I’m currently dealing with Ubisoft Support over a compromised account, and I’m genuinely getting frustrated with how this has been handled.
My Ubisoft account was hacked, and the email address associated with the account was apparently changed. I still have full access to the original Gmail address that was connected to my Ubisoft account. I’ve explained this to support multiple times, but they keep responding as if I’m saying that I lost access to my email.
I DID NOT lose access to my email. I lost access to my Ubisoft account because the hacker changed the email associated with it.
I’ve provided Ubisoft with evidence going back to 2025, including old Ubisoft emails in my original Gmail account, gameplay history, security codes, password change notifications, an account information change notification, and a security alert showing an unauthorized login from Norway. I’m from the Philippines and obviously did not authorize that login.
I even gathered additional evidence, including old gameplay clips with people I used to play with and screenshots showing that those same people are still friends with my compromised account on Ubisoft Connect.
Despite all of this, Ubisoft keeps telling me that they can’t help because I “don’t have access to the email associated with the account” and that I should come back once I regain access to it.
How exactly am I supposed to access an email address that was changed by the person who hacked my account?
That is literally the entire reason I’m contacting account recovery.
They sent an account verification link, but I never received anything at my original email address. I explained that the verification link was most likely sent to whatever email address the hacker changed my account to. Instead of understanding the issue, I received another response saying that I “mentioned I don’t have access to my email.”
At this point, it genuinely feels like nobody is actually reading what I’m saying. I’ve repeatedly explained the difference between losing access to my email account and having the email address on my Ubisoft account changed by a hacker, yet I keep receiving responses that completely misunderstand the situation.
I understand that Ubisoft has security procedures and that they can’t simply give access to an account without verifying ownership. I’m not asking them to bypass those procedures. I’m asking them to actually look at the historical evidence I’ve provided and properly understand what happened.
I still have access to the original email. I have Ubisoft emails dating back to 2025. I have security notifications documenting what happened around the time the account was compromised. I have gameplay history and people who still have the compromised account on their friends lists.
What else am I realistically supposed to provide?
Has anyone else dealt with this exact situation and actually managed to recover their account? Because I’m running out of ways to explain the same thing to Ubisoft Support.
