How to Contact Ubisoft: Your Comprehensive Guide
So, you need to get in touch with Ubisoft? Whether you’re facing a technical glitch, have a billing query, want to report an issue, or just need some general assistance with one of their many games, navigating the support channels of a large company can feel like a level in itself. Fear not, intrepid gamer! This guide will provide you with a clear and comprehensive roadmap to contacting Ubisoft, ensuring you get the help you need as efficiently as possible.
The most direct ways to contact Ubisoft are through their support website, social media channels, and email (for account-specific issues). You can also find help within the Ubisoft Connect PC overlay. Each method offers different levels of support, so choosing the right one will save you time and frustration. Let’s dive into the specifics.
Exploring Ubisoft’s Support Channels
Ubisoft’s Support Website: Your First Stop
The Ubisoft Help website (usually accessible by searching “Ubisoft Support”) is your primary portal for all things support-related. Here’s what you can do:
- Browse the Knowledge Base: Before contacting support directly, take advantage of the extensive knowledge base. It’s packed with articles, FAQs, and troubleshooting guides covering a wide range of topics, from account management to game-specific issues. Use the search bar to quickly find information relevant to your problem.
- Create a Support Case: If the knowledge base doesn’t provide the answer, you can open a support case. To do this, you’ll need to log in to your Ubisoft account. Be as detailed as possible when describing your issue, including the game title, platform, and any error messages you’ve encountered. Include screenshots or videos if applicable.
- Check the Status of Existing Cases: After submitting a case, you can track its progress within the “My Open Cases” section of the support website. This allows you to stay informed about updates and responses from the support team.
Leveraging Social Media: Fast and Public
Ubisoft maintains active profiles on various social media platforms, including X (formerly Twitter) and Facebook. While not ideal for complex technical issues, these channels can be useful for:
- Quick Questions: If you have a general question or need a quick clarification, social media might be the fastest way to get a response.
- Reporting Bugs: You can report bugs or glitches to Ubisoft’s social media teams, who may forward the information to the appropriate developers.
- Staying Updated: Follow Ubisoft’s social media accounts for announcements, news, and updates on known issues and server maintenance.
Keep in mind that responses on social media are often public, so avoid sharing sensitive information like your account password or credit card details.
Direct Email Support: For Account-Specific Matters
For issues related to your Ubisoft account, such as account recovery or security concerns, you can contact Ubisoft via email at [email protected]. When emailing:
- Include Your Account Details: Be sure to provide your account username and email address.
- Be Clear and Concise: Clearly state the issue you’re experiencing in the subject line and body of the email.
- Avoid Sharing Sensitive Information Publicly: Do not share sensitive information, such as your password, via email.
In-Game Support: Ubisoft Connect PC Overlay
While in-game, the Ubisoft Connect PC overlay provides access to various features, including:
- Group Chat: Start group chats with friends.
- News and Updates: Stay informed about game-related news and updates.
This overlay is helpful for connecting with friends and accessing game-related information, it may not be the primary method for addressing technical support issues.
Discord: Community and Ubisoft Interaction
Ubisoft has an official Discord server where you can interact with other players and Ubisoft’s team. This is a good place to:
- Ask for Help: The community can often provide helpful tips and solutions to common problems.
- Report Bugs: You can report bugs directly to Ubisoft staff.
- Participate in Discussions: Engage in discussions about Ubisoft games.
Making a Complaint to Ubisoft
If you’re unsatisfied with a product or service, you can file a complaint by:
- Logging in to the Ubisoft Help Site.
- Selecting an existing case from the “My Open Cases” section, or opening a new support case.
Be clear, concise, and respectful in your complaint. Provide all relevant details, including the product or service in question, the date of purchase (if applicable), and the nature of your complaint.
Understanding Refund Policies
If you’re seeking a refund for a Ubisoft game or service, follow these steps:
- Sign in to your Ubisoft account.
- Hover over your profile picture and select “My orders”.
- Locate the order and select “View order details”.
- Choose “Request a Refund”.
Keep in mind that refunds are subject to Ubisoft’s refund policies, which may vary depending on the game, platform, and purchase date.
Troubleshooting Common Login Issues
Experiencing trouble logging into your Ubisoft account? Here are some troubleshooting steps:
- Check for ongoing maintenances or degradations of Ubisoft Services.
- Check your internet connection.
- Check if Ubisoft Connect PC is running in offline mode.
- Check your security software.
- Update Ubisoft Connect PC to the latest version.
Ubisoft+: Subscription Support
For any issues related to your Ubisoft+ subscription, such as payment problems or access issues, contact Ubisoft support through the website. Specify that your inquiry is regarding Ubisoft+ to expedite the process.
Conclusion
Contacting Ubisoft for support involves navigating various channels, each with its strengths and weaknesses. The Ubisoft Help website is your best starting point for most issues, while social media can be useful for quick questions. Email support is available for account-specific matters, and the Discord server provides community-based support. By understanding these different channels, you can effectively reach out to Ubisoft and get the assistance you need to continue enjoying their games.
The Games Learning Society provides valuable research and resources on the intersection of games and education. Visit GamesLearningSociety.org to learn more.
Frequently Asked Questions (FAQs)
1. How long does it take Ubisoft support to respond?
Response times can vary, but typically you can expect a response within 48 hours. However, during peak periods or for complex issues, it may take longer.
2. Why is my Ubisoft account suspended?
Ubisoft accounts are temporarily locked due to suspected fraudulent activity. Repeated attempts may result in a permanent ban.
3. Can I recover a Ubisoft account?
Yes, you can recover access to your Ubisoft account if you lose it. Visit the Ubisoft support website for instructions.
4. Why won’t Ubisoft take my money?
If your Ubisoft+ subscription payment has failed, there may be an issue with your payment method. Check your card’s expiration date, validity, and balance.
5. Does Ubisoft send emails?
Yes, Ubisoft sends emails to verify account activity and ensure security. Always be cautious of phishing attempts and avoid clicking on suspicious links.
6. How long does Ubisoft block you from logging in?
If temporarily suspended due to failed login attempts, wait 20-60 minutes between new sign-in attempts.
7. Where is Ubisoft located?
Ubisoft is headquartered in Paris, France, with development studios and business offices around the world.
8. Does Ubisoft Connect still exist?
Yes, Uplay is now Ubisoft Connect PC, offering unified experiences across platforms.
9. Does Ubisoft have Discord?
Yes, Ubisoft has an official Discord server for community interaction and support.
10. How do I connect to Ubisoft servers?
Launch Ubisoft Connect on your PC and the mobile app on your device, then log into the same Ubisoft account. Select the game from your library.
11. What does Ubisoft+ get you?
Ubisoft+ provides access to over 100 games on PC, including new releases, along with additional content like expansions and season passes.
12. Who owns Ubisoft?
The Guillemot family and Tencent collectively own roughly 20% of Ubisoft shares.
13. Do Ubisoft employees get free games?
Yes, Ubisoft employees get 2 free games per year and access to the whole Ubisoft catalogue if they play on PC through Ubisoft Connect.
14. Why does my phone number not work on Ubisoft?
Try adding the phone number again later or using a different number. Repeated attempts may label it as suspicious.
15. What is the legal name of Ubisoft?
The legal name of Ubisoft is Ubisoft Entertainment SA.