r/UbisoftSupport

2 months, two freaking months of me begging them to change my adress, putting my phone number, I can only log-in on their website using my PSN account, as soon as I want to change my email, my password, my 2 factor, everything, I am not recieving any key on my email, my whole account is locked and I cannot play anything on my computer, 3 TICKETS, bla bla and ignored, provided them... BAD UBI, BAD!

Reposting here to see if I can get any help at all. Second post ever but I'm just not sure where else to go.

I recently had my account hacked and while on my account they received an input spoofing ban. The automated support is doing nothing despite me showing screenshots of the evidence (differing ip addresses, linked accounts that do not belong to me, etc).

I received a friend request after playing against the individual in a bronze/silver lobby and declined it. The same name was linked to MY ubisoft when I opened up my account.

I'm unsure as to what I can do at this point. I haven't sunk an ungodly amount of money into the account but enough that dont want to lose it to something like this.

What should I do?

Hi, I wanted to try rainbow six seige again. I downloaded it and tried to open it on steam, but it says it is tied to some ubisoft account that I have no clue about. I have my own ubisoft account that I use. I have no idea how to remedy this and ubisoft support feels like they are using Ai bots that have no problem assuring they are human as they ignore every part of my support ticket. Any help or suggestions would be appreciated.

So my old PlayStation account was deleted due to account issues [mainly of me not being able to log in] so when I went about deleting it I made sure to unlink it from everything including my Ubisoft but now I cannot link it to another PlayStation account unless I contact support which is more than difficult as they do not have a phone number they answer and their live support chats seem to be off. I just need advice if I either delete the account and just pick up losses and restart or if I try to wait it out for support to come and help me? Deleting the account would be a pain for me but not totally lost I only have two games there but at the same time it's just a hassle

Your Message:

Good afternoon,

I purchased this game two days ago, and then today you dropped the price 80%.

Can i get a refund of the difference or a refund of the whole thing so that I can repurchase it?

Order Number: 1055856767

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Ubisoft, 12 Aug 2026

Hi there,

Thank you for contacting Ubisoft Support and sharing your order number for review as well as sharing screenshots.

We understand that you would like to request a refund for the difference of your purchase for Assassin's Creed Odyssey or possibly a refund for your purchase from the Ubisoft Store as it seems the game's price had been dropped by 80% after your purchase and apologize for such inconvenience.

Please note that Ubisoft Support is unfortunately not able to alter charges already made and can understand any disappointment as Assassin's Creed Odyssey had recently been put on sale after your purchase.

We also understand that you would like to request a refund in order to repurchase your game, but we regret to inform you that we unfortunately will not be able to refund your purchase as it does not reflect with the Ubisoft Store policy.

Please note that to be eligible for a refund for your purchases from the Ubisoft Store. The refund request for your purchased game must be within 14 days from the purchased date as well as have less than 2 hours of game time.

Should you like to know more on the Ubisoft Store policies, please review our provided article:

We apologize for the inconvenience as we know that this had not been the outcome you were hoping for, but as we can not assist you with your request further, we will have to mark the case as closed.

However, if you have any more questions or other assistance needed, please do not hesitate to reopen this case or even open a new case.

Sincere Regards,
Ubisoft Support

I have not played that game more than 2 hours and I have owned it less than 14 days then I request that you refund me

Ubisoft, 12 Aug 2026

Hey there,

We understand that you have a request to refund Assassin's Creed Odyssey due to a price drop.

Thanks for sending screenshots of what you're seeing. In order for us to investigate the refund request, can you please send an uncropped screenshot showing the playtime for the game with the username visible? We appreciate it.

We look forward to hearing from you. Let us know if you have other concerns.

All the best,
Ubisoft Support

Here are the screen shots, the playtime is wrong, i purchased the game after stopping my xbox gamepass subscription. I have attached my save game files that show how long i played since purchasing the game

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Ubisoft, 13 Aug 2026

Hi

Thank you for contacting Ubisoft Support.

