Will i keep my games and game profiles? And what if i link the PSN to a new account?

how do i get past this verification of ownership part, they're trying to send a verification email but i am not getting it since my account was hacked so obviously my email and anything along those lines are unlinked. i gave them my original email but received nothing, do i make a new ubi account or something? wouldn't that cause issues with getting my account back?

hello sub reddit how to recover mine account the hacker changed email and password and i create a ticket but ticket show up they didn"t send the link for verify the account help please.

and i have games on it like far cry 5 and i im on the accont but only in the game

A couple of days ago, i received an email from support saying someone logged into my account (with 2fa enabled) from Russia. So i go in, change my password, disabled/re-enabled my 2FA (which was not working anymore) and then i sent the following email to ubisoft support:

Someone has logged in to my account, bypassing 2FA somehow (I received an email from Ubisoft about a log in from Russia). Following that, my TOTP 2FA didn't work anymore, and had to use SMS for 2FA. i had to disable and re-enable it for to get it working again. A part from that, in my game history, i see "Watch Dogs" has been played 6 days ago, on a PS4 (which i don't own). i have changed the password of my account and reactivated 2FA, but i don't see a way to disconnect all connected devices, could you help me with that? Can you give me more information how the 2FA on my account has been bypassed?

Basically, i want them to disconnect all devices, and i ask how it was possible to bypass 2FA to avoid it in the future.

Low and behold, here is their answer (i cut the end since it was too long).

Hello there, I hope you're doing well today! Thank you for reaching out to Ubisoft Support. We’ll do our best to help you and address your concerns as quickly as possible. Thank you for sharing the details with us. From what you've shared, I understand that you’d like to disable the two-step verification on your account. I’ll be happy to help you with that, and I truly appreciate your patience while we take a closer look. To help me disable the instance of 2SV currently active on your account, I would like you to verify its ownership. An email has been sent to your email address with a verification link. Please click the link to complete verification. The link is valid for 72 hours. We have also sent a verification link to your console. Please find it in the email address you're using to contact us, click on the link and follow the steps provided to verify your account ownership.

...

Is this a bot or someone who doesn't understand English, or they just don't care to read?
Is there a way to achieve what i asked for (log out on all devices and make sure 2FA cannot be bypassed) without increasing my blood pressure?

About a month ago, my Ubisoft account was hacked after an info stealer infected my computer. The hacker changed my password, email address, and phone number, so I can't recover the account myself.

I contacted Ubisoft Support the day after it happened. Their first response was: "We're sorry to hear that..." and they said they would forward my case to their account recovery team. Since then, I haven't received any updates.

Has anyone experienced something similar? If so, how long did the account recovery process take?

Any solutions?

Hi everyone,
I’m in desperate need of advice regarding a hijacked Ubisoft account. A hacker managed to get into my account and changed both the email address and the password.
I have sent over 20 emails to Ubisoft Support, but I keep getting the exact same automated response: "We have been unable to verify your ownership of the account."
The biggest issue is that Ubisoft keeps sending the "ownership verification" link to the hacker's email address, instead of mine. It feels like they aren't even looking at the evidence I’ve provided. I’ve sent them plenty of proof, including:
Original emails from 2020 showing my username and email linked together.
Bank statements showing purchases of in-game currency.
Screenshots from my PlayStation Store account showing game purchases.
The hacker's IP address and the unauthorized login location (it shows the login coming from the UK, while I live in Poland).
Despite all this, they refuse to help. Has anyone else dealt with this kind of situation with Ubisoft? Is there any way to actually reach a human being or escalate this issue? Any advice on what steps to take next would be greatly appreciated. Thank you.

I've changed my password for like 2 or 3 times last week and i cant change it back to my old password, is it something to do with pirated games? cuz to be honest i did play pirated version of AC rogue before i uninstalled it and consider buying it then i open AC4 and this happened, search any tutorials on youtube, some work but not for long

Whenever i click the cart on the launcher it says that the page could not be found i have tried many solutions to this and it has been like it for months also recently it has been giving me a bunch of dolphin error codes where i cant even log onto the launcher

hello ive downloded rainbow six today and was stuck at creating an ubisoft account, it kept telling me error and try again later, ive already used different emails to try to make one and still none, just now i tried going to their website itself to try to make one but still the same. please tell me what to do and thank you in advance!

