What am I saying that's wrong here?
Your Message:
Good afternoon,
I purchased this game two days ago, and then today you dropped the price 80%.
Can i get a refund of the difference or a refund of the whole thing so that I can repurchase it?
Order Number: 1055856767
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Ubisoft, 12 Aug 2026
Hi there,
Thank you for contacting Ubisoft Support and sharing your order number for review as well as sharing screenshots.
We understand that you would like to request a refund for the difference of your purchase for Assassin's Creed Odyssey or possibly a refund for your purchase from the Ubisoft Store as it seems the game's price had been dropped by 80% after your purchase and apologize for such inconvenience.
Please note that Ubisoft Support is unfortunately not able to alter charges already made and can understand any disappointment as Assassin's Creed Odyssey had recently been put on sale after your purchase.
We also understand that you would like to request a refund in order to repurchase your game, but we regret to inform you that we unfortunately will not be able to refund your purchase as it does not reflect with the Ubisoft Store policy.
Please note that to be eligible for a refund for your purchases from the Ubisoft Store. The refund request for your purchased game must be within 14 days from the purchased date as well as have less than 2 hours of game time.
Should you like to know more on the Ubisoft Store policies, please review our provided article:
We apologize for the inconvenience as we know that this had not been the outcome you were hoping for, but as we can not assist you with your request further, we will have to mark the case as closed.
However, if you have any more questions or other assistance needed, please do not hesitate to reopen this case or even open a new case.
Sincere Regards,
Ubisoft Support
I have not played that game more than 2 hours and I have owned it less than 14 days then I request that you refund me
Ubisoft, 12 Aug 2026
Hey there,
We understand that you have a request to refund Assassin's Creed Odyssey due to a price drop.
Thanks for sending screenshots of what you're seeing. In order for us to investigate the refund request, can you please send an uncropped screenshot showing the playtime for the game with the username visible? We appreciate it.
We look forward to hearing from you. Let us know if you have other concerns.
All the best,
Ubisoft Support
Here are the screen shots, the playtime is wrong, i purchased the game after stopping my xbox gamepass subscription. I have attached my save game files that show how long i played since purchasing the game
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Ubisoft, 13 Aug 2026
Hi
Thank you for contacting Ubisoft Support.
We appreciate you for the images provided.
In this case, we will unfortunately not be able to issue a refund for your order. This is because your order has already been completed and cannot be refunded. It is our policy to consider all sales of digital content to be final once the access time exceeds 2 hours, the request is made more than 14 days after the date of purchase, or if you purchase content for which you waive the right of withdrawal, such as consumables, digital console keys, downloadable content (e.g. expansions), in-game currency and purchases from our in-game stores. For more information, please visit our Digital Purchase Refunds page:
As it seems we have now addressed your concern to the best of our ability, we will be closing this support case. However, if you require further assistance regarding this matter in the future, you are welcome to reopen the case. For any other concerns or queries, please feel free to open a new case, and we will be happy to assist.
Thank you for your understanding and patience.
Best Regards,
Ubisoft Support.
I haven't played the game once I purchased it for more than 2 hrs. I have only played it for 58mins
The game is calculating when I played on Xbox game pass.
Look into this
Ubisoft, 13 Aug 2026
Good day
Thanks for patiently waiting for the response and for your understanding.
We see you have not exceeded the playtime after recent purchase and the time shown is from game pass.
We are very sorry, but the playtime has exceeded and we will not be able to fulfil your refund request.
As it seems we have now addressed your concern to the best of our ability, we will be closing this support case. However, if you require further assistance regarding this matter in the future, you are welcome to reopen the case. For any other concerns or queries, please feel free to open a new case, and we will be happy to assist.
Thank you for your understanding and patience.
Best Regards,
Ubisoft Support.
You just said I have not exceeded playtime, so please refund me.
I want a senior management support agent to take over this case.
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Ubisoft, 13 Aug 2026
Hello,
Thank you for contacting back Ubisoft Support
We understand that you would like a refund for your Assassins Creed Odyseesy due to price drop after your purchase. Please kindly note that we can't make adjustment on the prices, we also apologize as we can't escalate the case as per your request.
Upon review, we would like to inform that your purchase is not eligible for the refund as per our refund policy. For more information on this matter, you can see more on our article:
https://www.ubisoft.com/help/article/000062176
We apologize for any inconvenience caused by this, and we appreciate your understanding on this matter.
