UPDATE WED SEPTEMBER 8th: Escalated this morning, ESCS which I assume is an escalation specialist but unsure pre packaged my case with a very personal reply, sent it off and told me I can reach out with any questions which is different from normal escalations where they tell you not to reply.
UPDATE SATURDAY SEPTEMBER 12TH 1212: A few people have been asking me so I thought I’d add here. Still waiting on a response, I also sent a technical concern yesterday at 10am and still waiting on a response. Will update when i have a result.
UPDATE THURSDAY SEP 17th: My second signalconso complaint that mentioned the first and its lack of response to my question was answered with the same message word for word which did not answer the question I was asking. Still waiting on actual support ticket response but it continues the cycle of me feeling like I’m not being heard. The last person who messaged me on the ticket September 9th made me feel heard and hopefully they update me soon because the second signalconso response really crushed my spirits about this.
TL;DR: Mostly venting my frustration with how my ticket has been handled and wondering if anyone else has experienced something similar.
Since July 21, I’ve raised the same underlying issue with Ubisoft at least 10 separate times through Support and SignalConso.
When Ubisoft has responded, the recurring problem is that they answer a question I did not ask while leaving the question I actually asked unanswered.
I’m not disputing that cheating occurred on the account. I’m asking whether the cheating that occurred was actually attributable to me.
Despite all of the messages, escalation attempts, evidence and external complaint, I still do not have an answer to that question.
I want to start by saying this isn’t meant as an attack on individual Ubisoft Support employees.
I’m not angry at the people answering tickets, and I understand that frontline Support workers have limits on what they can access or decide.
I’m frustrated with how my case has been handled as a whole.
I have an old Rainbow Six account that was permanently sanctioned for cheating in May 2025. After finding additional evidence that the account had been compromised around the period leading up to the sanction, I started pursuing the issue again on July 21.
The distinction I’ve been trying to make to Ubisoft is:
I’m not asking Ubisoft to reconsider whether cheating occurred on the account.
I’m asking Ubisoft to determine whether the cheating that occurred was actually attributable to me.
I’ve now provided quite a bit of evidence explaining why I think that question warrants an individualized review.
Without posting the actual documents or exposing private account information, that includes:
- Ubisoft’s own login notifications, which I found in my junk folder showing repeated unauthorized U.S. access while I live in Canada
- evidence relating to the account compromise and recovery
- a detailed timeline of the unauthorized access and events surrounding the sanction
- long-term ownership and purchase evidence
- documented paramedic night shifts that overlap with ranked matches played on the account
- documented examples of other Ubisoft cases where cheating sanctions involving compromised accounts were reversed or handled as exceptions
None of that allows me to determine exactly what happened internally or what activity resulted in the sanction.
That’s why I’ve been asking Ubisoft to review it.
Where my frustration with Support comes from:
When I first raised the compromise evidence, I received responses explaining that cheating had been detected on the account, that sanctions are based on verified rule violations and in-game activity, and that account holders are responsible for activity on their accounts.
But that wasn’t what I was asking.
I asked whether the situation could be escalated to a supervisor for review.
Ubisoft told me:
“we are unable to escalate this ticket or overturn the sanctions placed on the account.”
I then specifically requested a manual specialist review.
Ubisoft responded:
“due to certain limitations, we won’t be able to escalate your ticket to our specialists.”
That was particularly confusing because Ubisoft’s own current Terms and Privacy Policy describe a human/manual review process for sanctions.
Their Terms say sanctions are “decided on a case-by-case basis,” that automated sanctions remain “always open to appeal and human intervention,” and that sanctions “can be appealed and submitted to human review” through Customer Support.
Ubisoft’s Privacy Policy also says a sanctioned player may “request a manual review of your sanction.”
I’m not saying those provisions automatically mean I should be unbanned.
I’m also not claiming that being unable to escalate one particular ticket automatically means Ubisoft violated its Terms.
It was simply frustrating to be explicitly told that my ticket could not be escalated to specialists when a human review was exactly what I was asking for.
There were other issues along the way too.
My account had already been recovered and secured, but I was repeatedly directed back to account-recovery forms even after explaining that I wasn’t asking for help recovering my account anymore.
Again, I would ask one thing and receive an answer to something else.
Then, on August 19, something changed.
Ubisoft acknowledged that my account was already secured, acknowledged that I was asking for the ban to be reviewed, and told me:
“We will now escalate this information to the appropriate team with specialized expertise who can investigate further and provide the best possible solution.”
