Complaints

This profile includes complaints for Ubisoft Entertainment, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ubisoft Entertainment, Inc.

  625 3rd St San Francisco, CA 94107-1901

• 

  Ubisoft Entertainment, Inc.

  5505 boulevard Saint-Laurent, #2000 Montreal, QC H2T 1S6

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:08/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Ubisoft wont help me recover my account, the email was changed Ubisoft Support Ticket: ******** Gave me no way to verify that its my account I have proof to show its my account

  Business Response

  Date: 08/03/2025

  Hello,
  
  Thank you for contacting Ubisoft through the Better Business Bureau. We understand how concerning this situation with your account must be, and we sincerely apologize for any inconvenience or stress it may have caused.
  
  Due to privacy and security protocols, we're unable to assist with account recovery through this platform. To proceed, we kindly ask that you submit a request via the official Ubisoft Support site. Even if you've already tried once, submitting the account recovery form again will allow our team to properly investigate and support you: *********************************************************
  
  We truly hope you're able to regain access to your Ubisoft account soon.
  
  Kindest regards,
  Ubisoft Support

  Customer Answer

  Date: 08/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 my Gmail account was hacked. This led to multiple gaming platforms being hacked as well. Of all the platforms hacked (Steam, Epic games, an attempt at *********) the only one I'm unable to regain access to is my 5 year old Ubisoft connect profile. The profile was created using my Xbox with the same email I have now. The profile has never changed emails in 5 years of use. A plethora of purchases have been made both on Xbox and PC (Steam) which were linked to the account prior to the hack. I have receipts of purchases , made from the accounts that share the same email and username as my Ubisoft connect account. I have provided them with these screenshots, my own personal information, my address, everything plausible to regain access yet they still say it's not enough information. To make matters worse it is impossible to buy some of the add on content for an account unless you have it linked to a Ubisoft connect account , so it would be impossible for the account to not be mine. They can see the purchase dates from my account (including an ongoing membership) and align that with my payment method and easily see it was unlinked by the hacker when he swapped my primary email. They won't tell me what more information they need but I'm assuming it is access to an email that was added just yesterday to a 5 year old account that once again hasn't had a single email change in 5 years. I'd like to seek a refund for all purchased content since apparently the account is not mine and used my payment methods to purchase content if restoring access to my account is not possible. I'd like to add the email correspondence between myself and Ubisoft support were made using the original email that was associated with the account , that is another factor they should be able to observe.

  Business Response

  Date: 08/05/2025

  Hello, 
  
  Thank you for contacting Ubisoft Support via the BBB. We are truly sorry to hear about the issues that you are experiencing with your account recovery request. 
    
  Your Ubisoft Support case is still being actively investigated, but sadly we don't have any new updates to share with you at the moment. We can only recommend you to please be patient and check your case regularly for updates and further communication from our internal teams. 
  
  Thank you for your patience and understanding. 
  
  Kind regards,  
  Ubisoft Support 

  Customer Answer

  Date: 08/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, in the event that they are able to recover my account. Otherwise I'm in the same position as a consumer. I will not know until I receive a response from Ubisoft concerning updates. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Company Name: Ubisoft Entertainment Inc.Complaint Subject: Lack of support / refusal to restore hacked account Problem Description:My Ubisoft account has been compromised (hacked). Despite providing clear evidence of ownership (purchase receipts, screenshots, email history), Ubisoft Support has refused to restore access.For weeks I have received only automated responses, and my tickets are closed without ************* a result, I have lost access to all my purchased games and my personal data associated with this account.Steps Taken:Contacted Ubisoft Support multiple times through their support portal Submitted all requested evidence (invoices, screenshots, IDs)Received only automated responses, with tickets being closed without any proper review Desired Outcome:Restoration of my legitimate Ubisoft account OR a full refund of all purchases linked to that account A clear written response from a qualified support agent Additional Information:Ticket number(s): ********, ********, ********, ********, ********, ******** Date of first contact with Ubisoft Support: 28.07.2025 Email address of affected account: *********************

  Business Response

  Date: 08/01/2025

  Hello, 
  
  Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  
  
  Upon investigation of your case and account I see that our Support team has been able to complete your request.   
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  
  
