Game won't authenticate, Ubisoft support unhelpful

[Chungus Khan]

Hi,

I bought the game months ago but installed it and tried to play for the first time yesterday. When trying to start through steam, ubisoft connect fails to authenticate the game and gives an error message. When I run the .exe directly, I'm taken to a page to enter the activation code but I cannot find the code anywhere. Ubisoft support insists that the game is activated on a second ubisoft account because of the error, but I only have the one account and this is the first time I'm trying to run the game.

I've tried the steps outlined in other threads, including reinstalling the game, steam, and ubisoft, but nothing seems to work. There is seemingly no option in steam to view the key or activation code.

Can anyone help me locate the activation code or figure out how to get the game to run?

Longing for the days of old when you could play single player games offline without needing to link to every account and app on the planet.

thanks!

[animal_PLANET]

Is all the DLC enabled if you go to steam library>Odyssey>properties>DLC? Make sure its all checked. As one of them is to prove full game ownership. Once all are enabled re-verify game files. Anything missing will be re-acquired.

Once that is complete try to launch the game via steam. It should than set up everything automatically for you with Ubisoft Connect. If it asks you for login info, make sure to use the same account you signed in with before and your steam account is linked.

If someone else shares your computer or there was another login made before yours it could cause a discrepancy. So check to see if it activated under their account.

If the steps above does not work ask Ubisoft for more help as you do own it on steam. Which you can also prove with your account purchase history and getting the receipt. So they should be able to fix this for you. Keep trying. GL!

[Chungus Khan]

Thanks for the suggestions! I've already tried verifying after making sure all the DLC are checked. There are no other accounts that could have been logged in on my PC, so nothing to try there unfortunately. They've been terribly unresponsive but I'll keep trying with Ubisoft.

[76561199207007716]

Hey there Noah&Aidan, thanks for getting in touch about this. I want to assure you we will thoroughly investigate the problem from our end. I understand that you have mentioned already talking to Support which I would assume is through a case, therefore I would recommend that you continue that case as we will be able to delve further into what might be causing the authentication error. Should you have further questions regarding this or anything else, please don't hesitate to let us know.

animal_PLANET - thanks for helping out here!

-Ubisoft Support

[Chungus Khan]

Originally posted by Ubi-Gizmo:

Hey there Noah&Aidan, thanks for getting in touch about this. I want to assure you we will thoroughly investigate the problem from our end. I understand that you have mentioned already talking to Support which I would assume is through a case, therefore I would recommend that you continue that case as we will be able to delve further into what might be causing the authentication error. Should you have further questions regarding this or anything else, please don't hesitate to let us know.

animal_PLANET - thanks for helping out here!

-Ubisoft Support

I appreciate the suggestion but Ubisoft support has been entirely unhelpful. The only thing they say is to repeatedly insist that the game is linked to a second Ubisoft account, but I only have the one account and this is the first time I'm trying to play the game, so that cannot be true.

[animal_PLANET]

Originally posted by Noah&Aidan:

The only thing they say is to repeatedly insist that the game is linked to a second Ubisoft account, but I only have the one account and this is the first time I'm trying to play the game, so that cannot be true.

Did you purchase the game thru steam, thru a reseller, or was it a gift?

Have you asked Ubisoft support what the second account name is? Can you sign into your primary Ubisoft Account? When trying to sign in did you select forgot password and tried other emails you may have used?

If Ubisoft support cant get this solved for you the next thing you can try to do is dispute the purchase thru steam refund or contact steam support directly. Tell them the issues you are having with game and it wont authenticate with Ubisoft Connect.

Even if you have over 2 hours playtime or it has been over 2 weeks since purchase they may make an exception in a case like this and refund your account.

Lastly, if all above does not work and you purchased game with a credit card. You can dispute the charge on the account. The bank should than contact you. Explain your situation and they should than credit your account and will deal with steam or reseller directly. However the bank may still reach out to you if needed.

[Chungus Khan]

Thanks animal_planet! None of these steps worked so I've disputed the charge. Thanks for trying anyway

[76561198868205544]

Originally posted by Noah&Aidan:

Thanks animal_planet! None of these steps worked so I've disputed the charge. Thanks for trying anyway

Hey! Thank you for your reply. Rest assured we do still want to help you with this issue.

If you are have no success with your dispute please get back in touch with us directly.

Thank you.

animal_PLANET thank you for your help as always!

- Ubisoft Support