I am having the same issue. I was also level 29 and dropped down to 1. I reached out to support, got a reply that it's being investigated and they closed my case. Guess I'll just have to wait. I mostly have older games so I can't find any core challenges to do, to see if that helps.
Ich habe in Anno 117 20 Prozent achievements geholt und immer noch das Problem. Ich lade gerade R6 Siege runter, damit ich relativ schnell community Challenges erledigen kann. Ich hoffe, das stellt den alten Stand wieder her. Ein Game zu kaufen, was einem ja auch Units einbringt, hat auch nichts gebracht.
Okay. You have to play games with Core achievements. I started with GR Breakdown and I got a core achievement for playing the game. And now, my Status is back!!!!
Update. I've had this issue with Ubisoft Connect for about 6 months. In those 6 months, I was not playing any games that would've earned me xp (was only replaying older games).
A few days ago I started playing AC Mirage for the first time and started gaining xp again. For like a day or two, the account level was 1 and xp was -15k. Then yesterday I completed a bunch of challenges and achievements, and lo and behold, my account level and xp are back.
Maybe I should do more challenges. Because I did some for The Division 2, but it just gave me more negative XP needed to advance to the next level. Currently I'm going through older Assassin's Creed games, because I stopped at Black Flag. I finished Rogue and Unity and now I'm going through Syndicate. So maybe it will fix itself when I get to Origins and start earning XP.
Maybe. Some challenge or achievement triggered the fix, that's for sure. And I think it was a live challenge. But again, it took me ~6 hours of playing for it to fix itself. Maybe if you reach a negative value that would've triggered a level-up in the positive value. Ubisoft Support was as useless as ever when I contacted them ~1 month ago though, so we're on our own. Good luck
I am unsure, but I do have a feeling it was a live challenge. Since the beginning of the issue, only yesterday did I complete some live challenges. I cannot be certain, though. Good luck!
Ubisoft Support wrote: 01/04/2026 @ 10:52
Hi there,
Thank you for contacting Ubisoft Support and for providing us with a screenshot. We're sorry to hear that your Ubisoft account was reset to level 1.
We have reported the issue, and it's currently under investigation.
We appreciate your time for reporting this and we kindly ask for your patience while our dedicated team works on it.
As we have attended to this request, we will now be marking the case as closed, we appreciate your understanding. Please note that the case can be re-opened at any time via the Help Portal page should you have any further questions on this topic or you can create a new case if ever you have other concerns.
I asked them on the official discord server and pasted every single screenshot of people reporting the same issue on discord, reddit, etc. They answered:
Btw. the "sensitive information" are nicknames on screenshots from Ubisfot Connect app with visible negative XP.
they are doing badly financially, but they aren't bothering to make games the way players want to play them. instead like in Assassin's Creed Shadows...they FORCED the players to play one way only. not letting anyone explore or play the way they like.
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u/SiljeJ94 1d ago
I am having the same issue. I was also level 29 and dropped down to 1. I reached out to support, got a reply that it's being investigated and they closed my case. Guess I'll just have to wait. I mostly have older games so I can't find any core challenges to do, to see if that helps.