With that being said, we'll go ahead and close the case. However, please remember that you can reopen your case or create a new one if you need further assistance on this topic.
If you need further assistance, feel free to contact us at any time!
Kind regards,
Ubisoft Support
Please explain why the refund policy isn't working. It's 14 days or 2 hours of gameplay I have not played the game for more than 2 hours and you've even said so it has not been 14 days so why will it not refund.
This is not the type of support I would expect for someone who has been loyal Ubisoft customer for over 10 years
Ubisoft, 14 Aug 2026
Hi there,
Thank you for writing back to us to let us know how you feel about your refund request and how it was handled and ultimately denied for Assassin's Creed Odyssey.
We appreciate you for being a customer for over 10 years and we understand that you want an explanation on why you're not eligible for a refund even after confirming that you're within 14 days as shown in the images you provided.
To continue with our investigation, could you provide us again with an image of your playtime, in this case, make sure it is uncropped and your username is visible.
Using the information you'll provide, we will then examine your account so we can advise you with relevant steps to troubleshoot it or possibly escalate it for further review if applicable.
In the meantime, if you have any other questions or concerns, please don't hesitate to let us know.
Kind regards,
Ubisoft Support
Thank you,
I will send the screen captures, when I get home from work
Ubisoft, 14 Aug 2026
Hello,
Thank you for getting back to Ubisoft Support and I appreciate letting us know for the update when you will be sending it.
We are sorry to hear that you are having trouble with price of the Assassins Creed Odyssey on your account due to being discount after purchasing it 2 days ago. Let me help you with that.
Please send us the uncropped screenshot from the Ubisoft Connect PC showing the game along with the total time shown for us to investigate?
To take a screenshot, please check article here on how to take using your device:
https://www.ubisoft.com/help?article=000063164
Please check this article here on how to submit attachments:
https://www.ubisoft.com/help?article=000063176
We shall be waiting for your response.
If you have any further questions, feel free to re-open or create a new case and we will be happy to assist you.
Best Regards,
Ubisoft Support
Just to clarify this is not the correct playtime, see the attached images.
I have only played the purchased game for my save game time.
The play time is from gamepass from xbox
I started a new save with the new purchase
I want a refund of the discounted difference
Also i have been with ubi for 15 years.
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Ubisoft, 14 Aug 2026
Hello there,
Thank you for getting back to us.
We understand you would like a refund for the difference of your purchase of Assassin's Creed Odyssey or a full refund for the game.
We understand this can be frustrating and we apologize for any inconveniences this might have caused.
Thank you for providing the files requested in the previous email.
After careful consideration of your request we are unable to refund your purchase due to our store policy - https://www.ubisoft.com/help/article/000062176
We are also unable to provide a partial refund of the discounted price.
We would also like to point out that from the screenshot you provided your Playtime is 12 hours.
We understand that this is not the desired outcome, but our ability to accommodate your request is limited.
As your request has been processed I will go ahead and close this ticket. You can reopen the ticket at any time for any follow up questions or open a new ticket for a different issue
Should you have any more questions, please don't hesitate to contact us.
Kind Regards,
Ubisoft Support
you need to investigate this further and i want a senior support agent
This time is wrong as that is my time from gamepass
Your tech support even admitted that my play time is wrong in this chat
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Ubisoft, 14 Aug 2026
Hello,
Thank you for reaching back to Ubisoft Support. Regarding the refund request you have issued for Assassin's Creed Odyssey. We appreciate all the information and details you provided regarding the issue and providing a screenshot to help with the investigation.
After careful examination we have found that your order does not meet the requirements for a refund, to find out more about our refund policy kindly view this article > https://www.ubisoft.com/help/article/000062176
We truly get that this might not be the outcome you were hoping for, and we share your frustration. We really appreciate you taking the time to submit your request and your patience throughout this process.
Since we've reached a conclusion for this interaction, your case will now be closed. If anything else comes up or you have any further questions down the road, please don't hesitate to reach out. You can always reopen this case or open a new case on our support page.
Kind Regards,
Ubisoft Support
"You can request a refund for a digital PC game within 14 days of your purchase, as long as the game has not been played for more than two hours."
Playtime = < 1hr
Purchase = <14 days
show me why it cannot be refunded
a conclusion has not been reached.
"Good day
Thanks for patiently waiting for the response and for your understanding.
We see you have not exceeded the playtime after recent purchase and the time shown is from game pass.
"