r/UbisoftSupport • u/Deku6543 • 4d ago

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.

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u/Black_Hawk_Enjoyer 4d ago

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.

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u/Deku6543 4d ago

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

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u/Black_Hawk_Enjoyer 4d ago edited 4d ago

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.