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Update, October 18, 4.59pm:
Ubisoft has sent us a clarified statement, which is as follows: ‘We are aware that a limited number of people may have encountered some issues while cancelling their UPLAY+ subscription, and the impacted players will receive a full refund. Additionally, a small number of users were impacted by payment related issues that may have led to suspension of their account. We’re working to quickly resolve and encourage users with any issues to contact customer service. At Ubisoft we’re committed to delivering a positive experience for all players so we are moving quickly to improve the service.’
Update, October 17, 5.38pm:
Ubisoft has released a statement regarding the problems that Uplay+ users are reporting. ‘It has come to our attention that a limited number of people may have encountered some issues while cancelling their Uplay+ subscription. Players who have been impacted will receive a full refund,’ it said. ‘At Ubisoft we’re committed to delivering a positive experience for all players so we are moving quickly to improve the service.’
Original story, October 16, 4.41pm:
Uplay+ subscribers are reporting that Ubisoft’s subscription service is charging them multiple times in the same month, suspending their subscriptions, and that there are issues changing the account’s attached credit card information (via GamesIndustry.biz).
Taking a look at Ubisoft’s official forums as well as the Uplay subreddit, it is clear that this is not just a few isolated cases. Subscribers have found that their service has been suspended without reason and access to Ubisoft’s collection of games has been denied, even though payment has been taken. Some stories claim that this is happening in the first few days of their subscription and the users can’t figure out how to fix it.
Others have said that their card has been charged multiple times in one month for the monthly service, and some have experienced card holds that extended more than a week. Taking matters into their own hands, subscribers have tried to change the account’s attached credit card information to resolve the issues. But, it turns out that this isn’t possible and users have reported an inability to remove or change the attached credit card.
Additionally, Uplay+ appears to have a bug that randomly changes credit card expiration dates, causing failed payments and suspended service. Ubisoft has advised affected subscribers to submit a ticket to its support team, and has provided a stickied forum post with problems and solutions. However, users are complaining that the supplied instructions are not working, unfortunately. The reports seem to stretch back to early September — when Uplay+ was launched — and Ubisoft has said that it is ‘identifying and resolving’ the ‘high impact issues’.
Uplay+ is priced at £12.99 per month and offers access to its collection of classics and new releases. To be charged multiple times in one month is pretty pricey, and it is hoped that the out-of-pocket subscribers are able to access the service in full and are refunded for the erroneous payments.