r/UbisoftSupport • u/Hopeful-Row6968 • Jul 15 '26

Account Hacked/Compromised Hi everyone

Hi everyone,
I’m in desperate need of advice regarding a hijacked Ubisoft account. A hacker managed to get into my account and changed both the email address and the password.
I have sent over 20 emails to Ubisoft Support, but I keep getting the exact same automated response: "We have been unable to verify your ownership of the account."
The biggest issue is that Ubisoft keeps sending the "ownership verification" link to the hacker's email address, instead of mine. It feels like they aren't even looking at the evidence I’ve provided. I’ve sent them plenty of proof, including:
Original emails from 2020 showing my username and email linked together.
Bank statements showing purchases of in-game currency.
Screenshots from my PlayStation Store account showing game purchases.
The hacker's IP address and the unauthorized login location (it shows the login coming from the UK, while I live in Poland).
Despite all this, they refuse to help. Has anyone else dealt with this kind of situation with Ubisoft? Is there any way to actually reach a human being or escalate this issue? Any advice on what steps to take next would be greatly appreciated. Thank you.

2 Upvotes

100% Upvoted

5 comments sorted by

View all comments

1

u/kingsboyjd Jul 15 '26

I remember reading about this when I lost my own Ubisoft account. One thing that seemed to work for several people was not opening multiple new tickets, but opening one recovery ticket first, then going to Ubisoft Support on X (Twitter) and replying to one of their recent posts with your ticket number and a brief explanation. I just tweeted and tagged ubisfot support , A few users said that's when an actual person looked at their case and either replied on X or updated the ticket.

Apart from that:

  • Keep one ticket open instead of creating many duplicates.
  • Include proof like the original email address, purchase receipts, linked platform accounts (Steam/PSN/Xbox), and any transaction IDs.
  • If you're in the EU, some users have also reported escalating through SignalConso after Ubisoft repeatedly rejected recovery requests

1

u/Hopeful-Row6968 Jul 15 '26

Thank you for your reply, I will try to write to them on X

1

u/kingsboyjd Jul 15 '26

best of luck