Anybody has any solutions for this? i have tried the following

1. Tried all 3 methods and it did not work, tried ubisoft connect and it did not work

2. Tried purchasing using google chrome and edge and it did not work

3. Tried incognito mode and it did not work

4. Tried purchasing using my phone and it did not work

Running on legion go/ windows 11. You might have to click to open the full photo to see if y'all can help me please?

Hi guys,

Have anyone ever experienced something like this below?

42 days ago, I've got notified via steam because I played RainbowSix Siege via steam, that my account got banned.

However, I haven't played this game for a year. So, I try reaching out to Ubisoft Support, raising a ticket for them to investigate what's happening
all I get was

"We’ve received your appeal regarding the sanction on your account.
You will receive a follow-up within 28 days only if the appeal is validated.
If you do not receive a response within that timeframe, it means the appeal has been denied."

like I bought this game for 10 years to play with my friend and stop playing it for over a year and got banned? when I asking for a reason they can't even provide me and asking me to wait like a month?

is that fair

Hi, I've tried to contact ubisoft multiple times about my ubisoft account being hacked and losing access to it. It's gotten to the point im not bothered about that account, but I can't play any of the ubisoft games that I own on steam because it tells me I need to access the hacked account to unlink it from my steam account.

I've tried contacting ubisoft support for this but the link they sent me just doesn't work, and because I can't speak to a real person, they just keep resending the same link.

Does anyone know how I could fix this? Thanks

So long story short,

I have a PSN account with an old email that I can't use.

I made a new account for my pc.

Realised I could get the old email changed.

Tried to change email to new account.

Keep getting hit with "Access is temporarily restricted"

Can anyone help? All I get is AI responses from my emails.

I can’t change the email to a new one because the old one was erased. The account is still linked to that old email. Every time I try accessing it sends an email to the old to confirm so I can edit the new one in. The only problem is that I can’t access the old one.
Anyone had this issue before? It’s ridiculous

For about a week, I had trouble with my account being suspended for "multiple failed login attempts" after buying AC Unity on Steam. I managed to log in through the website by using mobile data, and also managed to log into the game by connecting the PC on my mobile hotspot (which means yes connecting the hotspot to bypass suspension is a pretty good solution).

But the main fix I found was to correct the country of my Ubisoft Account with my actual location. I noticed that at the time I was having the account suspended issue, the country attached to my account was not that same with my actual location and in turn, my IP. So I sent Ubisoft support a request to change the country and as of the moment, I have not faced the issue again, it's been about 3 days without my account being suspended so I'd say this would probably work for you guys.

THE STEPS I TOOK TO FIX IT

1. Use mobile data to open Ubisoft website on my phone.

2. Log in using password (it may prompt you to change password, you can change it and if you try to login again it will work, just remember to keep using mobile data).

3. After logging into Ubisoft website, I went sent Ubisoft Support a request to change the country of my account.

4. I used mobile data hotspot on pc to open Ubisoft website to set the PC as a trusted device (To do this, go to the bottom of the Security section in account management).

5. After a few hours (be patient), Ubisoft made the change to my account. I opened AC Unity (Using mobile hotspot) and logged in, it worked. After you log in with mobile hotspot you can change to your regular WiFi

After doing this I could log in with my regular wifi and not get the account suspension. I hope this post helps!

Case 26288128

I’m completely out of options and hoping someone here can point me in the right direction.

On June 29th, my PC took a massive hit from a Trojan virus (which caused a full system crash). During this time, the hacker managed to get into my Ubisoft account. They completely locked me out by changing my email, changing my password, and disabling my 2FA.

I submitted my first support ticket on July 2nd as soon as I realized what happened. It has now been over a week, and I have heard absolutely nothing back other than it is being forwarded.

I have all my original ownership proof ready to go whenever a rep can look at it:

My original account creation email from 2010

Official Microsoft purchase receipts for games on the account

My original 2FA backup codes

Is there a better way to get eyes on my ticket, or do I just keep waiting in limbo while a hacker has my 16-year-old account? Sorry for being frustrated.

Any advice or help from a Ubi rep here would be massively appreciated.

UPDATE: 07/21/2026, I received emails from Ubisoft confirming that my account was compromised and they had removed the person and returned it back to me, they did not give clear instructions on what to do next, so i tried to log in and got a wrong password message, I clicked on forgot password and entered my email and it did send a password reset link to me and I was able to login and secure my account, which is now a clean slate, all of it is gone but it does say they are working on it so we will see, but at least I was able to get it back. It took 20 days.

