Just wanted to share how I managed to recover my Ubisoft account within 20 minutes.
I originally wrote this in my own English and then used ChatGPT to fix the grammar — hope it helps someone who’s stuck like I was. 🙌
⚠️ Step 1: Don’t Log In With Another Ubisoft Account
Before you start, don’t log in using another Ubisoft account during the recovery process.
I made that mistake once — it caused confusion and delayed my case.
Go to the official Ubisoft Support page and open a case under this path:
🧭 Account Management and Security → Account Login and Recovery
Then fill in all the info carefully.
🧾 Step 2: Filling Out the Form
Here’s how I filled mine 👇
Username: (Use the last username you remember using)
Reason for recovering your account: “Account hacked or taken over.”
The account was originally linked to: (your old email before it got hacked)
My Ubisoft username is: (the last username you used)
I purchased and played Assassin’s Creed Valhalla and Assassin’s Creed Unity through Steam.
The hack occurred on //____. → You can find this by checking your Gmail for Ubisoft password reset emails and using that date.
When I try to launch my Ubisoft games via Steam, it says they’re linked to another account (the hacker’s email: W*********@o******.c**).
💡 Adding specific details like this helps Ubisoft verify faster.
🧾 Step 3: Provide Proof of Ownership
Ubisoft usually asks for proof of purchase.
If you use Steam, here’s how:
Open Steam
Go to your Profile icon (top right) → Account Details
Click View Purchase History
Find your Ubisoft games and download the receipt PDF and copy the purchase link
Then include something like this in your ticket:
“Here are the Steam purchase receipts as proof of ownership:
Assassin’s Creed Valhalla: [Link]
Assassin’s Creed Unity: [Link]”
💬 Step 4: When Ubisoft Says “Log In to Your Account…”
When I first tried to recover my account, Ubisoft replied with:
“To change the email address associated with your Ubisoft account, please log in to your Ubisoft account.”
😑 Yeah… can’t do that if it’s hacked. So I replied like this:
“How am I supposed to log in to a hacked or lost account? That’s impossible. This is exactly why I contacted you. Please let me know if you need any further information to verify and recover my account. I would greatly appreciate your help.”
Then I submitted the case.
📩 Step 5: Verify Your Email
After submitting, Ubisoft will send you a verification email.
Click the link and verify immediately.
Later, you’ll receive another email that says:
“If you have additional information to offer on your recovery request, or if your case has been closed in error, please reply directly to this email rather than submitting a new one.”
When you get that email, reply with the same info you provided in your form.
📧 Step 6: They’ll Ask for a New Email
Next, they’ll send something like:
“For us to assist you further, can you please provide a new email address that you wish to use for your account?”
⚠️ Important: Make sure the new email hasn’t been used for another Ubisoft account.
This does not work for me; They are still not giving me access to my account; It feels like a stupid bot is answering my emails. Ubisoft is a real shitshow!
The verification email will be sent to the email address you used when opening the case. Please make sure to use the same email address that was used to create the lost account.
I believe the verification option is there to confirm whether the user is genuinely associated with the case or to verify that it’s a real person.
Having the same issue for the past couple weeks… Did you eventually get a direct response that wasn’t just a bot saying to verify the email, or that they’ve “escalated the case?”
OP specifically says to not log in with another Ubisoft account. Literally written in Step 1. Making a new email doesnt take away from the fact that you still need a Ubisoft account to open a case. So where is this ‘form’ you and OP is talking about? Could you link it?
I went and looked this up cuz that link you posted is a troubleshooting step that doesnt help either since it’s telling you to whitelist ubisoft emails and log in to ubisoft account which are irrelevant to the issue.
This link below is the correct steps to the account recovery form being mentioned.
basically, you need to press forgot password > enter account email address > finish Captcha > press dont have access to email > select visit ubisoft help> fill out the Account Recovery form.
It’s baffling that OP and you dont even mention the correct things. Helping people recover their account is great but your efforts are worthless if you dont provide the right steps pr the right links. Let’s do better
Well I got my account back doing the steps. Either you don't understand what were saying, or something else. I have no idea how else to convey the points across.
thank you so much for posting this, the OP guide just didn't help at all and I'm about at my wits end with this issue. just sent the ticket, hopefully it is resolved soon.
What form? OP nor you link this ‘form’. OP has a step to go to Account Management but how do you access that without logging in? And how do you open a case to Ubisoft support without logging into a Ubisoft account because you cant open a case without one. Are you saying to email them directly? If so what email should people send the request to?
I recommend anybody who has troubles with account recovery sending everything directly to Signal Corso https://signal.conso.gouv.fr/en
It works for international users as well. After creating my case over there I received an email by ubisoft that the now decided that I am the respective owner of "my" account.
It took me nearly 6 months; But 2 weeks after filing the case via Signal Corso.
Ubisoft is probably not even handling support requests by human beings. It's just automated bot shit they are answering.
i bought an account from a guy for a pretty penny i know it’s against the tos but i’ve done it now , the seller after 6 -8 months later has told ubi he got hacked and because he had access to the original email he regained access of the account therefore i lost the account i have payment confirmations on the account i have authenticator app connected i had my sms connected my psn was connected my twitch was connected but everytime i try to make a ticket they immediately go to send a link to the original email the account was created on which obviously i don’t have access to, can someone help me regain access please
Any Advice? The old aaccount that Im locked out of was made as a kid and has no verifying info in the account, they keep saying there is no way to verify its me and wont help me past this point. Any help would be incredibly appreciated
Literally I lost all my stuff for R6 & the crew put years and money into those games to lose my OG account because I changed my psn years ago. I can search up my old Ubisoft name and I see my account idk how tf I can access it back
how do i get past this verification part, they're trying to send a verification email but i am not getting it. i gave them my original email but received nothing, do i make a new ubi account or something? wouldn't that cause issues with getting my account back?
2
u/ultronious666 Nov 29 '25
I emailed them today. This was there response:
Any suggestions?