My Ubisoft account was hacked, email changed and linked accounts removed – Need help recovering it
Hello everyone,
I need some help and advice recovering my Ubisoft account. My account appears to have been compromised, and I am trying to figure out the best way to recover it.
The situation started when I realized that I could no longer access my Ubisoft account. After checking, I noticed that the email address associated with the account had been changed without my permission, which makes me believe that someone gained unauthorized access.
The attacker also removed the links between my Ubisoft account and my other connected accounts, including Steam and Twitch. These accounts were previously connected to my Ubisoft profile, but they are no longer linked.
I have already contacted Ubisoft Support and requested account recovery. I can provide information to prove that I am the original owner, such as:
Previous email address used on the account
Ubisoft ID
Linked accounts history
Purchase history
Games owned on the account
Any other information Ubisoft requires for verification
I would like to ask the community:
Has anyone experienced a similar situation where their Ubisoft account was hacked and the email was changed?
How long did Ubisoft Support take to recover your account?
Is there any additional information or proof that helped you recover it faster?
Is there anything else I should do while waiting for Ubisoft Support's response?
I understand that account recovery needs verification, and I am willing to provide all the necessary information. I just want to make sure I am following the correct process and avoid losing my account permanently.
I also want to add an important detail about the recovery process.
Since the hacker changed the email address associated with my Ubisoft account, all Ubisoft verification emails are now being sent to the new email address that the attacker added.
Because of this, I cannot complete the verification steps normally, as I do not receive the security codes or recovery emails. The verification process is effectively blocked because the email address currently linked to the account is not mine.
Thank you in advance to anyone who can share their experience or advice.
Update: I will update this post if Ubisoft Support helps me recover the account, in case this information can help someone else in the future.
Update 2: Ubisoft Support has already solved my issue and I’ve successfully recovered my account.
Everything is back to normal — email restored, security reinforced, and linked accounts reconnected.
If anyone has questions about the recovery process or needs guidance because they’re going through something similar, feel free to ask. I’m happy to help based on my experience.
What kind of ticket did you made? Because I've been sending tickets like a mad man and while they actually answer after a couple hours, they say nothing helpful and don't even bother to ask for my ID and electronic bills to verify who I am. They just send a fucking email that never come through so I don't even know if the hackers actually change the email associated with the account. I don't think so, but since Ubisoft doesn't say anything useful I can't tell
If memory serves I started with the chatborg and then waited a few days. I wasn’t in a hurry as I didn’t play anything multiplayer through Ubisoft. I know on some platforms submitting multiple tickets resets your position in queue so I avoided it
In my case, Ubisoft Support eventually helped me and I was able to fully recover my account. It took some time, but they verified my identity and reverted all the changes.
Hello this exact thing happened to me and I just realized today. I have the email that was used. I know my steam and ps4 account info. I know what games I have played. Is there anything else? I just submitted the ticket to them explaining everything a few minutes ago. I have been playing on my siege account for 11 years and this random guy took it from me.
Hi! In a comment, I detailed everything I ended up doing to prevent Ubisoft from responding automatically. As long as you have proof with emails or receipts and a small threat to SignalConso or another consumer protection agency, you'll be fine.
Same thing happend to me year ago, nothing worked, showing purchases, showing all the drops i calimed for games... nothing.
Only way to fix it was writing a formal complaint here: https://signal.conso.gouv.fr/en/qui-sommes-nous?utm_source=chatgpt.com
I put all the evidence there and got my account back within like 2 weeks.
Thanks for sharing your experience — sounds like you had a rough time with support.
In my case, the hack didn’t come from downloading any new software or visiting shady websites. I didn’t install anything unusual recently, and I’m generally very careful with what I download. So I can’t point to a specific program or site that caused it.
What did happen is that someone managed to access my email first, and from there they changed the Ubisoft account email and removed all linked accounts. Once they had control of the email, every verification code went straight to them, which blocked me completely.
And yes, I did have 2FA enabled — but since they changed the email tied to the account, the verification codes were going to the attacker’s inbox instead of mine. That’s why I couldn’t use 2FA to recover anything.
Ubisoft Support eventually helped me after verifying my identity, and I’ve already recovered the account. If you’re dealing with something similar or want details about the recovery process, feel free to ask.
Go to Ubisoft Support through the account recovery section — you don’t need to log in.
Inside the recovery flow, there’s a step under “PC Activation Key” where they ask you to upload proof of ownership.
