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Business Profile

Computer Hardware

Ubisoft Entertainment, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    BBB's Profile for Ubisoft Entertainment, Inc., was created January 1997. A review of the file was done in October 2024. Complaints on file concern issues with updating personal information on their Ubisoft account.

    BBB recommends users to visit Ubisoft Help.

    For additional support, please visit Ubisoft's Contact Us.

Complaints

This profile includes complaints for Ubisoft Entertainment, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,337 total complaints in the last 3 years.
    • 870 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/31/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Ubisoft account *********************** was hacked, mainly due to their negligent 'security' implementations. It has now been 5 days since I submitted a ticket and I have received NOTHING. I have filed 2 tickets, neither have been answered. There is no way to contact them outside of their worthless ticket system and while I wait, heaven only knows what whoever has my account is doing to it (deleting characters etc). I have read horror stories about Ubisoft's customer service and I'm sure their 'F' rating is very well deserved. Many people say they have waited over 20 days to get a reply and if they don't respond within 48 hours, the ticket is closed and you have to start the whole process again.If they are going to sell products that require you to be online, thus exposing you to the deluge of 'people' who are endlessly trying to steal other people's property, virtual or otherwise, then you have to provide expeditious recourse when things go wrong. By this logic, their products are not fit for purpose and they should prevented from selling them until their inability to remedy these issues is ********* be quite honest, I hope they go bankrupt, this whole experience has been quite annoying and stressful to say the least. I should point out that I have thousands of dollars worth of games tied to that account that I cannot access as a direct result of their negligent business practices.Thank you

      Business Response

      Date: 02/04/2025

      Hello, 

      Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  

      Upon investigation of your case and account I see that your case has been updated and we need further information from you to proceed. Please review your open case and provide a Steam purchase receipt to verify ownership so we can proceed, 22633477.  

      Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  

      Kindest regards,
      ****
      Ubisoft Support  

      Customer Answer

      Date: 02/05/2025

      Better Business Bureau:

      They have resolved the problem, I will admit the waiting was a little concerning but the account has been returned, they did solve it very quickly when they got to my ticket. I understand that there is a lot of this stuff going on and I'm not the only one with a problem, but these incidents are extremely annoying and stressful. Thanks to the BBB for helping me out and to Ubisoft for dealing with this as quickly as possible. Just as an aside, I did send two separate tickets to Ubisoft concerning this, so please disregard the second one as the problem has been fully resolved.

      Thank you again.

      *** ******

    • Initial Complaint

      Date:01/31/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is Unacceptable, I buy a video game, pay a full price for it and with a special intention to play a certain part of this game, yet, this company basically nullifies my purchase by locking me out of the one thing i have made my purchase intended for. I did try to contact Ubisoft support, but they are basically ignoring my request and straight up tell me to deal with it myself, wich i cannot do as the problem is concerning me not being able to add a phone number! this is basically scamming me out of my money, by simply not letting me play what i paid for.Shameful!

      Business Response

      Date: 02/04/2025

      Hello, 

      Thank you for contacting Ubisoft Support! 

      We are sorry to hear about these issues you have encountered with adding a recovery phone number to your Ubisoft account. To add a phone number to your Ubisoft account, please follow the instructions provided in the following link: 

      ******************************************************************;

      If you continue to experience a problem adding your phone number to the account, please review our article that further explains why these issues can occur: 

      *****************************************************************;

      Please note that Ubisoft Support is not able to set up your recovery phone number on your behalf, or override this error to allow a phone number being flagged to be used.? We sincerely apologize for any frustration or inconvenience this causes, and ensure you our teams are investigating methods to improve this process. 

      If you still need assistance after reviewing the support articles linked above, please reach back out to us and we will be happy to assist you further! 

      Best Regards, 
      ****
      Ubisoft Support 

    • Initial Complaint

      Date:01/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My ACC got hacked because I got scammed. I only have ps receipts not ubisoft cause I never get the receipt from ubisoft.please help me

      Business Response

      Date: 02/04/2025

      Hello, 

      Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  

      Upon investigation of your case and account I see that our Support team has been able to complete your request.   

      Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  

      Kindest regards, 
      ****
      Ubisoft Support  

      Customer Answer

      Date: 02/04/2025

       
      Complaint: 22876405

      I am rejecting this response because:I still don't get my ACC.I still don't have for that ACC.Please help me

      Sincerely,

      **** Zakhwan

      Business Response

      Date: 02/11/2025

      Hello,

      I see upon review of your case that the issue has now been fully resolved and you have regained access to your account.

