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:09/18/2025

  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.

  On September 8th, 2025, my Ubisoft account by the name of StiflingMocha got hacked into, and both the password and the email address were changed, leaving me with 0 access to the account. Now, I submitted a ticket to Ubisoft explaining the issue, which took them two days to tell me that they can't proceed any further, and that they have passed the issue to their specialized team (this was on September 10.) After they sent me that emailed, I have yet to receive any information by Ubisoft for my account, and I'm desperate because of how time-sensitive this issue is. I also have proof that I know the account, with multiple emails, and also the emails that I did not send to change my information, linked accounts, and other information relating to the account.

  Business Response

  Date: 09/22/2025

  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: 09/22/2025

  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:09/18/2025

  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 arrived home this afternoon at 8 pm and went to log into my account to find out my Ubisoft had been removed Ive had this account since *************************************************************** Ubisoft products when I found out I looked at my email and found out I had my email hacked which they used to reset my information for Ubisoft when I brought it up to Ubisoft that they have given access to my account to a unknown source they said there is nothing that can be done because they cannot verify Im the owner of the account even though the account was made with my private email that I own and my passwords but allowed whoever gain access to my account without verifying anything more then my email but when I try to verify the account it mine they want me to log into a play station account which Ive never owed a PlayStation so no PlayStation account should be on that account the concerning part to this is their security of our account which contact private information such as full names address birthdate sensitive information and Ubisoft willingly gave them access to my account and telling me Im unable to regain access to my account that Ive invested many hours and money into

  Business Response

  Date: 09/22/2025

  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 24460749 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: 09/22/2025

  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. I do request that my account be returned to its previous email and gamer tag iHat3reality and my username restored to unknown19k 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/17/2025

  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.

  Complaint Description:My Ubisoft account has been hacked and compromised. On September 15, 2025, I received multiple official Ubisoft emails notifying me of unauthorized changes to my account, including password reset, email change, and deactivation of 2-Step Verification. I also received a security alert about a login from *******, which I did not ************ a result, I lost access to my Ubisoft account. When I try to launch *** Clancys Rainbow Six Siege from my Steam library, I now receive an error stating that the game is linked to a different Ubisoft account.I have owned this Ubisoft account since March 23, 2020 and have made numerous purchases through my linked Steam account. I have already submitted Ubisoft security emails, Steam purchase receipts, and screenshots of my Steam account profile as proof of ownership in my recovery request to Ubisoft. Despite this, my account has not yet been restored, leaving me unable to access the products I rightfully purchased.Desired Resolution:I am requesting Ubisoft to verify my ownership using the evidence I have provided (Steam receipts, security emails, account history) and restore access to my original Ubisoft account.Ubisoft Support Ticket: #********

  Business Response

  Date: 09/22/2025

  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.

  Upon investigation of your support 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: 09/23/2025

  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:09/16/2025

  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 tried to change my email adress on ubisoft from and old deactivated email to the current one I use now. Going through ubisofts process I have unlinked my Xbox account and now I can't sighn in to ubisoft at all. I have provided my name the original email adress( they keep sending a verification code to) the debit card liked to the account, purchase history through ********* and bank statements, list of friends and even recent game invites from specific friends when I was logged in, a list of my password attempts to which i know for sure atleast 2 of them where previous passwords, and screen shots from when i was in my account last. They send me on an automated response loop saying they can't verify im the owner of my account despite all the proof all because I can't click a link they keep sending to a deactivated email adress. My previous email adress is ********************* and all i wanted to do was change it to *********************

  Business Response

  Date: 09/22/2025

  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. 
  
  Upon investigation of your support case 24433841 and account, I can 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: 09/23/2025

  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:09/15/2025

  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.

  Dear Better Business Bureau (BBB),I am writing to file a complaint against Ubisoft for unjustly permanently banning my account in the game *** Clancys Rainbow Six ******** account information is as follows:Account: ***************** Region: All servers (global)Game: Rainbow Six Siege Ban duration: Permanent Associated phone number: *********** I have never used any form of cheat or hack in the game. Despite this, Ubisoft has accused me of cheating and imposed a permanent ban on my account.I am a player based in *****, where purchasing game content often requires the use of third-party platforms due to regional restrictions. I suspect that this may have been mistakenly flagged as suspicious activity. I want to emphasize that I am willing to refund any problematic transactions and bear any associated losses. However, permanently banning my account is an excessive and unfair measure.I have made efforts to resolve this issue through Ubisoft's customer support but have not received a satisfactory response. Therefore, I am turning to the BBB for assistance in seeking a fair resolution.I kindly request that the BBB help mediate this matter with Ubisoft, so that my account can be reinstated and this misunderstanding corrected.Thank you for your time and assistance.Sincerely,

  Business Response

  Date: 09/16/2025

  Hello,
  
  Thank you for reaching out back to Ubisoft Support through the BBB
  
  Regarding your ban appeal, the investigations conducted by our game team confirmed that the sanction on your account cannot be lifted. Our rules are the same and apply to everyone. You are considered responsible for your in-game actions during your sessions, as indicated in our terms of use of our services. Please note that we cannot provide further information on this platform for this security reasons.
  
  If you have any questions, feel free to contact us back on our customer support portal. Thank you.
  
  Regards,
  Ubisoft Support

• Initial Complaint

  Date:09/12/2025

  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.

