Awesome! You have priority access

As one of our most loyal players, you have a direct line to our support experts.

Enter your phone number below and an agent will get back to you via text message shortly.

* Required Field

All texts are automated, subject to Activision’s SMS terms, and consent is optional, not a condition of purchase or use of Activision support or service. Message and Data Rates may apply. By clicking SUBMIT, you agree to the SMS terms and agree that Activision may send you text messages at the above number about your customer service request. By checking the box, you also agree that Activision may send you promotional texts at the above number.

Get promotional texts at the above phone number

Got it!

You’ll get a text from us shortly outlining next steps.


Our bad. We encountered a problem on our end. Please try again later.

Let us know your issue below and one of our top agents will get back to you via email as soon as possible.

* All fields are required.

A response will be sent to the email in your account.
Change my email address

We got your email!

One of our agents will review your message and get back to you via email.

Your case # is


Our bad. We encountered a problem on our end. Please try again later.


Known Issues in Call of Duty: Black Ops Cold War

A list of issues being tracked in Call of Duty: Black Ops Cold War

This page contains a running list of issues that have been identified or reported in Call of Duty: Black Ops Cold War and are either under investigation or scheduled to be fixed. Be sure to check back often as we'll continually update this page.


Known Issues

Issue Description

My Season Level rank isn't changing after I prestiged.

- All platforms

We’re investigating a visual error that occurs after prestiging. The level looks inconsistent in the After Action Report, but please note you are continuing to progress. The Season Level in the top right is accurate.

My COD Points are showing as negative.

- PC

We’re working to resolve an issue that was causing some players’ COD Points balances to appear as a negative number in Black Ops Cold War. This is a display issue; your COD Points balance should display the correct amount in other games.

My controller disconnected during Campaign.

- PlayStation 4

If you experienced controller disconnects while playing the Campaign, be sure to update the system software on your PlayStation 4 to 8.01 to resolve.

1. Select the Settings menu from the PlayStation 4 home screen.

2. Select System Software Update.

3. Install any available updates.

4. Follow the onscreen steps to complete the update.

My PS5 is launching the PS4 version of the game.

- PlayStation 5

If you have both versions of the game installed, your PlayStation 5 will default to launch the PlayStation 4 version of the game. Follow these steps to access the PlayStation 5 version of the game:

1. Go to your Game Library.

2. Highlight Call of Duty: Black Ops Cold War and press X.

3. Select the […] button to view options.

4. Select the PlayStation 5 version of the game.

My Xbox Series X|S is launching the Xbox One version of the game.

- Xbox Series X|S

If you purchased Cross-Gen or Ultimate Edition of Call of Duty: Black Ops Cold War, you own two versions of the game: one for Xbox One and one for Xbox Series X|S. Follow these steps to ensure you're playing the version of the game optimized for Xbox Series X|S.

1. Open your game collection.

2. Use the filer to select Optimized for Xbox Series X|S.

The optimized version of Call of Duty: Black Ops Cold War will also have an X|S logo on the game tile

I can’t see the 2XP Tokens I redeemed.

- All platforms

We’re actively investigating an issue where some players who redeemed codes for 2XP Tokens are not seeing them available to use in game.

My game keeps crashing in 4K.

- Xbox Series X|S

We’re investigating instances where some players are experiencing game crashes when running the game in 4K.

Workaround: In the meantime, try playing the game in 1080p.

I’m losing progress on my weapons and challenges.

- All platforms

We’re working to fix an issue where some players are seeing lost progress toward weapons and challenges when resuming from a suspended state. This is a visual error; your progress is not lost.

Workaround: Until this issue is resolved, try rebooting the game to see your progress displayed correctly.

I’m having performance issues with splitscreen.

- All platforms

We’re investigating reports that some players are experiencing frequent lag and game crashes while playing in splitscreen.

Resolved Issues


Controller disconnects on PlayStation 4

The PlayStation 4 System Software Update 8.01 included a fix to resolve controller disconnects.


Frame drops and lighting issues in Zombies

The November 20th update included stability updates to address frame drops and lighting issues.


Crashes in Onslaught

The November 20th update included a fix to resolve crashes while playing Onslaught on the Arabic or Russian versions of the game.

Looking For More Help?





Privacy Policy Update
We’ve updated our Privacy Policy. You can view the revised policy here. By continuing to use Activision’s websites, products or services, you acknowledge this revised Privacy Policy.