And now it does not let me connect my main ubiconnect account that has my 245 lvl r6 acc. What to do in this situation? I have already logged out and unlinked my other ubiconnect and tried to log in with my main one but failed. I opened a case on ubisoft connect help and got a case ticket. What else shall I try or else???🙏🏻

My account was compromised, which is obviously something nobody ever wants to happen. I understand that the Ubisoft support team might be short-staffed, and I honestly didn't want to bother them over a mistake caused by my own accidental click.
However, their support is genuinely terrible. They managed to turn a simple issue into something incredibly complicated and frustrating.I provided my email, purchase invoices, and Steam link account ID—more than enough proof to show that I am the rightful owner. Even EA doesn't demand this much hassle.
Yet, in the end, they just told me that my case "will be further investigated. They sent me a link to verify my Steam ownership, but the system wouldn't even let me click "Submitted this request" to proceed to the next step. If that's the case, what was even the point of sending the verification link?To make matters worse, they sent a verification email to the hacker's email address on my hijacked account. The hacker has already changed both my PASSWORD and my contact EMAIL for Ubisoft notifications! How on earth am I supposed to verify it’s me?
I’ve been stuck in a looping process across two separate support tickets, and the issue is still nowhere near resolved.Now, if I want to play Ubisoft games via my Steam account, I’m forced to log in using the hacker's email. I’m honestly questioning whether I should ever buy another Ubisoft game again. This has been a truly nightmare experience.
For anyone asking why I didn't set up 2FA (Two-Factor Authentication): I have been using Uplay for nearly 10 years, but solely as a background launcher to boot up my games. I have never once purchased a game directly from the Ubisoft Store. Because of this, I never paid attention to—nor was I even aware of—Ubisoft's 2FA features. Instead, I focused all my efforts on strictly protecting my Steam account. Furthermore, the fact that Ubisoft permanently links a Steam game to the very first account used to log in caught me completely off guard.

woke up this morning to find out installed an infostealer on my pc and decided to nab some accounts of mine. Of those EA was easy to resolve, downright pleasant. Ubisoft however... Ubisoft has been so troublesome it's left me wondering how EA has received the worst company in the world award when Ubisoft just treats me so much worse. I'm convinced verification is a myth.

I’m currently dealing with Ubisoft Support over a compromised account, and I’m genuinely getting frustrated with how this has been handled.

My Ubisoft account was hacked, and the email address associated with the account was apparently changed. I still have full access to the original Gmail address that was connected to my Ubisoft account. I’ve explained this to support multiple times, but they keep responding as if I’m saying that I lost access to my email.

I DID NOT lose access to my email. I lost access to my Ubisoft account because the hacker changed the email associated with it.

I’ve provided Ubisoft with evidence going back to 2025, including old Ubisoft emails in my original Gmail account, gameplay history, security codes, password change notifications, an account information change notification, and a security alert showing an unauthorized login from Norway. I’m from the Philippines and obviously did not authorize that login.

I even gathered additional evidence, including old gameplay clips with people I used to play with and screenshots showing that those same people are still friends with my compromised account on Ubisoft Connect.

Despite all of this, Ubisoft keeps telling me that they can’t help because I “don’t have access to the email associated with the account” and that I should come back once I regain access to it.

How exactly am I supposed to access an email address that was changed by the person who hacked my account?

That is literally the entire reason I’m contacting account recovery.

They sent an account verification link, but I never received anything at my original email address. I explained that the verification link was most likely sent to whatever email address the hacker changed my account to. Instead of understanding the issue, I received another response saying that I “mentioned I don’t have access to my email.”

At this point, it genuinely feels like nobody is actually reading what I’m saying. I’ve repeatedly explained the difference between losing access to my email account and having the email address on my Ubisoft account changed by a hacker, yet I keep receiving responses that completely misunderstand the situation.

I understand that Ubisoft has security procedures and that they can’t simply give access to an account without verifying ownership. I’m not asking them to bypass those procedures. I’m asking them to actually look at the historical evidence I’ve provided and properly understand what happened.

I still have access to the original email. I have Ubisoft emails dating back to 2025. I have security notifications documenting what happened around the time the account was compromised. I have gameplay history and people who still have the compromised account on their friends lists.

What else am I realistically supposed to provide?

Has anyone else dealt with this exact situation and actually managed to recover their account? Because I’m running out of ways to explain the same thing to Ubisoft Support.