Business Profile

Video Game Services

Ubisoft Entertainment, Inc.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

2,890 total complaints in the last 3 years.
2,120 complaints closed in the last 12 months.

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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:10/18/2025
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 on October 10th and the associated email address was changed without my authorization. Despite opening multiple tickets (latest reference: Case ********) and providing irrefutable proof of ownership (detailed purchase receipts, last four digits of bank cards used, old password, and 2FA info), I have only received generic, cut-and-paste responses. It has now been 8 days that I have been locked out of my account, and the Support Team refuses to confirm the suspension of the account, exposing my investment and data to potential harm from the hacker. The lack of concrete action and the failure to manually verify my identity, despite all the evidence provided, clearly shows a disregard for customer security. I demand the immediate restoration of my account. Desired Resolution: Immediate restoration of my account to my personal email and confirmation that the account has been secured. User name: devilhedi
Business Response
Date: 10/20/2025
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: 10/20/2025
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,

**** Bounaouas
Initial Complaint
Date:10/15/2025
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.
Hello, I recently submitted a request through Ubisoft's self-serve portal to recover my account, which was hacked 2 weeks ago, It has not been any update after I sent 2 follow-up emails regarding the problem.1. The date of the request submitted: Oct 6, ******. Case number: ******** I want to recover my account, it literally takes forever for Ubisoft team to get back to me.
Business Response
Date: 10/20/2025
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: 10/20/2025
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:10/13/2025
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 lost access to my Ubisoft account after it was hacked, and despite providing ownership proof, Ubisoft support has not resolved my issue. Ive submitted multiple tickets with no progress. I am requesting that my account be restored or for Ubisoft to provide a formal explanation and resolution.
Business Response
Date: 10/14/2025
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 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.

Thank you for your patience and understanding.

Kind regards,
Ubisoft Support
Customer Answer
Date: 10/14/2025
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,

**** ********* Estrobo
Initial Complaint
Date:10/11/2025
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: Ubisoft Account Hacked and No Resolution from Support Message:Hello,I am submitting this complaint regarding Ubisofts lack of proper support in recovering my compromised account.I am the legitimate owner of my Ubisoft account, which I created using the email *********************** Recently, my account was hacked the hacker changed the email address, password, and enabled two-factor authentication without my consent.When I tried to access Rainbow Six Siege via Steam, I received an error stating that the linked Ubisoft account had changed. Thats when I realized my account had been compromised.I immediately contacted Ubisoft Support and provided multiple proofs of ownership, including:Original Ubisoft username and recent username Ubisoft Account ID Steam ID and purchase receipt of Rainbow Six Siege Screenshot of my original account creation confirmation email Despite submitting this evidence, Ubisoft Support continues to claim they cannot verify ownership. They escalated my case to their Specialized Team, but it has been over 24 Days with no progress or resolution.I have spent money on Ubisoft games and deserve access to my account or, at the very least, an acknowledgment of my verified ownership. Ubisofts response has been extremely slow and unhelpful, leaving my account and personal data compromised.I kindly request BBBs assistance in having Ubisoft properly review my case, verify my ownership based on the evidence I have provided, and restore access to my ********** ********************** Support Ticket Number: ******** Name: ****** **** Email: ******************** Location: ***** Thank you for your time and help in resolving this matter.Sincerely,****** ****
Business Response
Date: 10/14/2025
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 on case 24471276.

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: 10/15/2025
Better Business Bureau:

Subject: Issue Resolved Ubisoft Account Recovered
Hello,
I wanted to provide an update regarding my previous complaint about Ubisoft. I am happy to inform you that I have successfully regained access to my Ubisoft account.
The issue has now been resolved, and I appreciate the BBBs support and attention to my case. Please consider this matter closed.
Thank you once again for your assistance and for helping ensure a fair resolution.
Best regards,
****** ****
Email: *****************************
Ticket/Case Reference: ********
Initial Complaint
Date:10/10/2025
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.
Hello,I'm writing this complaint to recover my Ubisoft account which was been taken over; with Ubisoft not trying to recover it ** deeming me not the owner of my account despite crystal clear proofs of the ownership of my ********** account got hacked on April 25, 2025. I opened many cases which an AI responded with the same reply " We were unable to verify you as the owner of the account" without any verification process, it asks me that they have sent a verification email to the email associated with my stolen Ubisoft account which is the hacker's email; when I reply that I'm unable to do so as the current email associated with my Ubisoft account is the hacker's email. I receive the reply above.I also previously filled a BBB complaint, which ended in not resolving the issue. Please check complaint #*********** should have everything.They said in this previous complaint that my case is being investigated by their specialized team, and still I haven't received any response from them, but an AI telling me to wait for their response.I request only for my account to be recovered and its email restored to the last one which is ******************** Thank you for your comprehension and please hurry as it's been months and i'm trying everything to recover it.Sincerely,Amdjed Kh
Business Response
Date: 10/14/2025
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: 10/20/2025
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,