We appreciate you for the images provided.

In this case, we will unfortunately not be able to issue a refund for your order. This is because your order has already been completed and cannot be refunded. It is our policy to consider all sales of digital content to be final once the access time exceeds 2 hours, the request is made more than 14 days after the date of purchase, or if you purchase content for which you waive the right of withdrawal, such as consumables, digital console keys, downloadable content (e.g. expansions), in-game currency and purchases from our in-game stores. For more information, please visit our Digital Purchase Refunds page:

As it seems we have now addressed your concern to the best of our ability, we will be closing this support case. However, if you require further assistance regarding this matter in the future, you are welcome to reopen the case. For any other concerns or queries, please feel free to open a new case, and we will be happy to assist.

Thank you for your understanding and patience.

Best Regards,
Ubisoft Support.

I haven't played the game once I purchased it for more than 2 hrs. I have only played it for 58mins

The game is calculating when I played on Xbox game pass.

Look into this

Ubisoft, 13 Aug 2026

Good day

Thanks for patiently waiting for the response and for your understanding.

We see you have not exceeded the playtime after recent purchase and the time shown is from game pass.

We are very sorry, but the playtime has exceeded and we will not be able to fulfil your refund request.

As it seems we have now addressed your concern to the best of our ability, we will be closing this support case. However, if you require further assistance regarding this matter in the future, you are welcome to reopen the case. For any other concerns or queries, please feel free to open a new case, and we will be happy to assist.

Thank you for your understanding and patience.

Best Regards,
Ubisoft Support.

You just said I have not exceeded playtime, so please refund me.

I want a senior management support agent to take over this case.

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Ubisoft, 13 Aug 2026

Hello,

Thank you for contacting back Ubisoft Support

We understand that you would like a refund for your Assassins Creed Odyseesy due to price drop after your purchase. Please kindly note that we can't make adjustment on the prices, we also apologize as we can't escalate the case as per your request.

Upon review, we would like to inform that your purchase is not eligible for the refund as per our refund policy. For more information on this matter, you can see more on our article:
https://www.ubisoft.com/help/article/000062176

We apologize for any inconvenience caused by this, and we appreciate your understanding on this matter.

With that being said, we'll go ahead and close the case. However, please remember that you can reopen your case or create a new one if you need further assistance on this topic.

If you need further assistance, feel free to contact us at any time!

Kind regards,
Ubisoft Support

Please explain why the refund policy isn't working. It's 14 days or 2 hours of gameplay I have not played the game for more than 2 hours and you've even said so it has not been 14 days so why will it not refund.

This is not the type of support I would expect for someone who has been loyal Ubisoft customer for over 10 years

Ubisoft, 14 Aug 2026

Hi there,

Thank you for writing back to us to let us know how you feel about your refund request and how it was handled and ultimately denied for Assassin's Creed Odyssey.

We appreciate you for being a customer for over 10 years and we understand that you want an explanation on why you're not eligible for a refund even after confirming that you're within 14 days as shown in the images you provided.

To continue with our investigation, could you provide us again with an image of your playtime, in this case, make sure it is uncropped and your username is visible.

Using the information you'll provide, we will then examine your account so we can advise you with relevant steps to troubleshoot it or possibly escalate it for further review if applicable.

In the meantime, if you have any other questions or concerns, please don't hesitate to let us know.

Kind regards,
Ubisoft Support

Thank you,

I will send the screen captures, when I get home from work

Ubisoft, 14 Aug 2026

Hello,

Thank you for getting back to Ubisoft Support and I appreciate letting us know for the update when you will be sending it.

We are sorry to hear that you are having trouble with price of the Assassins Creed Odyssey on your account due to being discount after purchasing it 2 days ago. Let me help you with that.

Please send us the uncropped screenshot from the Ubisoft Connect PC showing the game along with the total time shown for us to investigate?

To take a screenshot, please check article here on how to take using your device:
https://www.ubisoft.com/help?article=000063164

Please check this article here on how to submit attachments:
https://www.ubisoft.com/help?article=000063176

We shall be waiting for your response.

