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: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:07/29/2025

  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: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

• Initial Complaint

  Date:07/27/2025

  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 following up on my account recovery case, Ticket No. ********, which has been escalated to Ubisoft's Legal team. Despite providing full ownership proof, my account remains unrecovered since the breach on July 9, 2024 The account was originally created on September 30, 2024 under the username Koceilaa, later changed to Bravox6. The attacker changed the username again after the compromise. My account was linked to Steam (ID: koceilagb), Twitch (kocxila), and ******** (karakoceila). It was also secured with 2FA and linked to my phone ***************)The attacker accessed my account through malware that infected my computer and compromised my email. Once inside, they disabled 2FA, changed both the email address and password, and unlinked all connected platforms locking me out completely. Ubisofts notification emails confirmed the unauthorized login came from an IP address located in *********, a country Ive never accessed Ubisoft services from.For verification, I submitted complete billing information: the account was used to make purchases via ******, using a **** card issued by ********, with the last four digits 7806, under the name **** Koceila. The billing address is CITE 192 LSP BT D1-1 (CITE ****** ******), TIGZIRT, TIZI-OUZOU, *****, *******. I also created a temporary account ********* solely to reach Ubisoft Support after the hack.This case has now been open since July 13, and I have been more than patient throughout this time. *** consistently provided verifiable proof of ownership and remain fully available to provide any further documentation upon request.Unfortunately, the prolonged delay in resolving this issue has left my account exposed and at risk. Im extremely concerned about the potential exposure of sensitive personal information and unauthorized activity.Given the circumstances and the time that has passed, I respectfully urge you to complete the recovery process and restore access to my account as soon as possible.

  Business Response

  Date: 07/30/2025

  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 Ubisoft account.  
  
  Your Ubisoft Support case 24140564 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.    
  
  Thank you for your patience and understanding.  
  
  Kind 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 *for the time being* until they come through. Thank you for the assist, much appreciated.
  
  Sincerely,
  
  Koceila ****

• Initial Complaint

  Date:07/24/2025

  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.

  Hace alrededor de 2 meses mi cuenta de ubisoft a sido hackeada. He estado realizando varios formularios dentro de la pagina de ubisoft para recuperar mi cuenta y aunque mande innumerables pruebas de que la propiedad de dicha cuenta siempre me mandan el mismo correo automatizado de que no pueden verificar dicha propiedad. Tengo recibos de compras en ubisoft y diversos cdigos canjeados pero aun as siguen sin solucionar mi problema.

  Business Response

  Date: 07/29/2025

  Hello,
  
  Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your account has been, and I sincerely apologize for any stress it has caused.
  
  Unfortunately, we are unable to open or make any progress regarding the recovery of an account through this platform, for reasons of security and privacy of the information involved. It is necessary for the player to make this request through the Ubisoft support site.
  
  Please submit an account recovery form, even if you tried once already so that we can investigate this with you again: *********************************************************
  
  If you have already submitted a case with us, please review any updates on our Support website.
  
  I hope you are able to recover the Ubisoft account.
  
  Kindest regards,
  Ubisoft Support

  Customer Answer

  Date: 07/29/2025

  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,
  
  Ral ******* *****

• Initial Complaint

  Date:07/23/2025

  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 was hacked. The hacker changed all login credentials, including the email address.I contacted Ubisoft support multiple times and provided full proof of ownership, including:Original email: ******************** Username: mrwolfman007 Despite this, Ubisoft ignored my case or responded with generic answers, and my account has not been recovered.I believe this is unacceptable handling from a global company and poor consumer support. Related ticket numbers:Ticket #1: [24079283]Ticket #2: [24079391]Ticket #3: [24079529]I request your help to pressure Ubisoft to properly investigate my case and restore my account.Current contact email: *************************

  Business Response

  Date: 07/28/2025

  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: 07/28/2025

  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:07/23/2025

  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.

  I have been permanently banned from Rainbow Six Siege unfairly. It has been alleged that I have cheated by 'botting', though I have not. Despite claiming to have reviewed, Ubisoft have upheld the ban. It isn't clear how to escalate this as a complaint.I have no reason to cheat and believe that my account has produced a flase-negative through the use of anti-cheat software.I am a 43 year old with two young children and am affronted at being called a cheater. I have been playing video games for 35+ years and have never cheated.Due to having limited time to play games, I was keen to play this online with my friends but now can't. I am incredibly disappointed and frustrated at the way I have been treated.

  Business Response

  Date: 07/28/2025

  Hello,
  
  Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue with your ban in Rainbow Six Siege 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: 07/29/2025

  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.

  Thanks for supporting me with this issue. I believe there are severe problems with the anti-cheat software Ubisoft are using for their Rainbow Six Siege game, and this is generating false-positive results such as mine. With support from BBB, hopefully they will address this which will result in fewer complaints made.

  Sincerely,
  
  **** *********

• Initial Complaint

  Date:07/22/2025

  Type:Sales and Advertising 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 i am the original owner of a Ubisoft account that was recently hacked. Despite having 2-step verification enabled, the attacker was able to bypass security by compromising my linked email account, and then changed the email and phone number connected to my Ubisoft account.I provided ********************** Support with proof of purchase for ******** Motorfest, which I bought through **********. This Epic Games account was directly linked to my Ubisoft account meaning this transaction proves that I was using the Ubisoft account when the purchase was made.Ubisoft support has rejected my ownership claims, saying the verification is not useful, even though I provided a legitimate transaction receipt tied to their game, purchased under my name and email. They also mentioned a strike system due to my frustration, rather than trying to help recover my account or escalate the issue.I have now lost access to my Ubisoft account, purchases, and game progress. I believe this handling is unfair and fails to respect customer security especially for users who followed their 2FA process.I am seeking assistance from BBB to help resolve this case, recover access to my account, or get compensation for the digital products Ive lost. thank you in advance

  Business Response

  Date: 07/28/2025

  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

  Business Response

  Date: 07/28/2025

  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: 07/29/2025

  I am not satisfied with Ubisofts response.
  They claimed in their BBB reply that they updated Support Ticket #********, but I have not received any new email or update regarding my account recovery. Ive checked my Gmail inbox and spam folder there is no recent reply from them.
  I also tried reaching out again through the support ticket but received no response.
  I respectfully request that Ubisoft provide a proper update or resolution to my case.
  Thank you
  

  Business Response

  Date: 07/31/2025

  Hello,
  
  Thank you for your reply!
  
  In order to make changes to a Ubisoft account on a player's behalf, Ubisoft must first verify original ownership of the account in reference.
  
  In this case, we are unable to process your request as we cannot verify your ownership for the specified account.  We understand this may not be the resolution you were hoping for, and we thank you for your understanding.
  
  If you have any additional questions or concerns, we'd be happy to assist.
  
  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,
  
  Monquez *******