1. #1

    Can not log on to Ubisoft connect.

    I played Hyper-Scape, I close Hyper-Scape. I close Ubisoft Connect, I DO NOT LOG OUT but it appears I was. When I attempt to log in again I am informed I require an Email and Password. No problem, however I have 2 factor authentication so an Email with a code will be sent, the only problem is I NEVER receive it even after multiple requests I still receive nothing! Then I am locked out of my account. I live in Australia and right now with covid creating lockdowns and paranoia here, this single game gives me some relief, the brief interaction with real people even though I don't know them is nourishing to my soul. (Yes I am Vaccinated) I have tried logging in many times now and always the same thing "an Email with a code has been sent''. No Email is ever sent (Yes my Email account is working, I use more than one computer) and there appears to be no other method to access my account. Could you please forward instructions that would initiate a solution to my crisis.

    I used a recovery code, but this should not have been needed. I now have, I assume temporary access. I could not access any online assistance, though I did try until I exceeded the number of attempts allowed to fail to log in. I do not use or have social media accounts. (Unless I log in to my account, I can not log a "case", from an account I can not access). Ubisoft appear to have no means for me to inform them that I have a problem. I am certain you have an interest in player satisfaction because I have never played a Ubi game that did not flush me with smiles. Is there any online assistance I can seek should this happen again? I am a very big fan of Ubisoft products. I found under these circumstances that no help was available.
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  2. #2
    I have tried to re-establish 2 factor authentication and it is turning into a nightmare. I NEVER RECIEVE AN EMAIL WITH A VERIFICATION CODE! Absolutely nothing. The Email address listed is correct. It would appear that everything is fine but it is not. I tried to download Far cry 3 and that crashed and burned too. All my other gaming sites are working fine. Just this one is a catastrophe. This is my favorite gaming site. It is like your entire platform is collapsing. Even if you reply to me on this forum, how will I get back here to see your suggestions? Your system can not send me an Email to allow me to access my account. Currently I am not happy, in fact very displeased - on the scale of the Matterhorn. I worked on this outside maintenance hours. I was locked out a day before. I looked forward to battle with fellow gamers today, and I am left flat, flat like a pancake squashed with large hands. (like the rock eater from the never ending story type hands) PLEASE HELP ME FIX THIS TECHNICAL ISSUE. I am sure you can access my Email to provide instructions should the need arise.

    PS. I was tier 308 before this disaster, and I can't see color. You try playing with no color vision.
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  3. #3
    Ubi-Keo's Avatar Ubisoft Support Staff
    Join Date
    Jul 2017
    Location
    UK
    Posts
    5,119
    I'm sorry to hear that you have experienced issues receiving your authentication code to access your account. I understand that the lockdowns due to Covid have been difficult and gaming has brought a lot of people comfort and social interaction.

    Could you please check your spam/junk mail folder first as the emails may have been filtered, however if there is nothing in there then can you please contact support via live chat for further assistance and they will help you regain access to your account. You do not need to login to your account to access the live chat, just type in your description of the issue and include your account details.

    Also thank you for your feedback, I am pleased to hear that you enjoy playing Ubisoft games
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  4. #4
    Thankyou for responding to me. I have gained access again, but I had to repeatedly tap the "send another code". I did look in the spam/junk folder and they were empty. (PS. I have actually never received anything in these folders since the beginning of time) I did try to access live chat but it never worked, even after 30 minutes of the little rotating symbol I was never able to access it. This I repeated for hours over two days and it never timed out never connected. I tried a different computer and operating system and the same thing. My other game platforms were all working as was the Email. When all appeared lost I received a code albeit 10 minutes too late. It took two more attempts to receive one in the 4 minute time frame. My recovery Email came 24 hours later. This issue developed after Ubi Soft Connect updated its self. ( which it has always done) This may be a coincidence, but I have always ticked "remember me etc", and I do not log out, yet at the time the system threw me out without my interaction. Perhaps the internet pipeline was overloaded between me and where the data is exchanged. At the moment my game playing access is restored. Thankyou.
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  5. #5
    Ubi-Nacho's Avatar Ubisoft Support Staff
    Join Date
    Jul 2021
    Posts
    109
    Hi there Gotika-6.

    Thank you for taking the time to let us know you have access again, and for giving us all of these additional details too. Sorry to hear your recovery email took 24 hours to arrive, but glad to hear you're up and running again.

    If ever our chat service is not available and you require assistance, you can also contact us via:

    Ubisoft Support Website
    Twitter Support
    Facebook Support

    Let us know if there's anything more we can do for you!
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