If you have any further questions, feel free to re-open or create a new case and we will be happy to assist you.

Best Regards,
Ubisoft Support

Just to clarify this is not the correct playtime, see the attached images.

I have only played the purchased game for my save game time.

The play time is from gamepass from xbox

I started a new save with the new purchase

I want a refund of the discounted difference

Also i have been with ubi for 15 years.

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Ubisoft, 14 Aug 2026

Hello there,

Thank you for getting back to us.

We understand you would like a refund for the difference of your purchase of Assassin's Creed Odyssey or a full refund for the game.

We understand this can be frustrating and we apologize for any inconveniences this might have caused.

Thank you for providing the files requested in the previous email.

After careful consideration of your request we are unable to refund your purchase due to our store policy - https://www.ubisoft.com/help/article/000062176

We are also unable to provide a partial refund of the discounted price.

We would also like to point out that from the screenshot you provided your Playtime is 12 hours.

We understand that this is not the desired outcome, but our ability to accommodate your request is limited.

As your request has been processed I will go ahead and close this ticket. You can reopen the ticket at any time for any follow up questions or open a new ticket for a different issue

Should you have any more questions, please don't hesitate to contact us.

Kind Regards,
Ubisoft Support

you need to investigate this further and i want a senior support agent

This time is wrong as that is my time from gamepass

Your tech support even admitted that my play time is wrong in this chat

HIDE CONVERSATION HISTORY

Ubisoft, 14 Aug 2026

Hello,

Thank you for reaching back to Ubisoft Support. Regarding the refund request you have issued for Assassin's Creed Odyssey. We appreciate all the information and details you provided regarding the issue and providing a screenshot to help with the investigation.

After careful examination we have found that your order does not meet the requirements for a refund, to find out more about our refund policy kindly view this article > https://www.ubisoft.com/help/article/000062176

We truly get that this might not be the outcome you were hoping for, and we share your frustration. We really appreciate you taking the time to submit your request and your patience throughout this process.

Since we've reached a conclusion for this interaction, your case will now be closed. If anything else comes up or you have any further questions down the road, please don't hesitate to reach out. You can always reopen this case or open a new case on our support page.

Kind Regards,
Ubisoft Support

"You can request a refund for a digital PC game within 14 days of your purchase, as long as the game has not been played for more than two hours."

Playtime = < 1hr
Purchase = <14 days

show me why it cannot be refunded

a conclusion has not been reached.

"Good day

Thanks for patiently waiting for the response and for your understanding.

We see you have not exceeded the playtime after recent purchase and the time shown is from game pass.

"

This has happened to me a while ago and i think i gave up then, but for some reason when i try to login to the ubisoft website it says wrong password, but it is impossible to be, after i entered a few things i reset my password and entered the same thing multiple times and even double checked if i entered the right thing when reseting the password by checking what i entered, and also i tried reseting it just in case again but it said i cant use my previous password, does anyone have any help, i am locked out for now but it would be nice for later

can somone help me i got my abisoft account hacked 4 days ago and since then ubisoft support didnt do anything i sent requsets to delete the account or put my email or password back on it but they not responding ioonly the ai s

Hey everyone I’ve been having this a Error and I finally fixed it. Seems like many people have This so I Just wanted to post something about it and how I fixed it.

Fast I Follow the Steps that were given to me by the Internet, like resetting cache or commands with msc but nothing worked.

I fixed this Error by simply resetting my Ubisoft account password to break the login-loop. But you need to do this in the internet. If you try doing it inside the launcher while the error code is still active, I don’t think it will work.