  For the past week or so, I've been trying to access an old Ubisoft account that I used back when I was younger. The email associated with the account is no longer accessible, and I made a request with Ubisoft to have it changed so that I can recover my account. I can log in through the "PlayStation" platform option; however, I cannot change the associated email because it keeps asking me to verify it, as I've mentioned, that email is no longer accessible. Thus, I cannot verify the account that way. The problem I'm having with Ubisoft is that after mentioning this to them multiple times within the same ticket, they refused to help me and closed the ticket without even asking for any other forms of proof I have.I have many receipts from the PlayStation account I used to make in-game purchases. But Ubisoft said after attempting to use "alternative methods" they concluded that they couldn't verify my identity and that they conducted a "thorough security review". I was completely out of the loop with this because they did not provide me with any alternative methods, nor was I made aware of any proceedings that went on with this security review. They are refusing to help me, and you will better be able to visualize what I mean with the attached screenshots. All I want is to have the current associated email on the account changed to one of my personal emails that I actually have access to. The Associated PSN account: ************; xEternal_HatakeX The Ubisoft Account: TJboy3

  Business Response

  Date: 09/17/2025

  Hello, 
  
  Thank you for contacting Ubisoft Support via the Better Business Bureau.
  
  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 

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23875312
  
  I am rejecting this response because: There are methods that I provided to try and help them verify that I am who I say I am, but they did not give me that opportunity. Additionally, there is no physical person to speak with, and they resort to automated bot replies, which is why many people consistently get repeated responses over and over. Ive resolved this issue on my end despite their lack of effort to support their customer. Thank you, ******************** for the assistance. This issue is resolved now. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 09/22/2025

  Hello, 
  
  Thank you for your reply. 
  
  For reasons of security and privacy of the information involved, we are unable to update you on the progress of your account recovery through the BBB platform. We can only recommend you to please be patient and check your open Ubisoft Support case regularly.   
  
  You can access the Ubisoft Support portal here: ************************************************************;
  
  If you are not able to view your case, please check if you have submitted an Account Recovery Form. If so, any case updates will be located in the email thread associated with the form. 
  
  Again, I sincerely apologize for any frustration this case has caused, and thank you for your continued patience in this matter. 
  
  Kindest regards, 
  Ubisoft Support   

  Customer Answer

  Date: 09/23/2025

  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, not because Ubisoft has resolved my request, but because they are incapable of providing the needed solution. So, please feel free to close this case, and thank you for your assistance. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:09/11/2025

  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.

  On the 26th of August 2025 my Ubisoft account was hacked whereby my password and email address were changed. I have sent Ubisoft 5 support tickets trying to get my account back, whereby they respond saying that I can't prove it's my account. I have my personal financial details linked on that account. I just want my account back and I am happy to prove it's my account, but they will see from the emails dated on the 26th of August at 18:13, that my email address was fraudulently changed.

  Business Response

  Date: 09/17/2025

  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: 09/17/2025

  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:09/11/2025

  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.

  I am being denied access to my Ubisoft account and the games I purchased. Ubisoft has blocked my email providers domain, confirmed directly by my provider. As a result, I cannot receive verification codes. SMS verification also fails.Ubisoft support has repeatedly closed my cases after sending me generic recovery instructions that require codes I cannot receive. I have explained this many times, but they refuse to escalate my case to the Account Recovery team, even though they admit manual review is possible.

  Business Response

  Date: 09/16/2025

  Hello, 
  
  Thank you for contacting Ubisoft Support through the Better Business Bureau.
  
  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:09/10/2025

  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.

  I loved to play R6 regularly for 5 good years now and had no issues with it nor Ubisoft as a whole. I recently had my account ************ on Ubisoft hacked into and i had all the bells and whistles you can think of for verification on my account such as 2 step verification, SMS verification and my email and password. The hacker took control of my email ************************ and got into my account and changed the email, password and disabled the 2 step and my SMS *************) in one fowl swoop. I contacted Ubisoft about this issue and i showed them my steam profile and id and my bank transactions i had used to buy credits in their game and their response was an AI and it said "we cannot verify your ownership of this account". I filed ticket after ticket get back my account and they have done absolutely nothing to get my account back. ********************** has done absolutely nothing to get my account back and i am livid because of it. I have spent HUNDREDS OF DOLLARS and thousands of hours on this game and they just turn a cold shoulder towards the afflicted user. I don't know how to proceed anymore because all i am getting is AI responses saying they cant verify ownership even though i showed them my Bank transactions and steam transactions. I don't know what else i can show them to prove ownership of my account.

  Business Response

  Date: 09/16/2025

  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  

• Initial Complaint

  Date:09/10/2025

  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.

  hello my email got hacked and the hacker got access to many of my passwords and to my accounts. after getting the hacker out of my email, i then have been recovering my lost accounts. everyone that i contacted to get my accounts back from where very helpfull and i got my accounts back within 2-3 emails. while ubisoft i have now over 20 emails with them. in the latest email they said that they were escalating the issue to the relevant team. the first account recovery request i sent were sent on the 23 of august and the message where they said they escalated the issue was on the 30 of august and now i have yet to hear back from them. i have tried to send them a new account recovery request, but i have not recieved any response from those either except that they have recieved the recovery request. case nr for the first request is ********, and for the second request i sent is ********. this is a complaint about their very poor and unhelpful customer support system, which does not seem to be able to recover my lost account. as i have seen online which many other have the same issue with ubisoft support. they only send automated responses and are very unhelpfull in recovering lost accounts. i own several ubisoft games, which i cannot play as they all require access to a ubisoft account which i no longer have access to, i will refund all ubisoft games where i can, like steam. thank u for all the help u can give in this matter.

  Business Response

  Date: 09/16/2025

  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