  Kindest regards, 
  Ubisoft Support  

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Nikolai *******

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date: July 30, 2025 Affected Email: *************************** Company: Ubisoft Transaction Date: November 27, 2024 at 11:21 PM Amount: USD $6.39 Im reaching out to urgently request assistance with recovering my Ubisoft account. On November 27, 2024, I made a legitimate purchase of USD $6.39 through my account linked to ***************************.However, in the early hours of July 30, 2025, my email was compromised by an unauthorized third party. This individual gained access to my Ubisoft account and changed both the email and password, completely locking me out. I am now unable to access the account connected to my *********** 11:48 AM the same day, I submitted multiple support tickets to Ubisoft explaining the issue and offering to provide screenshots and proof of ownership. Unfortunately, the response I received was:"Don't worry, I completely understand that you don't have access to the email address associated with your Ubisoft account. However, to assist you further, I will send an email to the inbox of your Ubisoft account. Find it and follow the link to verify your email address shortly and confirm account ownership. Stay alert and let us know once youve validated your account."This response is not helpful in my situation: the hacker changed the email, and I have no way of receiving or validating that message.Therefore, I urgently request an alternative method to verify my identity, recover my account, and safeguard my personal information. I am willing to provide all necessary evidence to support my claim.Sincerely,***** del ********

  Business Response

  Date: 07/31/2025

  Hello,
  
  Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your account recovery has been and I sincerely apologize for any stress it has caused.
  
  Your Ubisoft Support case ******** has been updated with a determination on your account recovery request. Please see the update there.
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kindest regards,
  Ubisoft Support

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Del ********

• Initial Complaint

  Date:07/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 account was hacked and the email and password were changed on the 27th of July, I reached out immediately for help getting access back but was declined help from ubisofts support multiple times, I provided proof along with screenshots and still wasnt able to get help, the solution they offered literally made no sense as they wanted me to log in to verify Im the owner of the account yet the log in was changed so that was impossible for me to do, I have took to the internet and people have said they used the BBB to get their account back. Any help would be appreciated, *** had the account for about 10 years maybe more and Id like it back as Ive spent lots of money and time using there services.

  Business Response

  Date: 07/31/2025

  Hello,
  
  Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your account recovery has been and I sincerely apologize for any stress it has caused.
  
  Your Ubisoft Support case ******** has been updated with a determination on your account recovery request. Please see the update there.
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kindest regards,
  Ubisoft Support

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:07/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 am an active-duty member of the *********************** and was recently deployed when I had to temporarily return to ***************** due to a death in the family. During this time, someone exploited Ubisofts account recovery system and gained unauthorized access to my long-standing Ubisoft account (username: *********, registered under ********************************).Despite multiple support tickets submitted upon my return, Ubisoft has failed to restore my account or acknowledge the breach properly. Ubisoft granted the intruder access to my account, where they linked their own PlayStation (which I do not own) and used the Xbox alias Moons Batman. I have never authorized any device or platform linkage aside from my Xbox.Additionally, my credit card, which was linked to the account, has been continuously charged for a Ubisoft+ subscription, the most recent being on July 10, 2025, despite the account being in someone elses possession. I also had over $1,000 in digital purchases across eight years, including currency, progress in *** Clancys Rainbow Six Siege (where I had achieved a *** ****), and other titles. All of this has been effectively stolen due to Ubisofts failure to secure user data.I have documentation, screenshots, and account history to support my claim, yet support has failed to take meaningful action. As of July 22, 2025, my account appears to have been permanently reassigned to someone else, without verification or follow-up from Ubisoft to me, the rightful owner.

  Business Response

  Date: 08/01/2025

  Hello, 
  
  Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  
  
  Upon investigation of your case and account I see that our Support team has been able to complete your request.   
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  
  
  Kindest regards, 
  Ubisoft Support  

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My account was recovered and I now have access.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 got compromised. Someone logged in from ********, disabled my 2FA, and suddenly changed the email address to my account. This happened just an hour ago. I quickly contacted Ubisoft's customer support to recover the account, but because the hacker changed the account's associated email address, I can't get a password reset email nor a recovery email from support. I've sent them a bunch of proof that it's me, and despite telling them about how it's rather strange that I've suddenly logged in from ********, suddenly decided to disable my 2FA and change my password, they refuse to acknowledge that it's in any way suspicious. Which is ridiculous. I've attached screenshots of some proof. If you were working in Ubisoft's customer support, and you came across an account that suddenly logged in from the opposite side of the world and immediately changed emails and disabled 2FA, wouldn't you think that's suspicious? Ubisoft thinks otherwise.