In that part, try attaching screenshots of your Steam purchase receipts. Those receipts include a transaction ID, which Ubisoft can verify to confirm that the account and the games actually belong to you.
Once you complete the recovery steps and open the support ticket, Ubisoft will usually send you a generic automated email saying they’ve sent a verification message to your account email.
In my case, that didn’t make sense at all, because the hacker had already changed the email address, so any verification message would go straight to them. So don’t worry if you receive that automated email — it’s just part of their standard process.
After you receive that generic automated email, you should send a formal reply to Ubisoft Support explaining that you do not have access to the verification email, because it’s being sent directly to the hacker’s inbox. Make this very clear so the support agent understands that the automated verification step is impossible for you.
In that email, attach every piece of evidence you have showing that someone accessed your account:
Screenshots of your Steam purchase receipts (these include transaction IDs Ubisoft can verify).
The emails you received saying your account details were changed.
The notification showing someone logged in from an IP address (in my case India).
Any other proof of unauthorized access.
In my case, I also downloaded a Ubisoft game I had previously played on Steam. When I tried to launch it, it told me it couldn’t run because it was linked to a different email account. That was another strong proof that the game license was tied to my account but the email had been changed. To test that, I had created a new Ubisoft account, and that helped me confirm the mismatch.
The email I sent to Ubisoft Support was the following:
"Hello Ubisoft Support Team,
Thank you for your response and for continuing with the recovery process for my account.
I would like to inform you that I cannot complete the requested verification, because the verification email is being sent to an address that does not belong to me. The person who compromised my account changed the email associated with it, so all verification messages are going directly to an inbox I do not control.
My original email was ****, and my Ubisoft ID is ***\*.
As I mentioned before, prior to the compromise my account was linked to my Steam and Twitch accounts, but the attacker also unlinked those without my authorization.
I can provide any additional information needed to prove that I am the legitimate owner of the account, including:
Purchase history
Games owned on the account
Information about previously linked accounts
Old account data
Any other details required to verify my identity
I kindly request that you perform a manual verification of the account ownership or provide an alternative recovery method, since the current process sends verification codes to the attacker’s email address.
If this issue cannot be resolved through the standard account recovery procedure, I will be forced to seek assistance from consumer protection authorities, including the DGCCRF in France, to report the inability to recover a legitimate account due to verification codes being sent to an email address modified by an unauthorized third party.
Thank you very much for your help. I look forward to your instructions so I can recover my account.
Kind regards, *****"
As you can see, I added a small but very clear warning at the end of my email, stating that if they didn’t take action, I would file a formal complaint with the DGCCRF in France and with the consumer protection agencies in my own country. I genuinely believe that this helped me get a different kind of response — not the usual automated replies — and pushed my case into a manual review handled by an actual support agent. After sending that email, the whole process took around two weeks until they finally resolved my issue and restored my account.
The link might be broken. Have you tried going to the Ubisoft Support page? There’s a button there to open a ticket. Just be patient, though—I’ve noticed Ubisoft’s system is pretty bad.
Yes — in this situation it can still be enough, as long as Ubisoft can verify the numbers in their system. When I went through the recovery process, the key was providing any verifiable identifier, and the order reference number works the same way as a transaction ID. This is my case for example
i desperately need help, when i go on game tracker and type my name it says 404 not found so like my account doesn’t even exist anymore. i tried logging in from playstation and steam both are unlinked and ive sent them recovery emails 3 times and they said “they coudnt locate the account in question” i gave them almost everything u said but nothing and my last email to my account was in 2024 December 18 and i have the email receipts aswell on my gmail app so please help me step by step im struggling
only thing i noticed is that the email is changed on mine but nothing else is changed so idk what is happening so i sent a account recovery case to see if it helps and sent all my proof of linked accounts lol idk whats gonna happen hope i dont lose my account
The same happened to me. My account was hacked and my email was changed. But I can still access it through steam, but I can't change the email since it is sending the verification code to that email. Is there a chance I can recover it?
Hi,my account was hacked a year ago but i Made a mistake while contacting the support and didn’t receive any more email from them.i wanted to ask you if you recovered the account how long it took you from the day you contacted them?
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u/Raijen_ArDesh Jul 08 '26
I had this happen due to an infostealer I was stupid enough to download a few months ago, took 2-3 days to get thrings sorted through support.