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Business Profile

Online Gaming

Ubisoft

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 52 total complaints in the last 3 years.
  • 43 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:26/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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:
    Unanswered
    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:
    Unanswered
    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:
    Unanswered
    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.

  • Initial Complaint

    Date:19/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 account was hacked and the email and password were changed, I put a support ticket in, but they insisted they didn't have enough evidence despite me giving them the email originally I signed up with, and account Id. I also offered to give them the email that the hacker used to reset my account's email, password, and remove my 2 step verification, but they just kept repeating "Unfortunately we are not able to verify the ownership of your account for the time being due to security reasons." I have asked what proof they need on multiple occasions but they have ignored the question and closed the ticket. The time the account was hacked was 5:55am Est on Monday June 16 2025 from an Ip that was never used before by me or the account itself. * **** ******** ***** ******** ** **** ******* ********** ********** ***** ** ***** ***** ********** ***** ******* ********** ***** ********* *** ********** ***** *** **** **********. I would like this resolved as soon as possible.

  • Initial Complaint

    Date:18/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    For the last 7 years I have been playing Ubisoft games using the same account "**********", it was originally linked to my *********** account and after moving to pc, I transferred the account to my other email * ******* *** ****************************. I no longer have access to this email and have been logged out of all instances of Ubisoft including my ***********. I do not remember the password as I believe it was an autogenerated one that I don't have access to anymore. I have had numerous conversations with Ubisoft support over the years regarding password resets and while the process was always ********* slow *** *******, I would always receive assistance with my account and would be able to re-obtain it. This time, however, I was told there are no steps that I or Ubisoft can take to verify my ownership of the account. That is completely false, I have numerous video clips from the time I was playing which show the username "**********". These video clips also include my voice and the voices of others which may be helpful towards identifying me as the rightful owner of the account. I also have emails sent to the email address ************************ (which I still have access to) that refer directly to my account statistics and username. * **** ***** ******** ** ******* ** **** ******* ********** *** ***** *** *** **** **** ******* ** ********** ** ******** ** ****** ** ** ******* ** ********** *********** ********** ******* *** ******* ******* ****** ********* ********* * ** ****** *** ********* *********** ** ** ******* **** ** *********** ****** ******. Ubisoft also has access to my previous support tickets which may be linked to an email I have full access to, some of the addresses that I have that may be associated with these support tickets ** *** *** **** ************************ *********************** ************************** ************* ******** *** ** ******* ****** ** ** ***** ******** ******* **** ******* **** *** ********** ******** *******

  • Initial Complaint

    Date:06/06/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 bought a game on my Ubisoft account. My account recently got hacked and I am unable to retrieve said account. I reached out to them saying they can’t do anything even when I provide them with emails and details on how I can prove I’m the owner of the account. They keep on saying they can’t prove it ***** ** ******** ** ***** ********* ****** *** ****** **** **** ***** **** ** ********* ********** ******* ** **** ******* ** ** ** ****** ** **** *********** **** * **** *** **** ** ****** * **** *** * ******* *** ** *** ******* ** *** ** *** ** ***** ************* *** **** ** ** ******** ** **** ***** ****** ******** ***** ******** ** *** ** **** ****** **** **** ********* ** ***** ******* *** *** ******* ** *** ****

  • Initial Complaint

    Date:05/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 June 4, 2025 (~6:52 PM CET) my Ubisoft Connect account (******** ***************** ******** ***** ***********************) was hacked.

    Within minutes I received four Ubisoft automatic emails:
    • Password-reset request
    • Temporary 2-Factor code
    • Email-change request
    • “New login from Vietnam * ** ***************”

    Although I was connected from my IP in Frankfurt, Germany **************, the attacker changed both my password and email and locked me out.

    I immediately opened case #Ticket: ******** with Ubisoft Support and offered:
    • Original password (******************)
    • Having access into my original email which registered on my lost ubisoft account (***********************)
    • Legacy username of my ubisoft account : *************** • **** External account linked : **************
    • ***** purchase receipts for *** ******** *** ******** * **** ***** ** *********** and other titles linked to the account
    • IP logs from my ISP
    • Government ID and in-game activity proof (***** ******** **** ****** ***********) who can Confirm these statements

    Ubisoft refused to restore my access, stating “unable to fully verify ownership” but did not request any additional documents and closed the case. Their response (********) left me without access to products worth ˜ USD 59.99 (******** ** ******** ********** **** *******) and years of progress.

    The company’s internal verification should not override the overwhelming evidence I offered. Closing the ticket without a path to escalate violates reasonable customer-care standards and effectively deprives me of the digital goods I purchased.

    I seek BBB assistance to compel Ubisoft to:
    1. Restore access to my original account OR migrate all licenses/progress to a new account under my control.
    2. If restoration is impossible, provide a full refund of the affected titles and in-game purchases (approx. USD 59.99).
    3. Review and improve their account-recovery procedure to protect customers from similar losses.

  • Initial Complaint

    Date:29/05/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 have had an account with the company of Ubisoft for the last few years. * **** ********* ******* ****** ******* ******** ******* **** *******. However the account was recently hacked, my email and password associated with the account was changed, hence I no longer have accessed to this account. I have filed multiple support tickets to Ubisoft, *** ** **** ** **** ** *********** they said they were able to verify that I was the rightful owner to this account and asked me to provide a new email address. But once I provided a new email address, they suddenly said now they can't verify that I am the rightful owner. This happened with multiple tickets. * ******* *** ********* ** ***** ******* *** ***** ** **** *** *** ** ***** **** **** ********* ******* *** *********** ** *** *** ********** My latest ticket case number is ********. I would like Ubisoft to provide actual support to help me recover my original account created using the email ******************** Please assist, thanks.

  • Initial Complaint

    Date:26/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 contacted Ubisoft to revert the changes that a hacker did to my account but sadly they gave me a lack of information and didn’t help my request in reaching out to you to see if you guys can help I have proof that I had access to my account the email the account used before I got hacked was ****************** and then I have *********** ******* account that is still linked and the user is ************** the hackers changed the email and password please help

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