  Customer Answer

  Date: 07/30/2025

  I got the account back, I managed to make some noise and that got Ubisoft's attention. I'm not sure if it's this or something else that got their attention, but I'm thankful that Ubisoft finally listened and responded to me. This complaint is no longer needed.

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 June 23rd my Gmail account was hacked and the hacker managed to hacked serval accounts whereas ubi account was one of them. The ****** managed to change my email address password and deactivated 2fa of *** account. When I contacted ubisoft support regarding the same they told me to click on a verification link which will be sent to now associated email address however that email is of hacker's and there is noway for me to click on the verification link. I had explained the all of these to ubisoft but they refused to listen to me. I have all proof of ownership of ,y account even all these emails where hacker logged in from my account. I just want my ubisoft account back. Otherwise I want to purse a legal case. Im attaching the screenshots as proofs and the digits are my case number.

  Business Response

  Date: 07/31/2025

  Hello,
  
  Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your account recovery has been and I sincerely apologize for any stress it has caused.
  
  Your Ubisoft Support case ******** was updated after the creation of this ticket with a determination on your account recovery request. Please see the update there.
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kindest regards,
  Ubisoft Support

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.
  

  U people can clearly see in screenshot that login was from SA ******* and not from *****. I've already attached these screenshot before i dont know why you all wont review them more importantly I still have my cell phone number link with my ubisoft account which ********** u can send me a verification there i can tell u the code again.
  

  Sincerely,
  
  Tanishq Kethwas

• Initial Complaint

  Date:07/29/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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, 2 months ago a hacker got access to my Gmail, thru it he hacked all of my Game Launchers, I got ALL of them back in less than 5 days but only Uplay is still being stubborn and sending me AI responses. I'd like for a REAL person to review my appeal, I've been on Uplay since ******* and been playing Rainbow 6 Siege since Alpha/Beta of 2015, got plenty of valuable in-game items as well. Thank you.

  Business Response

  Date: 07/31/2025

  
  Hello, 
  
  Thank you for contacting Ubisoft Support via the BBB. We are truly sorry to hear about the issues that you are experiencing with your account recovery request. 
    
  Your Ubisoft Support case 24142707 is still being actively investigated, but sadly we don't have any new updates to share with you at the moment. We can only recommend you to please be patient and check your case regularly for updates and further communication from our internal teams. 
  
  Thank you for your patience and understanding. 
  
  Kind regards,  
  Ubisoft Support 

  Customer Answer

  Date: 07/31/2025

  Very well, I'll be patient. Hopefully this mess finally gets resolved, thank you.

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Subject: Complaint Regarding Ubisoft Account Hacked and Poor Support Dear Better Business Bureau,I am writing to formally file a complaint against Ubisoft concerning the security and customer support related to my ********************** account, which was hacked without my consent.Despite providing Ubisoft with all necessary information to verify my ownership, including proof of account creation date, previous passwords, and account activity details, Ubisoft has refused to restore my account or provide any satisfactory resolution.This situation is extremely frustrating as I have lost access to my purchased games and in-game content due to their inadequate security measures and poor customer service response.I kindly request the BBBs assistance in resolving this matter and urge Ubisoft to take responsibility for protecting their users and delivering proper support in cases of account compromise.P.S. I have provided some of the proof I have already sent to Ubisoft Thank you for your attention.Sincerely,ILYES BELHADJ **********************

  Business Response

  Date: 07/30/2025

  Hello,
  
  Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with accessing your account has been and I sincerely apologize for any stress it has caused.
  
  Upon investigation of your case ******** and account I see that our Support team has been able to complete your request. 
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kindest regards,
  Ubisoft Support 

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ilyes Belhadj