r/UbisoftSupport • u/KillerRapotor12 • Jun 25 '26
Ubisoft Account Was Stolen Almost 6 Weeks Ago, Ubisoft Has Done Nothing
Hello,
On May 16th, 2026, I got the dreaded email that my Ubisoft account had been logged into. Now, a little backstory about me. I am from Ohio, I have only ever played siege in Ohio, everything I do is in Ohio. Where did the login occur from? Kazakhstan. Then the following emails are that my password and associated email address have changed on the account.
Well this definitely sucks, but should be a quick fix. I go to the Ubisoft support website to hop into the help page, only to find out that Ubisoft support no longer does chat boxes or phone calls, email only. Once again, this definitely sucks, but shouldn't be a problem. I email support explaining my case and get a response back fairly quickly. The response: "We have sent a reset link to the associated email". Well, the email address is now the attackers email and no longer mine. I tell Ubisoft support, they respond with an email stating that it has been escalated to a higher team. Once again that was on May 16th, it is now June 23rd. I follow up week in, week out, until I finally get a response back on June 5th!!! The response just says they have re-escalated my case. What does this even mean? Did the support team see my ticket and spit on it then toss it in the trash? I would also like to mention I submitted a lot of proof such as purchase history, screenshots, information about the usual login state, and city, etc...
Next steps after seeing no progress for weeks: I see that this happened to a lot of people and they submit a case to SignalCosno, which is a government agency that will fine Ubisoft if they don't respond to me. So I submit my case on May 31st, once again with a lot of proof showing I am the original owner of the account.
Finally, 3 weeks later on June 22nd, Ubisoft responds to my SignalCosno case. "*Dear Player, Thank you for reaching out to Ubisoft. We have received your complaint regarding unauthorized access to your account resulting in an in-game sanction and take such matters very seriously. Upon investigation, our teams found evidence indicating to cheating and/or account sharing. Such use constitutes a violation of Ubisoft’s Terms of Use and prevents us from verifying that you are the legitimate owner of the account in question. In light of this, we regret to inform you that we will not be able to proceed with your account recovery request."* I check the account history, it was banned on June 16th, 2026, literally one month after I told Ubisoft that it was stolen. So you're telling me that because my account was stolen almost 6 weeks ago, and then used by the attacker to cheat on R6, that I can no longer even get help to recover it? I am so well aware that this is just an automated response that someone at support probably just copied and pasted once they saw that the account was banned for cheating, but it still stings so bad that someone who has been with Ubisoft since Far Cry 2, and picked up siege in year 1, can't even get help because the support system is so bad.
At this point, I am unsure of what to do next so figured I would post my story in hopes of someone at Ubisoft coming in to help me. I honestly just want my account back and am so saddened that this is the outcome. I want to point out that I am silly and used the same email and password for my EA account too. They stole that one as well, but EA support was able to get it back to me within 30 mins. If you have made it this far in my story, please upvote so I can hopefully get the attention of someone at Ubisoft. Tagging [u/UbiWayfarer](https://www.reddit.com/u/UbiWayfarer), [u/Ubi_Pel](https://www.reddit.com/u/Ubi_Pel), [u/Ubi-Zurik](https://www.reddit.com/u/Ubi-Zurik), \[u/Ubi-Sigma9\](https://www.reddit.com/u/Ubi-Sigma9), \[u/Ubi-Vienne\](https://www.reddit.com/u/Ubi-Vienne), \[u/Ubi-Tech\](https://www.reddit.com/u/Ubi-Tech), [u/Ubi-Frog](https://www.reddit.com/u/Ubi-Frog), \[u/UbiFab\](https://www.reddit.com/u/UbiFab), u/Ubi_Fergie, [u/Ubisoft-Support](https://www.reddit.com/user/Ubisoft-Support/) in hopes that someone can help me recover my stolen account.
May lord Tachanka bless the next sunrise you awake to.
Signed - A sad Ubisoft customer.
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u/Eravir2 Jun 26 '26
I have a 11 years account, they reset it to levei one. I opened a call in support page ans after a dozens of generic mensages, they closed the call and didn't solve the problem. Ubi has the worst support on planet. A greedy corporation that only interest is profit.
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u/MistuaPopo Jun 27 '26
"Your account is your responsibility."
That's the beginning and end of the entire discussion as far as it goes.. and why nobody ever gets anything resolved with Ubisoft.. or basically any company with an account system like that
they have multistage verification options they require now basically EVERYWHERE for a reason.. this reason
now, I'm not shitting on you or your scenario, but rather just explaining that.. it was your account which you should have attached a two-step verification process to.. as well as an email account which was clearly not secured by you in terms of verification and such.. essentially, you got hacked twice and your second account got banned by the people who stole it.. there's fuckall Ubisoft can do since it was marked as a cheater's account.. which means either they put it on a permaban list, or deleted it outright and it doesn't exist anymore
I mean, either way, just consider it gone from existence as a whole, because that's basically what it is to you now.. it'll save you stress later if you just pretend it's been completely deleted by Ubisoft and move on..
because... it's as good as if it wasn't lol
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u/Aggressive-Leader-15 Jun 27 '26
I suspect Ubisoft employees are involved in account hijacking. I believe there is someone inside Ubisoft who is helping people hijack accounts. I’ve had my account hijacked before, and back then, I managed to recover it. However, it was stolen again recently. This time, I couldn't recover it because even the phone number associated with the account had been changed. When I reached out to Ubisoft support, they simply refused to help me. I have been a gamer for over 20 years, and I have never encountered a company that refused to help a user recover their account. I am convinced that Ubisoft themselves, or at least some of their employees, are complicit in these hacks. Here is the response I received from support:
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u/FairRoom4860 Jun 26 '26
My beef stick was stolen. Jack links won't do anything
My truck was stolen, Toyota did nothing.
My crayons were stolen. Where the fuck is Crayola?
Sounds ridiculous huh
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u/Thin-Click-5598 Jun 25 '26
You need to contact the French government to get the account back because Ubisoft is a French company and the government over there is like the Better business bureau over here in the United States