      Please let us know if you encounter any further issues.

      Best regards,
      ****
      Ubisoft Support

      Customer Answer

      Date: 02/12/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** Zakhwan

    • Initial Complaint

      Date:01/30/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Trying to add my phone number to my ubisoft account and they claim it suspicious support was unhelpful account name xxxtankaxxx

      Business Response

      Date: 02/04/2025

      Hello,

      Thank you for contacting Ubisoft Support through the BBB Portal! 

      We are sorry to hear about these issues you have encountered with adding a recovery phone number to your Ubisoft account. To add a phone number to your Ubisoft account, please follow the instructions provided in the following link: 

      ******************************************************************;

      If you continue to experience a problem adding your phone number to the account, please review our article that further explains why these issues can occur: 

      *****************************************************************;

      Please note that Ubisoft Support is not able to set up your recovery phone number on your behalf, or override this error to allow a phone number being flagged to be used.? We sincerely apologize for any frustration or inconvenience this causes, and ensure you our teams are investigating methods to improve this process. 

      If you still need assistance after reviewing the support articles linked above, please reach back out to us and we will be happy to assist you further! 

      Best Regards, 
      ****
      Ubisoft Support 

      Customer Answer

      Date: 02/04/2025

       
      Complaint: 22874724

      I am rejecting this response because: my phone number is a yeard old with no bad history and i read online you can manulally add it 

      Sincerely,

      ***** *****

      Business Response

      Date: 02/11/2025

      Hello,

      Thank you for your update!

      I see you had read online that Ubisoft Support could manually override the error for your phone number to add it for you despite the warning of it being flagged as suspicious.  Sadly, this is not true as Ubisoft Support has no ability to override this error, or manually add phone numbers to accounts. 

      What is possible is the removal of a phone number from one account so that it can be added to another, so if your issue is that the number you'd like to use is tied up with another account please do contact Support.

      However, as I can see that in your case the issue is related to an error when adding, please note that there is not any alternative Support can offer for this besides to try another phone number or at another time.

      Please let us know if you have any questions!

      Best regards,
      ****
      Ubisoft Support

    • Initial Complaint

      Date:01/29/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Someone gained access and hacked my Ubisoft account and ********************** refuses to help me regain access. I no longer have access to the account or the games that I paid for. More details below:I received an e-mail from Ubisoft saying there was a "New login location detected with my Ubisoft account". The location was in ******. The e-mail stated I should change the password to my account. I changed the password to my account, but whoever logged in from ****** set up 2 Factor Authentication and I can no longer log into my account to access the games that I purchased. I reached out to Ubisoft to help recover my account, but they are refusing to help me and will not give me any explanation as to why they will not. My case number with them is ********.

      Customer Answer

      Date: 01/30/2025

      Hello, I am reaching out to let you know that the company finally resolved my issue after I told them I contacted you.  I'm not sure what the next steps would be, but I just wanted to inform you that my issue has been resolved.  

    • Initial Complaint

      Date:01/29/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good Morning,Very recently I had all of my accounts breached. Unfortunately, I lost many accounts, including my ********************** account of course. I have blatant evidence of my account being hijacked yet Ubisoft is being stubborn. I have spent years on my account and they are refusing to help me due to asking me to verify. However, I CANNOT verify with 2FA because my information was changed and I obviously have proof of that. What I have attached below is proof of my password being reset on my email, and my 2FA codes which dont work. I showed the 2FA codes because it proves it was changed. I have also attached an email below from a college I have an email for. The email entails that malware was detected on my desktop, which proves someone easily could have been stealing my data.

      Business Response

      Date: 02/04/2025

      Hello, 

      Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  

      Upon investigation of your case and account I see that your case has been updated and we need further information from you to proceed. Please review your open case, 22534581.  

      Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  

      Kindest regards, 
      ****
      Ubisoft Support  

    • Initial Complaint

      Date:01/27/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,Recently, I signed into my Ubisoft account in order to try and get a re-sync of the data from my Xbox to my Ubisoft account, since my previous one was hacked and I guess they unlinked my Xbox. ********************** is the email of that account.When checking out the cases on my account, I came across a case (********) that I never saw regarding my old account that was hacked, and it asks what email I would like to use for it. However, I can't respond directly to the case because of extended inactivity (as seen in the uploaded images). So, like any logical person, I made a new case, referenced the case number, and told them the new email I would like to use for the account. To my surprise, I was constantly told to respond directly to the case, which I can't! Despite uploading even a screen recording (uploaded to case ********) showing that I couldn't respond to the case, I was just met with constant templates denying me recovery.Please update the SuperiorTen5333 (e4bfdaaa-3b06-42cd-98b3-960ae108637d) account to ********************** so that I can access it again. This way, everything should be resolved.Thank you,Mik

      Business Response

      Date: 02/04/2025

      Hello, 

      Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  

      Upon investigation of your case and account I see that our Support team has been able to complete your request on case 22600952.   

      Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  

      Kindest regards, 
      ****
      Ubisoft Support  

      Customer Answer

      Date: 02/04/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** ***

    • Initial Complaint

      Date:01/27/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My account was stolen because Ubisoft changed my email address for a hacker. I warned them that someone was trying to access my account and they still changed my account information without my consent. The hacker now has access to personal information and has sent me messages, presumably trying to extort money from me to get my account back.

      Business Response

      Date: 02/04/2025

      Hello, 

      Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  

      Upon investigation of your case and account I see that our Support team has been able to complete your request on case 22566710.   

      Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  

      Kindest regards, 
      ****
      Ubisoft Support  

      Customer Answer

      Date: 02/04/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** M

    • Initial Complaint

      Date:01/26/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,I am writing to file a formal complaint against Ubisoft for their failure to address an ongoing security issue with my account. Recently, my ********************** account was compromised by a hacker who gained unauthorized access and used it to cheat in various games.I immediately contacted Ubisoft support, providing all necessary information and documentation to verify my ownership of the account. Despite my repeated attempts to prove that the account is mine, I have been met with unhelpful responses. Ubisofts support team insists that I must provide further proof, despite the fact that I have already submitted sufficient verification details, such as my accounts linked email, transaction history, and account recovery ******************************'s refusal to take action on the matter and their lack of meaningful communication has caused me significant frustration, especially since they have acknowledged the security issues but have not been able to resolve them in a timely manner. As a loyal customer, I expect better treatment and resolution for the unauthorized actions on my account.I respectfully request that the BBB assist me in facilitating a resolution to this matter. My main concerns are:Immediate restoration of my account access.A thorough investigation into the hacking incident.Clear communication from Ubisoft regarding the next steps.I appreciate your time and assistance in addressing this issue.This incedent occurred on Case No ********

      Business Response

      Date: 01/30/2025

      Hello, 

      Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  

      Upon investigation of your case and account I see that your case has been updated and a final response was sent in regards to our ability to verify original ownership for the account in reference. Please review your open case, 22616222.  

      Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  

      Kindest regards, 
      ****
      Ubisoft Support  

      Customer Answer

      Date: 01/30/2025

       
      Complaint: 22860277

      I am rejecting this response because:
      My account got hacked and i recently got it back. Someone cheated on it i have a receipt if that helps proving that the account is mine.
      Sincerely,

      *** ******

      Business Response

      Date: 02/04/2025

      Hello,

      Thank you for your update!

      As previously noted on your case, the ban appeal has been denied after a full review of your account, login record, and in-game actions log.  This is not an error and will not be overturned.

      Please note that Ubisoft Support cannot overturn this decision and as such cannot offer further support in regards to this issue. 

      Best regards,

      ****
      Ubisoft Support

      Customer Answer

      Date: 02/04/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *** ******

    • Initial Complaint

      Date:01/25/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Attempted account recovery with ********************** to recover a lost account with which the email address linked with the account has been deactivated due to inactivity and no longer exists. I filed out their recovery form as well as all the information they asked for in every box. I also have further evidence to prove ownership. It took over a week for a response and when they did respond it was with a failed recovery. They claim that they couldn't prove I am the owner as well as not giving me a chance to dispute the claim using a link that was supposed to be in the email. I have several games linked with the account through Steam and Xbox. I don't know what other information I am supposed to give if the information they asked for isn't enough to prove ownership?

      Business Response

      Date: 01/28/2025

      Hello, 

      Thank you for reaching out to Ubisoft via the BBB. I understand how frustrating this account recovery issue has been and I sincerely apologize for any stress it has caused.  

      Upon investigation of your case and account I see that your case has been updated and we need further information from you to proceed. Please review your open case, 22497998.  

      Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.  

      Kindest regards, 
      ****
      Ubisoft Support  

    Ubisoft Entertainment, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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