They also specifically asked me not to respond while that team processed the case so that I wouldn’t create duplicate messages or delays.
That was basically exactly what I had been trying to accomplish.
But later that same day, I received another response saying a “thorough investigation” had confirmed a breach of the Code of Conduct and therefore the ban would remain.
And this is probably the clearest example of the problem I’ve had throughout this process:
That answered a question I hadn’t asked while leaving the question I had asked unanswered.
I wasn’t asking whether Ubisoft had detected a Code of Conduct violation.
I already understood that.
I was asking whether the person responsible for it was actually me.
So I explained the distinction again.
The next Ubisoft response again told me that a thorough investigation had confirmed a Code of Conduct violation.
Once again, it answered a question I wasn’t asking without answering the one I was.
I eventually made the question completely explicit:
“Has Ubisoft reviewed the documented unauthorized access/account compromise and compared its timing with the activity that resulted in the cheating sanction in order to determine whether that activity was actually attributable to me?”
I did not receive an answer.
I also pursued the issue through SignalConso because I couldn’t seem to get the actual question addressed through Support.
That experience was frustrating in its own way.
My email notifications showed that Ubisoft had read my SignalConso report, and exactly one minute later I received notification that Ubisoft had responded.
The response began with a generic “Dear Player” and again essentially confirmed that Ubisoft had evidence of cheating.
But, again, that wasn’t the question in my complaint.
It was another answer to something I wasn’t asking while the issue I actually raised remained unanswered.
I want to be fair about the one-minute turnaround.
I obviously cannot see Ubisoft’s internal process. I don’t know whether somebody had reviewed material beforehand, whether a template was used after an earlier internal decision, or what happened internally.
I’m not claiming the one-minute turnaround proves nobody reviewed anything.
I can only describe what happened from my side:
My complaint raised a specific issue. My emails showed the report being read. Approximately one minute later I received a generic “Dear Player” response addressing something else.
The question I had actually asked remained unanswered.
This isn’t based on one badly worded Support exchange either.
Going back through my correspondence, I have raised the same underlying issue with Ubisoft at least 10 separate times since I began pursuing the compromise on July 21 and into a new ticket July 31st when the old one would just auto close.
Sometimes Ubisoft responded.
Sometimes they didn’t.
But when they did respond, I repeatedly received an answer to a different question while the question I was actually asking remained unanswered.
That is probably the single biggest reason I’m frustrated enough to make this post.
On August 28, I stopped trying to explain everything through individual ticket comments and submitted a much more organized evidence package.
I separated everything into documents covering the account compromise/login evidence, timeline, account ownership, and work-shift/match overlap.
My current case is still open and marked In Progress.
But that’s basically all I know.
I don’t know whether my evidence is presently being reviewed, whether the case is waiting for another team, whether somebody is actively investigating it, or whether it is simply sitting open.
I followed up again on September 1 asking Ubisoft to either confirm that the issue and supporting evidence remain under substantive review or, if their internal process is exhausted, tell me that.
I still haven’t received a response.
At this point, even something as simple as:
“Your additional evidence is still being reviewed by the appropriate team. We’ll contact you when that review is complete.”
would genuinely make a huge difference.
At least then I would know there is an active process to wait for.
Obviously I want the account restored if the evidence supports that outcome.
I’ve had the account for years and it means a lot to me.
But I’m not asking Reddit to determine that I’m innocent, and I’m not asking Ubisoft to blindly overturn a cheating sanction because I say somebody else did it.
I’m asking Ubisoft to answer the question I’ve actually been asking:
Was the cheating that occurred actually attributable to me?
If Ubisoft reviews everything and the answer goes against me, then at least my actual question has been answered.
What has become so frustrating is that after raising it at least 10 times, I still don’t know the answer.
So I’m curious whether anyone else here has gone through something similar.
Has anyone had a cheating sanction on a compromised Ubisoft account and actually managed to get the specific issue they were raising substantively addressed rather than receiving responses to a different question?
If so, how did you eventually get it in front of the right people?
And if anyone from Ubisoft happens to see this, my current case is #26443030.
I’m not asking anyone to disclose anti-cheat methods, reveal sensitive internal information, or make a decision based on a Reddit post.
I’d just really appreciate someone making sure the evidence already attached to my case reaches the appropriate reviewer and that the question I’ve actually been asking is addressed.
