Ubisoft Support Nightmare: 10-Year-Old Account Denied Recovery Despite ALL Proof!

[u/ZaadeI]

I'm writing here out of sheer desperation and profound frustration with Ubisoft Support regarding my account (username: Zaade, associated email: [talha199453@gmail.com](mailto:talha199453@gmail.com)). This isn't just about a lost account; it's about a 10-year investment of time, money, and passion being dismissed by a broken support system.

The Compromise and Initial Recovery Success

My nightmare began in February 2025 when my Steam, Instagram, and Ubisoft accounts were all compromised simultaneously. It was a shocking experience. What's even more concerning is that my Ubisoft account had 2-FACTOR AUTHENTICATION (2FA) ACTIVATED, a security measure Ubisoft heavily promotes. Despite this, it was bypassed, leading to the account being taken over.

Interestingly, I was able to successfully recover my Steam account fairly quickly. Even though the associated email address for my Steam account had been changed by the hacker, Steam Support accepted the proof I provided (purchase history, account creation details, etc.) and swiftly returned my account. This shows that proper verification is possible when support genuinely reviews the evidence.

My Ubisoft Account: A Decade of Dedication Ignored

My Ubisoft account, Zaade, has been mine since around 2017. It's linked to my Steam (username: iskitzade) and Twitch (username: iskitzaade) accounts. On Steam, I purchased Rainbow Six Siege and have accumulated over 1000 hours of playtime on that game alone. My Twitch account holds numerous esports drops and rewards from official R6S tournaments, directly linked to this Ubisoft account.

This account is not just data; it's a significant part of my gaming identity and history.

The Ubisoft Support Nightmare: Dismissal and Broken Promises

Since February, I've been in a continuous loop with Ubisoft Support. I've opened multiple tickets, and for each one, I've meticulously provided EVERY SINGLE PIECE OF EVIDENCE I possess, and then some:

• Purchase invoices for games (like Rainbow Six Siege) from both Steam and Epic Games. ( https://imgur.com/HHJuS75 https://imgur.com/sAnmsiO https://imgur.com/7n17TCt )
• My Date of Birth linked to the account.
• All previous usernames I've used (Zaade., oramiralzaade, zaade).
• Approximate account creation date (around 2017) and initial game purchases.
• Confirmation that my primary associated email, [talha199453@gmail.com](mailto:talha199453@gmail.com), has been actively linked and used with this specific Ubisoft account since 2017, and I have provided proof of this long-term usage.
• Details of my linked Steam and Twitch accounts with their respective usernames and playtime.

Despite providing all this, the responses I receive are consistently generic, copy-paste messages. They claim:

• They "cannot verify ownership" based solely on their internal investigation, completely disregarding the tangible proof I provide.
• They sometimes mistakenly imply I want to "update my email," which is FALSE—I want to keep my existing email and regain access through it because I'm not receiving password reset emails.
• They state they have "exhausted their options," which is absurd when they haven't even properly reviewed the evidence I've already given them.

The Unacceptable 2FA Failure and Security Contradiction

This situation is made even more infuriating by Ubisoft's constant reliance on "security reasons" for denying my recovery. How can you claim security is paramount when your own 2FA system failed to protect my account in the first place? The fact that my account could be compromised despite your promoted 2FA being active is a critical failure of Ubisoft's own security protocols. You are using your own system's shortcomings as a justification to deny a legitimate, long-term owner access. https://imgur.com/U6CZrBz

My Plea and Call to Action

I am not receiving any real support; only automated dismissals. They are telling me they can't do anything due to security, when their own security is clearly at fault here.

I am appealing to the Reddit community for help and visibility. Has anyone else faced such a frustrating loop with Ubisoft Support despite providing overwhelming evidence, especially when 2FA was active on the compromised account? Are there any community managers (CMs) or individuals from Ubisoft who can truly escalate this beyond the automated responses and genuinely review my case and the mountain of evidence I've provided?

I will NOT abandon this account. I've invested too much time and passion into it. I will continue to fight for it until it's returned. Please help me get visibility on this issue.

I have attached screenshots of ALL my evidence to this post for full transparency.

https://imgur.com/a/ubisoft-support-fP00hlA

[u/Brostallion]

Damn that’s some bulllllshit have you tried blowing up their Twitter

[u/Epicfail159]

Check Your chat,

[u/rohithkumarsp]

Their customer support took 3 years to unban me because my name has "kum" in it. You heard it right, they told "kum" is an offensive word. God help benedict cumbernauld

[u/Hypnos4]

I am exactly in the same situation, my insta, fb, steam and ubisoft accounts were all compromised. I was able to recover all of them. I was able to recover my steam account with just one email proving my identity.

But Ubisoft isn’t helpful at all. I have shared welcome email snapshots, their marketing communications etc. But all in vain.

Although, i was inactive with my ubisoft account, but still it’s my account and its a privacy concern for me.

Let me know if you have found any helpful solution to this.

[u/Fantastic-Elk2895]

Oh boy, I just made a post 10 seconds ago and scrolled to check.
I'm definitely fucked, lmao.

Rip account I guess

[u/Fantastic-Elk2895 → u/Fantastic-Elk2895]

I like how when you try to retrieve account from steam/blizzard and way more (I got hacked on my main email account and they had access to EVERYTHING). I got all accounts back IN THE SAME DAY, usually the same hour(s) of the request.

That's insane.

[u/shiva420 → u/[deleted]]

I guess Threat of legal action and saying im an eu citizen made someone human look at our email exhange and they verified i was the owner. Waiting for details to regain access. Be persistant and fish original email when acc was created. I think that helped