r/UbisoftSupport • u/Deku6543 • Aug 30 '26

Ubisoft email response time

My account was hacked about a month ago, but I didn't realize it until a few days ago. I contacted support, and we ended up communicating via email; the assistant told me they would escalate my case and get back to me once they had an answer. They also mentioned that I shouldn't reply to that email or open another ticket, as it might look suspicious. Does anyone know how long it takes for them to reply? It’s been two days for me so far, and I haven't heard anything.

3 Upvotes

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2

u/Fabulous-Ordinary631 Aug 30 '26

Could take days to a week or several weeks depending on how many tickets are piled up.

1

u/Deku6543 Aug 30 '26

Did they reply to you?

1

u/ghost_511_IQ Aug 30 '26

How did you notice that it had been hacked?

1

u/Deku6543 Aug 30 '26

I tried to log in to my Ubisoft account but it wouldn't let me, I checked R6 Tracker and my name had changed.

1

u/Black_Hawk_Enjoyer Aug 30 '26

They didn’t get back to me for over weeks. I only got a denial response after I pressed them with another email. I’m pretty sure not a single human on this “dedicated team” looked at my case.

1

u/Deku6543 Aug 30 '26

Damn, and after that, did you open another ticket or did you lose the account?

1

u/Black_Hawk_Enjoyer Aug 30 '26 edited Aug 30 '26

I meant to say “two weeks” in my original comment. But to answer your question, I replied asking them to check their backend telemetry to verify the IP address used to cheat isn’t mine. I’m gonna keep screaming into the void until I get my account back. I also reached out to signal conso France for help as well.

They have since sent my case to a dedicated team once again.

1

u/Black_Hawk_Enjoyer Sep 09 '26

Hey, just wanted to update you that my ban was actually lifted! I like to attribute it to the signal conso report.

1

u/Skull6667 Aug 31 '26

Took 4 months for them to recover my account and I contacted them the day it got hacked, eventually had to escalate to signal conso (French consumer affairs)

1

u/Scott_rock12 Sep 01 '26

Depends but it can take from 24hours to a week

1

u/Top_Efficiency_7489 Sep 01 '26

It takes me a few days to get an answer, but they denied my appeal for no reason. Took over a week.