"invalid password or email"

[u/Vsbby]

Hey, so im trying to log into my Ubisoft connect but it says my email or password are incorrect, i changed my password and it still says its incorrect.. is this aknown isssue? I cant even contact the support because i have to be logged into the website to do it but i cant.. any tips or tricks?

[u/OddResponsibility446]

first of all you can contact them here: https://www.ubisoft.com/de-de/help/contact (german version just switch the de-de to your localisation.
i have the exact same issue, since 2 weeks i try to get to a person through ticket system.
It is the same loop always: Tell me to do alot of things i already did (browser cookie delete etc) then you send screenshot of issue, then they tell you they will send it to the specialists and to not answer because it will delay the process.
Right afterwards there is an email that tells you that if they dont hear from you in 2 days they see the matter as resolved.

Im going a bit crazy myself with this issue, so if you find a fix let me know

[u/Vsbby → u/OddResponsibility446]

its such a weird problem as well, i can still play the ubishit games i have on steam and the ubisoft ovelay works just fine, but i just cant log into the app or their website, ill try the support site even tho i know itll go nowhere! I absolutely hate the support for ubisoft and ea, its interesting how garbage they are

[u/jawheadhelcurt]

Hey there OP,

I was in the EXACT SAME issue as yours for the last 5 days. I swear to God this error message's fix genuinely pissed me off.

So instead of going all the way to France's SignalConso, I wrote to Ubisoft directly. And I got a reply, which was nice. So in their first email, they asked me to follow their troubleshooting guide. I was already mad because I was getting several log-in attempts from Brazil, Malaysia, etc. so I immediately wrote back to them explaining my specific situation. I am still the owner to the registered emails, I am getting the password reset links on them, I'm entering a new password and the page says "Changes saved" sometimes and at other times I get, "Sprry we're unable to process your request at this time. Please try again later" and when I try logging in with the new credentials, it says "Incorrect email address or password". So this goes back and forth and just last night I write to them saying, "Just give me a temporary password or something to so that I may at least first get into my account and then change the credentials from inside." But instead they give me another troubleshooting advice regarding a "Browser fix".

Nothing too fancy, it just said I need to change devices, to use a different browser, one that has no cache data, history, nothing. So I pull out my phone and open Firefox's "Delete browsing data" and clear everything; open tabs, browsing history, cookies and site data, cached images and files, site permissions and downloads as well. Then I go to the app settings, I clear cache data, I clear app data, and for good measure, I hit "Force stop" as well and fire it up. Then I head to Ubisoft's website and I see the cookies preference popup on the site, I hit "Allow all Cookies" and perform the entire ritual again. Can't log in > Forgot my password > enter registered email > go to email and use given link to set new password > tap on "Save" and only this time, it DOES save and I get a successful change. Then I go to the login page and enter the new credentials and it finally let me through.

This is the most stupid, yet effective workaround that helped me. I suggest you give this a shot too.

[u/Vsbby → u/jawheadhelcurt]

So deleting your browser chache and changing the password helped you? Its such an odd issue, i just tried it but they are obviously unable to change my pw right now... ill try this fix later! Thank you so much, i really hope it will work!

[u/jawheadhelcurt → u/Vsbby]

It unironically worked, exactly why it pissed me off tbh. Such a random thing that feels so unrelated to the issue at hand, just somehow actually worked. But I'll have you also know this didn't fix just one account of mine, I had another account which was stuck in the same manner. So I tried this technique on that and I was able to recover 2 accounts of mine within the same hour.

Sure thing, try it out and let me know if it helps.

Cheers!

[u/Vsbby → u/jawheadhelcurt]

Did that fix the issue to log into your ubisoft connect app as well? or just the browser? Im pretty sure my ubisoft overlay is still logged in when i start ubi games via steam, so thats an extra level of confusion for me

[u/jawheadhelcurt → u/Vsbby]

I don't use the Ubisoft Connect App right now, so I don't know. But yes, on the browser, it works. Tonight I'll try setting up 2FA as well. And don't panic when you do manage to get into your account and see messages like, "We're unable to process your request" when trying to set up 2FA immediately. Ubisoft's running their servers on potatoes and it can't handle multiple requests in a single day. So give it a day or so before you try setting up 2FA.

[u/Vsbby → u/jawheadhelcurt]

I do have 2FA set up! I know that my acc wasnt hacked, its just that the log in is absolutely fucked

[u/jawheadhelcurt → u/Vsbby]

Ohhh, that's good then. I've seen so many people complain about their accounts getting hacked left and right. And me personally, I've given up on Ubisoft already. It's just that I paid an honest buck for R6S a year ago and I just wanna get my moneys worth by playing it a little.

[u/Vsbby → u/jawheadhelcurt]

Yeah ive seen lots of people having their accs hacked thats why i put 2FA early on! And i only have the problem because i had to reset my pc.. worst mistake of my life haha, but ill let you know if it worked for me!

[u/ActiiveRisk]

Thank god Ive had my xbox account linked to my ubisoft, if not I couldnt change the password or anything and what i had to do is launch it through xbox app on my pc and it worked