Top 10 FAQs
How can I contact Customer Support?
You can contact our Customer Support by clicking on “Customer Support ” in the drop-down menu at the top right corner or on the Contact Us hyperlink text in the footer of the page. Please, avoid creating multiple tickets regarding the same issue and keep in mind that every message resets the ticket waiting time, thus delaying our response. Therefore, submitting multiple messages without our reply is not recommended, as this will most likely extend the response time.
What should I do in case of a forgotten password?
If you forgot the password to your YUPLAY account, you can press “Forgot Password?” and follow the instructions to restore it. Soon you’ll receive a “Forgot Your Password” email. Click the link inside to create a new password.
Can I get a refund?
You can get a refund only if the key you purchased has not been revealed to you. This means that in your library under the product you purchased, there should be a button with text “SHOW KEY”. Otherwise, if the button shows the actual digital code/key then it has already been revealed to you and you are not entitled to a refund.
If the product you require a refund for is a bundle, then all keys in the bundle must not be revealed to you. For more detailed information, please check our Terms & Conditions.
NOTE: In case you paid for your order in YU Coins balance (no matter if partially or fully) then you can only get a refund in balance added to your account. No refund in money to your bank card is possible.
Why is my order delayed?
Usually dispatching an order should take no more than 15 minutes after completing it, but in some cases it can take up to 45 minutes. However, there are many possibilities for a delayed order, ranging from technical issues to security reasons. Regardless, your first step should always be to check the order status in the “My Orders” section on the Profile Page and act in accordance with what the aforementioned status says. We apologize if you are experiencing such a delay, but you may rest assured that your key will be sent shortly. You will get a confirmation email as soon as your order is complete.
What does it mean that the game is EU, US, CA, EMEA, LATAM, etc.?
These abbreviations indicate regional restrictions for the offer. EU stands for Europe; US for the United States; CA for Canada; EMEA for Europe, Middle East, and Africa; LATAM for Latin America. Products labeled with those can only be activated in the specified regions. ‘Global’ products can be activated anywhere in the world. In addition, you will find the details regarding any restrictions in the description of the product.
Can I cancel my pre-order?
In accordance with our Terms and Conditions, any pre-order can be canceled anytime up to 3 days prior to the date of the game release (unless any activation key associated with the product is released in advance). Refund requests filed within the last 3 days may not be accepted.
How can I register my Affiliate Account?
You are automatically registered for our Affiliate Program by registering to YUPLAY. Just keep in mind that the revenue from the Affiliate Program is not paid out or withdrawn in money, but can only be used for purchasing products on YUPLAY.
Issues with a code (invalid or duplicate)
This usually means that your code is not recognized by the platform. First, you have to ensure that you are on the correct platform (Steam, Uplay, Origin, etc.). Also check if you are entering the code correctly - try to retype the code and look for any possible typos. You can use the ‘Activation Details’ tab in the product description for reference. If the problem persists, please make sure to contact our support team.
Here are the main reasons why the code could show as 'duplicate' when redeeming it:
- • Someone has found and copied your code and redeemed it before you used it;
- • The developer has withdrawn the game from Steam or canceled very old and unredeemed keys - that’s why you should activate a game as soon as possible, because the older a key gets the less likely it will be to solve a possible problem with the key;
- • Our system has incorrectly supplied you with a duplicate key.
Please contact our support team.
To speed up the process, please send us a screenshot of the error you get with your code. Don’t crop or edit the image.
How do I activate a CD Key?
To activate your game just go to the product page and click on the "Activation Details" tab to see a guide about the process for the specified platform. Alternatively, you can go to our Activation Details pages, where you can read the activation details for all gaming platforms.
When can I expect my pre-order to be delivered?
You can rest assured that the activation key will be delivered no later than the release day. Please, keep in mind that there may be embargos or other rules in place preventing the distribution of the products before the release date. Release dates tend to differ based on the region. YUPLAY follows the EU release dates for all products.