1. #1
    Ubi-Kay's Avatar Community Manager
    Join Date
    Nov 2012
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    1,312

    Problem with two step verification? Check here!

    Hello,

    2-Step Verification (also known as 2 Factor Authentication) is an optional system in which you can add an extra layer of security to your account by taking advantage of components that are unique to oneself. You can find a full guide on how to enable it on your account here

    If you are having a problem accessing your account due to two step verification, I'm afraid the forum staff are unable to help you remove this from your account. Check below on how best to resolve this issue:


    If you have your recovery codes:

    Visit https://account.ubisoft.com/ and login to your account, using one of the 6 recovery codes you received when setting up two step verifcation on your account.


    These codes are quite obviously fake and will not work on your account

    From here you can disable two step verification and re-enable it on your new device if you desire to do so.


    If you have lost/don't have access to your recovery codes:

    You will need to contact the support team who will be able to remove it from your account. You can then choose to re-enable it if you wish. You can reach them in a number of ways:

    Webmail: https://support.ubi.com
    Phone: https://support.ubi.com/en-GB/Contact
    Twitter: https://twitter.com/ubisoftsupport
    Facebook: https://www.facebook.com/UbisoftSupport/

    Note: When contacting the team on social media please send a Direct/Private Message

    They will ask for some details to prove that you are the account owner, be prepared to provide any game activation keys tied to the account and any personal details listed, even better, provide these when initially creating your ticket to help speed the process up.


    If you have no knowledge of setting up two step verification on your account:

    Your account may have been compromised, please contact the support team as above as soon as possible.
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  2. #2
    Hi there
    my uplay is linked to Facbook , i have access to my account at https://account.ubisoft.com/
    when i try to disactivate 2-step verification .... it shows an infinte loading screen ! been waiting for an hour now
     9 people found this helpful
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  3. #3
    Originally Posted by Guehef_Ali-TFG Go to original post
    Hi there
    my uplay is linked to Facbook , i have access to my account at https://account.ubisoft.com/
    when i try to disactivate 2-step verification .... it shows an infinte loading screen ! been waiting for an hour now
    Same here.
     1 people found this helpful
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  4. #4

    I never even turned it on

    I never turned it on! I was like whatever ill get the app. So i download it set it up and the codes dont even work i still cant login! You guys ****ed up rolling out a new feature and forcing it on us!
     6 people found this helpful
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  5. #5
    Originally Posted by Guehef_Ali-TFG Go to original post
    Hi there
    my uplay is linked to Facbook , i have access to my account at https://account.ubisoft.com/
    when i try to disactivate 2-step verification .... it shows an infinte loading screen ! been waiting for an hour now
    Exact same problem, plus Brazillian customer support has been ignoring me for a week.
     1 people found this helpful
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  6. #6
    Originally Posted by Ubi-Kay Go to original post
    Hello,

    2-Step Verification (also known as 2 Factor Authentication) is an optional system in which you can add an extra layer of security to your account by taking advantage of components that are unique to oneself. You can find a full guide on how to enable it on your account here (Thanks Cain!)

    If you are having a problem accessing your account due to two step verification, I'm afraid the forum staff are unable to help you remove this from your account. Check below on how best to resolve this issue:


    If you have your recovery codes:

    Visit https://account.ubisoft.com/ and login to your account, using one of the 6 recovery codes you received when setting up two step verifcation on your account.


    These codes are quite obviously fake and will not work on your account

    From here you can disable two step verification and re-enable it on your new device if you desire to do so.


    If you have lost/don't have access to your recovery codes:

    You will need to contact the support team who will be able to remove it from your account. You can then choose to re-enable it if you wish. You can reach them in a number of ways:

    Webmail: https://support.ubi.com
    Phone: https://support.ubi.com/en-GB/Contact
    Twitter: https://twitter.com/ubisoftsupport
    Facebook: https://www.facebook.com/UbisoftSupport/

    Note: When contacting the team on social media please send a Direct/Private Message

    They will ask for some details to prove that you are the account owner, be prepared to provide any game activation keys tied to the account and any personal details listed, even better, provide these when initially creating your ticket to help speed the process up.


    If you have no knowledge of setting up two step verification on your account:

    Your account may have been compromised, please contact the support team as above as soon as possible.

    Hello, I've tried to message Support on Facebook, but I didn't get any reply
     4 people found this helpful
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  7. #7

    remove the 2 step verification

    Hi, A whyle ago when I was creating my uplay account I activate the 2 step verification for better security and I downloaded the app on my phone. I also save the 6 security codes for when I can't use the app. Now the app is gone because I reset the phone. And I used every single one of the security codes. Now I want to remove the 2 step verification but I CAN'T login to ubisoft.com where I can deactivate it. What can I Do ?
     4 people found this helpful
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  8. #8
    add me to the list. apparently my authenticator codes don't work because ive change my phone since I set 2 step up but even though I can log into account management with my facebook account I cant de-activate it, like the other poster said it just sits at a loading screen doin nothing apart from 3 lines moving in the center of my screen
     1 people found this helpful
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  9. #9

    a

    They don't even reply to my message on facebook...
    I can't login to ask for support because I have the 2 stupid verification on....
     1 people found this helpful
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  10. #10
    Originally Posted by TwoStepizCansir Go to original post
    I never turned it on! I was like whatever ill get the app. So i download it set it up and the codes dont even work i still cant login! You guys ****ed up rolling out a new feature and forcing it on us!
    @TwoStepizCansir, this is an optional feature which does NOT turn itself on. Like it says above, if yours is on, and you don't remember doing it, it's because your account has been hacked.
    Had you been already using 2-factor authentication, the hacking of your account would have been prevented.
    You will need to contact UBISOFT support regarding your hacked account.
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