Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:31/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, so my problem is that when there was a recent password breach ** ** ******* *********, many of many accounts got hit by it as well, I recovered all of them except my Ubisoft account, even though I had it secured with two factor authentication, so I contacted Ubisoft regarding this, I emailed them first on June 26th, 2025, then after more than a week of no reply, again on July 5th, 2025 and after 3 weeks of no reply, I emailed them for the final time on July 26th, 2025. I have tried all the emails provided on their support forum, but no reply at all. **** ******* * *** ***** *** **** * ****** *** * *** *** ** * *** ** ***** ** ****** *** *** ******* ** ** **** ************ **** **** ** * ***** *** ** ****** ** *** *** *** *** **** ** ****** **** They haven't tried contacting me even once, *** ****** ** *** ****, their account recovery does not work, * ******* **** ** *** ****** ****** *** ******* *** ***** *** ***** **** ** ******* ** ******** ** *** * ****** *** ** **** ***** * **** ******** *** ****** * *** **** ******** ********* ********* *** ******** *** ******* ** ************* **** *** ******* *** *** ***** ** ** ******** ******* ** **** ** *********** ** *** *** ***** * ********* ** ***** ****** **** *** ****** ** ** ***** ******** ******* ******* ******* * ******** * ******* ***** ******* ******* * ********************* ******** ******* ******* * ****************

• Initial Complaint

  Date:25/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Ubisoft account was hacked, and I lost access. I submitted a recovery request through support and provided proof of ownership (including ***** purchase history of ubisoft games). Support acknowledged the case and said it was escalated to a specialized team, but I have received no updates in over a week.
  
  I have sent multiple follow ups and even posted publicly for help, but Ubisoft has not responded. Meanwhile, the hacker still has access to my account.
  
  Ubisoft continues to send account recovery and verification links to the hacker’s email address, the same person who stole my account. I’ve explained multiple times that I do not have access to that email and that it is not mine. Yet Ubisoft still asks if I can receive verification codes sent there, essentially requiring me to control the hacker’s inbox just to prove ownership. This makes recovery impossible and puts my account permanently out of reach, despite me being the original owner with valid proof. ********* ******* ******** ******* *********** *** ******** ****** **** ********** ********* *** ****** ** ********* ****** ** ****** ******* 

• Initial Complaint

  Date:18/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, i recently lost my ubisoft account to a hacker from vietnam. Tried to recover my account, but was unable because the hacker changed my email and password. Submitted a ticket with Ubisoft, they kept saying that arent capable of recovering my account due to security reasons lol. I sent concrete proof that it is my account, receipts, emails, screenshots with the dates. Nothing worked, after 5 tries to show them proof of ownership they say :
  
  " I appreciate that you are disappointed in the outcome of your request and you'd just like us to recover the account, especially since we have responded with by saying your username in the previous interaction. However, please understand that we will not be able to proceed due to security reasons even though we truly appreciate how much that you have shared with us, including all the information, receipts, username information, etc. even you have added additional images of the email receipts.
  * * **** *** ******* *** *** ****** * **** ** **** *** *****

• Initial Complaint

  Date:14/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a year ago, a bunch of my accounts were hacked and I lost access for a while. I did manage to recover most of them, but missed an email from Ubisoft for further recovering my account with them.
  
  I didn't realize this until I tried to play a game, and couldn't get into my Ubisoft account, so I checked my emails, saw I hadn't finished recovering it, but that the support ticket they had been working on last year expired. So I made a new support ticket to recover my account, but I did realize that since my **** account is still linked, when I launch a game through there, it logs me in and I can see some of the account information.
  
  Support said they cannot help me because they cannot verify the ownership of the account, but the only way they have asked for me to verify that it's mine is by getting me to sign in into it, which I can't do because it was hacked. I asked if there was any other information I could provide, such as transaction dates for the games purchased, or if there was someone else in their company that could help, or a supervisor I could be escalated to, but all I got in return was a copy pasted message telling me they can't help.
  
  Until today, when I got a reply from their support team with the same message, but more polite. I thought maybe it had been escalated or something, since it had been a little while since I'd heard back, but when I replied to their message, I got a message from their email postmaster that an admin has blocked my message.
  
  I would like my account, and if I can't get the account, then the games back since it has been a bunch of money spent over the years. *** *** **** **** ***** ******* ** ********** ********* *** *** ** ***** ** *********** ** *** ********** *** ****** **** ***** ******* ****** ** *********** ** *** ******** ** ******** **** ***** ** *** **** ********* ****** ******* ** *** **** *** ** ** ****

• Initial Complaint

  Date:08/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got hacked yesterday, and a hacker changed the email associated to my Ubisoft account. But for their ******* "security" reasons, I can't change it back because it was recently changed!!!!!!!!
  
  And I can't change my password because it sends an email to the new email that the hacker changed it to!!!!!!
  