I hope this helped someone:)

i cant play a single game, if i manage im extremely lucky, it crashes at a random time, might be 30 mins or 5. when it crashes it sometimes says that im missing installation files from steam, so i checked and everything is in there, i also tried reinstalling r6 from steam. doesnt matter where i start it from neither ubisoft connect or steam work, and sometimes it just crashes my pc and it automatically reboots(the pc). i tried updating my drivers but nothing seems to work.i also get leave penalty and my reputation has became the second worst option possible. im lost pls help

anybody has a solutions/suggestions/tips? cause im lwk crashing out over ts

Hi guys, My account was compromised on the 24th of june and I just got it two days ago which means on 5th of Aug I know it's a long time but don't worry all this time I have been studying ubisoft customer support bots so:

How my account was hacked?

Actually my Gmail was hacked and the attacker accessed my ubisoft and changed the account email to a new one which I had never known and unliked my steam account with this ubisoft account, however I got my gmail back and started to open a ubisoft recovery ticket and fill up the form but as most of you know that was useless I was really talking to a bot and it sends u a link to the hacker's email and I tested that in many ways because I used to open like 5 tickets a day and send a lot of proofs ( receipts, username history, password history, the guys I played with the the most on r6 ) and I concluded that :

1- there's a chance that the first two responses the from a human

2- This human may put you to speak to bot if he doesn't wanna do his job

3- If you sent any proofs attached to the email the bot won't read it and leave you without any response

Solution (which I believe that made it work):

1-While filling the form I chose I lost access to my email in the what's the recovery reason ( I don't think that's the main reason but gotta mention it)

2- I just made chatgpt write me the description part based on the evidence i told him i have

3- After they sent that they sent a link to attacker's email I responded with "
I filled form saying I lost access to my email so how can I get your link find another way" and they definitely said Unfortunately bla bla bla . Then i replied again with "I do not understand i want to speak to a human" so they mentioned I am speaking to a human and the last thing which is the most important I replied with one word in CAPS "SUPERVISOR"

4- I read on Reddit from a guy how to get my ubisoft account id from the device files and that helped so it's in Documents/my games/ rainbow six siege/ and the name of the subfolder is the account id and it's gonna be in format 8-4-4-4-12,

So i sent it in the reply of the email in the last step however i found out after reading this email after i said supervisor that was it:

Hello there,

Thank you for contacting Ubisoft support, we understand that you lost access to your Ubisoft account, rest assured we will do our best to help you solve this issue.

Since you were not able to confirm your account ownership through the associated email address, we will try to dig further into the issue.

We have redirected your request to our specialist team to further investigate this issue, no need to worry, your case will remain in the escalation queue and will not be closed until it has been reviewed and attended to, our team will contact you as soon as possible.

If you have any further questions, feel free to contact us anytime, we are here to help.

Kind regards, Ubisoft Support.

Which felt different to me and just waiting two days and I woke up on that:

Hello,

At Ubisoft, our priority is to provide you with the best possible experience, and that includes your online security and data integrity. This is why we are contacting you following unusual activity that recently occurred on your Ubisoft account.

Our teams investigated and found that your account has been compromised by access to the email address.

We would like to apologize for this inconvenience and let you know we’ve taken action to remedy this situation. We reversed the latest changes made to your account and implemented additional measures to reinforce your online security.

I would strongly encourage that you secure your email account as your Ubisoft account appears to have been compromised through your email. Alternatively, you can update to a different email.

We also found that account sharing, ubisoft strictly prohibits sharing, trading, or selling account credentials. Doing so violates their Terms of Use, risks fraudulent activity, and can result in permanent account bans or locks on both your current and any newly created accounts. Please note that we will not be able to recover the account in the future.

https://www.ubisoft.com/en-us/help/ubisoft-account/account/article/sharing-your-ubisoft-account-credentials/000065303

Please note that you will have to change your password after receiving this notification. We also encourage you to re-enable two-step verification as soon as possible.

You can find out more about two-step verification here: https://www.ubisoft.com/help?article=000065723

We remain at your disposal and ready to assist you should you have any questions.

Kind Regards, Ubisoft Support.

So I found out they reverted everything and sent me a link to reset my password

That's the whole story I hope I helped you guys and if u need any help u can leave a comment or something and I'll do my best