Verified: 29 March 2026 06:30 am CET
Industry: Video Game Development & Digital E-commerce
Jurisdiction: France (EMEA Operations)
Primary Regulator: Médiateur de la FEVAD (Mediation) and DGCCRF (Systemic Oversight)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target gamers with “spoofed” phone calls or fake Discord servers pretending to be Ubisoft Support to steal accounts or in-game items. Ubisoft staff will never ask for your account password or ask you to purchase gift cards to “unban” your account.
Level 1: Customer Support (Service Client)
- How to complain: Do not search for a phone number. Your first legal step is to log into the official Ubisoft Help portal and open a support ticket. If you cannot log into your account (e.g., due to a ban, hack, or lost 2FA), you must use the dedicated account recovery web form.
- Availability: The digital ticketing system is available 24/7. Live chat availability is heavily restricted based on region, language, and current ticket volume.
- Timeline: The support team generally aims to respond within 48 to 72 hours, but legally they have up to 1 month to provide a resolution to a consumer complaint.
- Source Verification: According to the official Ubisoft Help - Contact Us portal.
Level 2: Formal Written Complaint & Mise en Demeure
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Who to contact: If the digital support team fails to resolve the issue or denies your refund/appeal, you must formally escalate the dispute by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR).
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Address: Address your formal letter to the legal commercial entity: Ubisoft EMEA SAS, Service Client, 2 avenue Pasteur, 94160 Saint-Mandé, France.
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Timeline: For standard consumer disputes, the maximum legal response time to provide a substantive, final response is 2 months from the date of your initial written complaint.
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Source Verification: Verified directly via the Conditions générales de vente de la boutique en ligne Ubisoft.
Level 3: Regulatory Authority / ADR (Médiation)
- E-commerce & Digital Disputes: For unresolved disputes regarding game purchases, Ubisoft+ subscriptions, microtransactions, or account access, Ubisoft is affiliated with the national e-commerce ombudsman. You must file your dispute directly with Le Médiateur de la FEVAD (Fédération du e-commerce et de la vente à distance).
- Systemic Fraud Reporting: Do not use SignalConso for a personal refund appeal or a banned account. Only use the DGCCRF/SignalConso portal to report massive systemic commercial fraud or false advertising.
- Timeline: You can open a FEVAD mediation case only after you have received a negative written response from Ubisoft EMEA, or if the 2-month deadline has passed with no response.
- Source Verification: According to the official charters of La Médiation de la consommation FEVAD.
Level 4: Legal Action
- Pre-Litigation: You must have proof of your written complaints (the initial support ticket and the LRAR) and proof that you attempted mediation (FEVAD) before a French judge will hear a small claims case.
- Filing the Lawsuit: For direct disputes with Ubisoft EMEA under €10,000, private consumers can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité). Claims under €5,000 can be initiated via a simple declaration (Requête) without needing a lawyer.
- Source Verification: According to the Justice.fr - Saisir le tribunal judiciaire official government guide.
Community Action: Is the support team refusing to issue a refund for a digital purchase, or are you looking for the correct legal templates to draft a Mise en Demeure to Saint-Mandé? Reply below (do not share your passwords, gamertags, or payment details), and our community will point you to the right resources!