Hello everyone, thank you for checking out this pinned post. This forum is dedicated to supporting our Ubisoft Connect services.

Before creating a thread, please search for similar issues reported by other players, to prevent duplicate threads from being made.

This forum is to be used for support with the following products >>

Ubisoft Connect gamer launcher
Ubisoft Connect website (https://ubisoftconnect.com/)
Ubisoft Connect mobile app for Android and IOS devices

This error message is usually seen if you are using an out-of-date Ubisoft game launcher. To help resolve this issue, please try all of the following steps >
 
STEP 1. If you are using an outdated version of Ubisoft Connect, or you are using our previous game launcher Uplay, please download the Ubisoft Connect launcher here > https://ubisoftconnect.com/
Please install the new game launcher in the same file directory as any old Ubisoft launchers you may have had previously installed.
 
STEP 2. Run the program with Administrator rights, but enable this in the games Properties menu, permanently, by right-clicking on the launchers .exe file and the games .exe file, selecting its Properties menu, selecting the Compatibility tab, then check the Run as Administrator box.
 
STEP 3. Should the above steps not resolve the issue, please try deleting the Ubisoft Connect 'cache' folder, please view this article on how to locate this > https://www.ubisoft.com/help?article=000061966

 
This message usually means that the Ubisoft Connect launcher is unable to connect to the game servers/service. To try and resolve this connectivity issue, please try the following steps >
 
STEP 1. First of all please check our Ubisoft Help website homepage, for any news banners that state there may be degradation with our servers in your location > https://www.ubisoft.com/help
 
STEP 2. Next, please make sure you are using the latest version of the Ubisoft Connect launcher and it is fully updated, you can download this here > https://ubisoftconnect.com/en-GB/
 
STEP 3. Check your network restrictions, disable IPv6 and disable your Proxy in your network settings on Windows by following each step in this guide > https://www.ubisoft.com/help?article=000064731
 
STEP 4. Finally, if using Windows 10, try a Network reset >
- Click on the Windows symbol on the bottom left of the screen.
- Click on the Gear to access the Settings page.
- Click on "Network & Internet"
- Click on "Network Reset"
 
After performing each of these steps for your respective error message received, please try launching Ubisoft Connect again.

Please try the following workaround >
 
STEP 1. Open the Run command by pressing the R key and Windowskey at the same time.
STEP 2. Type in %AppData% and confirm by pressing Enter or by clicking OK. 
STEP 3. Navigate to the following directory: C:\Users\Username\AppData\Local.
STEP 4. Delete the Ubisoft Game Launcher folder. 
 
You should now be able to start Ubisoft Connect again. 

Hey everyone!

We see a high volume of posts made here on the Ubisoft Forums about Ubisoft Account-based issues. In most cases, these cannot be addressed in a public thread, and must instead be handled in a support case, via Live Chat, or through private messaging our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts on social media.

This thread is designed to provide you with all of the information you'll need about your query, and to inform you whether it is possible to resolve it without our help. If you are unable to find the answer you're looking for, or if you need further help from us, don't hesitate to get in touch using the methods stated above.

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ACCOUNT CREATION

Can we assist on the forums?
We can provide limited assistance and guidance via the forums with regard to account creation. If looking to create a Ubisoft Account, you can do so from our account management website. Please refer to the support articles linked below for more information about the creation processes for both standard and young player accounts, and don't hesitate to reach out to us in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts if having any issues:

Creating a Ubisoft Account
Creating a Young Player Account
Verifying your Ubisoft Account


UPDATING YOUR ACCOUNT INFORMATION

Can we assist on the forums?
We cannot assist with updating your account information via the forums. Many details can be updated without our help over on our account management website, but for those details that do require us to update them on your behalf - such as your country of residence and date of birth - you should reach out to us in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts for further assistance. Check out the support articles linked below for more information:

Changing the username on your Ubisoft Account
Understanding legacy usernames
Changing the email on your Ubisoft Account
Changing the password on your Ubisoft Account
Changing the avatar on your Ubisoft Account
Sanctioning Ubisoft Connect avatars
Changing the first or last name on your Ubisoft Account
Changing the gender on your Ubisoft Account
Changing the date of birth on your Ubisoft Account
Change the country of a Ubisoft Account
Change the language of a Ubisoft Account
Changing saved shipping information
Changing young player account details


TWO-STEP VERIFICATION (2SV)

Can we assist on the forums?
We can provide limited assistance and guidance via the forums with regard to two-factor authentication (2FA). We can advise with regard to how it can be enabled, and through what means - but cannot assist with removing it from your account, investigating potentially fraudulent activations, or changing your recovery phone number. If you'd like to set up, manage, or remove 2FA, you can do so on our account management website. If you have lost access to your recovery codes, or need further help with regard to 2FA on your account, please refer to the support articles below and contact us privately in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts:

Securing your account with 2-step verification (mobile app)
Securing your account with 2-step verification (email)
Transferring 2-step verification to a new mobile device
Changing your 2-step verification method
Information about 2-step verification recovery codes
Managing your trusted devices
Recovering your account via text message
Disabling 2-step verification on your Ubisoft Account
Ensuring optimal Ubisoft Account security
Rank lock in Rainbow Six Siege