  I can't even close my account because it sends an email to the new hackers email, additionally, the hacker has 30 days to reopen the account.
  
  I do have access to my account because I linked it to my *********** account, but I can see the hackers email address and it won't let me change it back to mine.
  
  ********** **** *** ******** ** **** **** **** ***** *** * **** **** ****** **** ****** **** *** ** ****** ** ********* **** ** *** *** *** **** ********* **** *** ***** ******** ********* * **** **** **** **** **** ****** **** ****** ** *** ***** ******* ***** ******* ***** * ****** ******* ***** ******* ** ******* **** *** **** ***** *** *** **** ******** * **** * ***** **** ***** *** ******* *** **** * **** * ***** **** ** *****

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my ubisoft account was hacked and the the password and email was changed. so i went through ubisoft support and was told since i cant verify im the owner of the new email (email changed by the hacker) there is nothing they can do and then closed my support ticket. i have reciepts and ID for the account but they wont use it

• Initial Complaint

  Date:26/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Ubisoft has recently been hacked in the case of a malware attack. I have attempted to provide sufficient prove towards Ubisoft and I have had no progress. * **** ******* *** ** ** ***** ** ******* **** ***** ** **** **** * *** ****** ******* ***** **** * *** ***** **** ** **** ******** * *** ******* ***** *** ***** ***** ** ** ******* ** *** ******** ****** ******* *** *****. The hacker has changed the email nad password of the account, and after contacting ubisoft support, they require me to verify that I own the account by using said email which was changed, which leaves me at a dead end. Please help. In Essence, I would like Ubisoft to change the email address of this account and revert the access of the account to its rightful owner, which is me.

• Initial Complaint

  Date:25/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Ubisoft account was compromised and when support was contacted, they stated that "there is no information that will allow us to confirm the ownership of this account." I had sent them all the evidence they asked for. I provided screenshots of linked accounts, and evidence of past ownership, but still access to my own account was restricted. ** ** ********* ********** **** ******* ***** *** **** *** ********* *** ****** ******* ****** ********. I have previously spent money on the account aswell. I clearly showed access to the xbox account that was LINKED to the ubisoft account I was attempting to recover. The email to my ubisoft account was changed, and 2 factor authentication was enabled, which locked me out of the ubisoft account. Any sort of phone call or real way to prove my original ownership was ignored, and after weeks of sending a support ticket, they simply replied saying that they could not prove it was mine. **** ** ************* ******* *** *********** ****** *** ******** ** ***** ********* ** ******* *** ******* ** *** *** *** **** ****** ** ****** ******* ***** **** ********* ***** **** **** ******** ** **** ***** **** ****** **** ***** ******** *** ***** ********** ** ******* ******** **** ** ** ********* ****** ******** *** ** *** ******* ** ******* ******** I have been attempting to regain access for over a year, but still am unable to access my own account.

• Initial Complaint

  Date:25/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/05/2025 My Ubisoft Account was hacked. The Username of this account names is ******* with the previous Aliases Going by ******* also, with the original email of the account being ********************. ** ** *** **** *** I came back **** ** ******** one day and went home to hop on ***** **** ** ****. To be greeted with an email saying my account information has been changed. I went to go try change my information to the account just to find out my email is no longer linked to set account due to the fact all my information was changed. I then put in a support ticket to Ubisoft just to get the message "We recently tried to verify this account but some of your information is missing or incomplete", and I filled out the ticket with all the information I had and extra. I was very unsatisfied with the results i got and lack of service done with my case. I put in the tracking number below proof of Purchase of ***** on that Ubisoft account and I've also added a lot of screens shot of proof of purchases that have order numbers, Ubisoft ticket cases and proof of my account information being changed. My Desired settlement is for Ubisoft to revert the email change and restore my access to the account. **** ***** ****** ** **** *** ***** ** **** **** **** *** ** *** ** ** **** ** * **** ** * ***** ** ** ***** *** ** *** ***** ** ***** If theres anymore information you need me to provide ill gladly do that

• Initial Complaint

  Date:20/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently an account of about 5 years with Ubisoft has been hacked and I am no longer able to access it. I have in the past purchased multiple games from Ubisoft and made a handful of in-game purchases summing up to a respectable amount of money. After many days of communicating back and forth with the support of the company, no progress was made to receive the account back. Multiple attempts to retrieve the account has lead to the case being closed by what seems to be an automatic messaging system (At some point a strike was given and said it would be 1 of 5 for simply replying to a closed case trying to understand why it was closed). The instant denial of support with no reasoning is especially frustrating given the account can be deemed as valuable in more ways than just the money spent on it. I have provided them more than enough info to know that I do in fact am the owner of this account. I have all the back and forth emails, screenshots for proof of ownership (Ubisoft in the past sent emails to my original account with the username of the account), videos for proof of ownership (Clips of the account being used by me), and any other element necessary to the retrieval of the account. The best possible resolution for this scenario is to revert the hacked email back to the original email.