Amdjed Kherchouf
Initial Complaint
Date:10/08/2025
Type:Product Issues
Status:
AnsweredMore 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 filing because my Ubisoft account received a permanent ban on October 8, ************************************************************************* unauthorized tools. I submitted a ban appeal through Ubisofts help portal (Ticket ref:!00D3001aepT.!500Rl0slmgU:ref) and received an automated denial within less than 2 minutes that did not appear to include a manual review. I have repeatedly reopened the case and supplied evidence, but I have only received automated responses.I have attached: the ban notification, screenshots of the automated denial, and proof of hardware purchase.Requested resolution: Please assist by asking Ubisoft to escalate this to a human Player Safety / Anti-Cheat review and either (a) reinstate my account if no evidence of cheating exists, or (b) provide the detection logs used to justify the ban. If reinstatement is not possible, I request a refund for purchases associated with this account.Thank you. I am happy to provide any additional documentation.
Business Response
Date: 10/10/2025
Hello,

Thank you for reaching out to Ubisoft Support through the BBB!

After an investigation was conducted regarding your ban, it was confirmed that the code of conduct was breached. Therefore, the ban was unable to be lifted from your account. Please keep in mind that Ubisoft Support has no ability to overturn a ban placed on your account following the denied appeal.

We are not able to share any further details concerning your ban, aside from those provided when the ban took place, in order to maintain the integrity of our internal systems.Ubisoft takes great care in ensuring that its games are fun, fair and friendly throughout. We take a firm stance against violations of the Code of Conduct (*******************************************************************************************************),and take the preservation of our gaming environment very seriously.

If you have any other questions or need further assistance, please don't hesitate to contact us.

Kind regards,
Ubisoft Support
Initial Complaint
Date:10/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 a long term account holder with **********************. I have purchased many games and content through Ubisoft, but now all of a sudden they have required me to add a phone number to my account for verification. The thing is that their website will not add my phone number or my wifes phone number, and when I contact them about this issue all I get is an automated email saying to try again at a later date or try again different number. They are nullifying my purchasing by locking me out of content I previously paid for.
Business Response
Date: 10/09/2025
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this issue has been and I sincerely apologize for any stress it has caused.

If you could please open a case with our Customer Support agents so that we can gather more details and look into this issue, that would be very helpful. Sadly, the information provided on this ticket did not lead to any existing cases with our support teams.

Create a Support Ticket through this website: ************************************************;

If you scroll down to the bottom of the page, you will see an option that says Contact Us, click here to create your case.

For account recovery, use the form in the link below:
******************************************************************************************************************************

In your case, please include any screenshots or videos of the issue you are experiencing in game so that we can begin our investigation as quickly as possible. If you currently have a case open with Ubisoft Support, please reply with your case number.

Again, I sincerely apologize for any frustration this issue 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: 10/09/2025

Complaint: 23986579

I am rejecting this response because: that is the same exact thing I have done eleven times and the only thing I got was an automated email saying go to the website and try adding a different phone number. Ive tried three different phone numbers and it says the exact same error and when I start a support case I get an automated email saying to go try a different number or try again later.

Sincerely,

****** *****
Business Response
Date: 10/14/2025
Hello,

Thank you for your reply.

We're sorry to hear your issue hasn't been resolved yet and apologize for your recent experience with us.

Your feedback has been marked as a complaint and will be forwarded to our internal teams.