MANAGING LINKED FIRST-PARTY AND THIRD-PARTY ACCOUNTS

Can we assist on the forums?
We cannot assist with the linking or unlinking of external accounts via the Ubisoft Forums. If you would like to manage the accounts you have linked to your Ubisoft Account, you can do so on our account management website in the "linked accounts" section of the "account information" page. Please be advised that, because of the introduction of cross-play and cross-progression, it is no longer possible to fully unlink first-party accounts (ie. PlayStation Network, Xbox Live, Nintendo, and Google Stadia) and link others; only the same accounts can be used in conjunction with your Ubisoft Account going forward. For more information, you can refer to the support articles below:

Ubisoft Account Linking / Unlinking
Managing accounts linked to your Ubisoft Account
Cross-Play and Cross-Progression Features in Ubisoft Games
Linking your Steam and Ubisoft Accounts
Linking your Epic Games and Ubisoft Accounts
Linking your Nintendo Switch and Ubisoft Accounts
Linking your Stadia and Ubisoft Accounts
Linking your Twitch and Ubisoft Accounts
Unlinking your Twitch and Ubisoft Accounts


OTHER ACCOUNT ISSUES & QUERIES

Can we assist on the forums?
We can provide limited assistance and guidance via the forums with regard to other account issues, including temporary and permanent account locks, game transfers, account merges and more. In the majority of instances you will need to contact us in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts for help with these issues, so please don't hesitate to reach out and also refer to the support articles below for more information:

Recovering access to your Ubisoft Account
Successful logins from unrecognised locations on your account
Suspicious activity email notifications
Reset password request received from Ubisoft
Recognising legitimate Ubisoft communication
Temporary Account Suspension
Temporary lock on my Ubisoft Account
Permanent Lock on my Ubisoft Account
Cannot log in to your Ubisoft Account
Ubisoft Account login issues on mobile devices
Merging Accounts
Transferring games between accounts or platforms


ACCOUNT CLOSURE & PERSONAL DATA REQUESTS

Can we assist on the forums?
We cannot assist with closing your account or providing access to your private account data on the forums, though we can advise you where to do both! You can close your account by visiting the account management website, visiting the "account information" page, and scrolling to the "Close your Ubisoft account" section at the bottom. Please read through the provided information carefully before consenting to start the 30-day deletion countdown. From the account management website, you can also request copies of the data associated with your account by visiting the "privacy and communication" page and selecting "request a copy" under "download your information". If you do not receive the email with your data within 24 hours, or if you would like our help with managing, rectifying, transferring or deleting the data we hold, please reach out to us in a support case, via Live Chat, or in a private message to our Facebook or Twitter: (https://www.twitter.com/UbisoftSupport) accounts. For more information, please refer to our below support articles:

Closing your Ubisoft Account
Reviewing the data that Ubisoft holds about me
Ubisoft Privacy Policy
Facebook Privacy Notice
Twitter Privacy Notice

For more information about associating a phone number with your Ubisoft account please check the support article here.

If you are experiencing issues associating a phone number with your Ubisoft account then please check the relevant support article below:

Issues with adding a phone number to your Ubisoft account
Phone number associated with Ubisoft account does not respect Ubisoft security standards
Invalid phone number when associating with a Ubisoft account
Phone number was associated with another Ubisoft account in the last 30 days
Phone number already in use with another Ubisoft account

Should you have any further issues then please contact support on one of the following channels:

Support Case
Live Chat
Facebook
Twitter

If you did not encounter any errors whilst processing your order then the game/content should generally be added to your account shortly after, however there can sometimes be a delay and we advise to wait up to 24 hours before getting in touch with us.

If the game/content has not appeared in your games library after 24 hours and there is no order showing in your order history then it's likely that the order was not successful. I would also recommend checking your bank statement to see if the payment has been processed or if there is a pending charge showing.

If the payment has been successful or you have a pending charge and its been over 24 hours then please contact support on one of the following channels and they can look into this for you:

Support Case
Live Chat
Facebook
Twitter

Please note that funds associated with authorisation holds will be released after 48 hours. Depending on your financial institution, it may take up to 10 business days for the authorisation hold to be removed from your statement.

Customer support cannot expedite the removal of the hold from your statement.

Also due to the nature of the request we will not be able to assist with Store related issues on the forums, Discord or any other public channel.

These forums are for the discussion of Ubisoft games, including advice, feedback and general gameplay talk. We ask that all posts are civil, respectful and constructive – this ensures all visitors can enjoy and benefit from these forums, plus we can more easily collect feedback (be it positive or negative) to pass on to Ubisoft game developers.

To this end, there are specific forum rules covering the sort of behaviour that is and isn’t acceptable here. While the general guideline of “Treat everyone with respect” applies, all visitors must also abide by these rules. If you do not do so your post may be moved, locked or deleted, and may also result in a temporary or permanent ban. Please be aware Forum Rules are applied to both Public and Private posts.

Online Safety
Inappropriate Content
Content of the posts (including Images, Videos, Links)
No Flaming
No Trolling
No spamming
Stay on topic
No bumping
Posting in old threads
Posting Language
Flagging Posts
Private Messages to Ubisoft Employees
Double Accounts and Account Management Guidelines
Community Staff & Moderators

Please also note that when you created an account you agreed to abide by the Ubisoft Terms of Use. This along with the general Rules above need to be followed in order to ensure our communities are the best they can be.

Thanks for your cooperation.