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  1. #1

    I cannot active 2 FA on my account

    To active 2FA, I would need to add a phone number to my Ubisoft account but each time I do I get the following error "This phone number cannot be associated with your account. Please use another one." The phone number is legit and has been mine for over 8 years with Koodo a Canadian provider.

    What am I suppose to do here?
     11 people found this helpful
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  2. #2
    Ubi-Woofer's Avatar Ubisoft Support Staff
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    Aug 2019
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    United Kingdom
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    Hey LordK4G3,

    Can you tell me whether you have entered your phone number using your local area code, as well as the preceding digit? Can you ensure to only use one or the other? Using the UK as an example, you would use either the area code (+44) or the preceding digit (0).

    Can you give our browser troubleshooting a try as well, and try again?
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  3. #3
    I tried the browser troubleshooting steps on Chrome/Firefox/Edge.

    I tried 3 different computers in case the one I was using had problems.

    My phone number does not work. Could it be the error is because someone has stolen my phone number and it is linked to another account?

    Do I need to create a ticket to have support take a closer look at what could be happening or for them to manually add it?
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  4. #4
    Hey LordK4G3,

    Have you had any luck yet? I'm running into a very similar issue. I've tried with Chrome and Firefox, both regular browsing and private but I keep getting the same error.

    The only difference I can see is I am using a Google Voice number.
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  5. #5
    UbiDork's Avatar Community Manager
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    Dec 2018
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    LordK4G3: Yes, please create a support ticket for further assistance with this matter!

    DeathPear: If you are also having the same issue, please try that as well!
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  6. #6
    I'm having the same issue :/

    Unfortunately live chat support couldn't fix the issue lol, guess I won't be able to add my number oh well.
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  7. #7
    I have the same issue and live chat support just now was also stumped, said the issue will be forwarded to a colleague.

    Another off thing is, that I only get the "This phone number cannot be associated with your account. Please use another one."-message in Edge incognito (just for good measure), in Firefox the green message pops up saying a code was sent, but no SMS is received on my mobile phone.
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  8. #8
    UbiDork's Avatar Community Manager
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    Thanks for the update, you two!

    This issue is being reviewed. Thank you greatly for your patience with this!
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  9. #9
    Managed to get a code sent-message in Edge (without incognito this time), however there is still no SMS received.

    It's probably on my mobile carrier's end then, I've inquired about it and will check back what they have to say next week.
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  10. #10
    UbiDork's Avatar Community Manager
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    WakeXT: Great! Let us know how it goes!
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