Unfortunately, we cannot manually override the error you are experiencing in adding your phone number as a recovery number for your Ubisoft account. We can only recommend to try again with another phone number, or again at a later date. It is important to note that repeated attempts in a short period of time may result in complications in adding a recovery phone number.

Please note that support via BBB does not have access to the tools necessary to make changes to a Ubisoft account.

Kindest regards,
Ubisoft Support
Initial Complaint
Date:10/07/2025
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, the email was changed and have been constantly in touch with their customer support to regain access back to the account but have not been getting any replies to my emails as of late regarding how long it will take them. My personal information is on the account and this is a breach of data privacy act.
Business Response
Date: 10/07/2025
Hello,

Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery 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 on case 24228044.

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: 10/07/2025
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:10/07/2025
Type:Product Issues
Status:
AnsweredMore 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 lost access to the email address tied to my Ubisoft account. I contacted ********************** Support and provided all requested proof of ownership, including transaction receipts and associated Xbox account information. Despite this, their system repeatedly sends automated responses, closes my case without review, and refuses to verify ownership even though Ive proven it with receipts and platform linkage.I have contacted Ubisoft Support multiple times (Ticket #********), providing receipts and personal verification. However, I only receive automated template replies stating they cannot verify ownership. My ticket was closed without resolution.
Business Response
Date: 10/08/2025
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.

We have reviewed your submission and can confirm that your Ubisoft Support case ******** has been escalated to our internal account team for review. We ask that you check for updates on your case through the Ubisoft Support webpage for the response from that team, as that information would not be forwarded to the BBB platform.

Thank you for your patience and understanding.

Kind regards,
Ubisoft Support
Customer Answer
Date: 10/08/2025

Complaint: 23981951

I am rejecting this response because: My issue remains unresolved because I still do not have access to my original Ubisoft account, *****, which contains all of my game progress and purchase history.
To clarify:
Account Username: *****
Xbox Gamertag: Hellrazorkind
Original Email (no longer accessible): *******************************
I have provided a 2018 Ubisoft Support email from **** *. @ Ubisoft Support confirming that my Xbox Gamertag Hellrazorkind was directly linked to this okk40 account. This is verified proof from Ubisofts own system.
I am requesting that my new case #******** be escalated to an Account Recovery Specialist for a manual verification and ownership recovery of the okk40 account.
Please keep this BBB complaint open until Ubisoft confirms recovery or provides a clear verification path.

Sincerely,

******** ******
Business Response
Date: 10/14/2025
Hello,

Thank you for your reply.

We're sorry to hear your issue hasn't been resolved yet and apologize for your recent experience with us.

Your feedback has been marked as a complaint and will be forwarded to our internal teams.

Unfortunately, we cannot take steps to overturn or reverse a decision made in your account recovery request through this platform for security and privacy reasons.Players must submit this request through the Ubisoft Support website for additional support.

Please note that support via BBB does not have access to the tools necessary to determine ownership of a Ubisoft account.

If you've already submitted a form, one of our agents will contact you as soon as they've had a chance to review the information. Please note that submitting additional forms will not expedite the process.

Kindest regards,
Ubisoft Support
Initial Complaint
Date:10/07/2025
Type:Billing Issues
Status:
AnsweredMore 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 fully compromised most if not all the information is changed and i have provided multiple pieces of evidence proving im the orginal owner of the account and they have yet to respond with a helpful email they tell me to verify an email that i have no access to and at this point they have stopped responding to me as a whole.
Business Response
Date: 10/08/2025
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.

We have reviewed your submission and can confirm that your Ubisoft Support case ******** has been escalated to our internal account team for review. We ask that you check for updates on your case through the Ubisoft Support webpage for the response from that team, as that information would not be forwarded to the BBB platform.

Thank you for your patience and understanding.

Kind regards,
Ubisoft Support
Customer Answer
Date: 10/08/2025

Complaint: 23981917

I am rejecting this response because: i have been trying to get my account back for the better half of three months now and they have been of absouletly no help i dont want to wait for a response from an old case i want to talk to an agent who works with support

Sincerely,

******* ******
Business Response
Date: 10/14/2025
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

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This business has 1 alert

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Ubisoft Entertainment, Inc. is NOT a BBB Accredited Business.