Run/Use: [Play time / Not used]
Problem: [When it occurred and the actual reason]
Actions already attempted: [Actions and Results]
Request: [Refund availability / Confirm order / Check processing status]
Existing application number: [Enter if available]

8. Check after submission

Save the application completion screen and confirmation email and check the status of your request first. Reviewing, approval, rejection, and waiting for payment company reflection are different states. If denied, check what conditions were applied and supplement the original request as new evidence becomes available. Even if a refund is approved, check separately whether automatic renewal has been canceled. The process is completed by confirming the final return method and changes in game/item usage rights.

Source and verification criteria

Written by the TroubleMaker operations team based on the original instructions confirmed on October 7, 2026. The images below are schematics I created to explain the procedure and are not actual account screens or proof of application completion. Menu names and terms of provision may vary depending on account country, product, or update, so please check the original page as well.

Ubisoft Store Official Refund Application Guide

Ubisoft Official Customer Support

Ubisoft Terms of Sale