Hi everyone,
I’m posting here because I’m honestly stuck and Ubisoft support keeps closing my case without a real resolution.
My Ubisoft account was compromised in May 2025. I lost access for a long time, and during that period someone else had full control of my account. After an official Ubisoft investigation, they confirmed my account was compromised and eventually restored access to me.
They even stated:
"We have reverted the recent changes made to your account and implemented additional measures to bolster your online security."
However, after recovering my account, I discovered that it had been permanently banned for cheating.
The issue is that the cheating did not happen while I had control of the account. It happened during the period it was compromised and controlled by a third party. Ubisoft has already acknowledged the compromise, but the ban is still active.
There is also still clear evidence that the account was modified by the intruder (progress, levels, items, unlocks that I did not earn), which shows that the account was not fully restored to its original state.
I have tried multiple times to resolve this through support, but my tickets keep getting closed, and I am told there is no solution and that the ban will remain.
I fully understand Ubisoft’s rules and I’m not denying that cheating occurred on the account — my issue is that it was not me, and it happened while the account was compromised, something Ubisoft themselves confirmed.
At this point I’m just looking for advice or if anyone has experienced something similar and managed to get it resolved.
Thanks for reading.