2FA Activation Issue

[Knightfall]

I don't know where else to reach out about this, so I am hoping one of the devs here might see this and be able to report this up the chain higher than I will ever be able to.

I want to start trying ranked on Siege, and this requires adding a phone number to my account. When I go to do that, however, it says that the number "does not respect Ubisoft security standards." I don't have any other phone numbers, what I am using is my only phone number, so I reach out to Ubisoft support, and they say to contact them using their "Live Chat" option between 9am-11am EST (eastern standard time).

Ok, fair enough, so I try doing that in the time frame, but on their support page, whenever you select the fields:

Platform: PC
Game: Rainbow Six Siege
Category: Account Management and Security

the button for Live Chat, "Start Chat", disappears.

TD;DR: This boils down to if your phone number is not basically pre-approved by Ubisoft, you cannot play ranked, period, since you need to reach out to the support team live, and it is impossible to do so, as shown above.

[Ubi_TheBerry]

Originally posted by Evo:

I don't know where else to reach out about this, so I am hoping one of the devs here might see this and be able to report this up the chain higher than I will ever be able to.

I want to start trying ranked on Siege, and this requires adding a phone number to my account. When I go to do that, however, it says that the number "does not respect Ubisoft security standards." I don't have any other phone numbers, what I am using is my only phone number, so I reach out to Ubisoft support, and they say to contact them using their "Live Chat" option between 9am-11am EST (eastern standard time).

Ok, fair enough, so I try doing that in the time frame, but on their support page, whenever you select the fields:

Platform: PC
Game: Rainbow Six Siege
Category: Account Management and Security

the button for Live Chat, "Start Chat", disappears.

TD;DR: This boils down to if your phone number is not basically pre-approved by Ubisoft, you cannot play ranked, period, since you need to reach out to the support team live, and it is impossible to do so, as shown above.

Hey Evo,

Thanks for reaching out.

As this is in regards to your account and phone number, we'd be unable to assist here I'm afraid.

Are you able to Submit a Case via the Help Site rather than open a Live Chat?

You're also welcome to DM us via Facebook[ubi.li] or Twitter[ubi.li] too where we can also look into this with you!

- Ubisoft Support

[Knightfall]

Hi there, thank you for the response. I have already submitted a case via the help site, and have been in communications back and forth with the support team. The problem is that they keep copy-pasting the same responses to my comments instead of addressing the issue. I will try again tomorrow at 9am EST, but I get the feeling that I will not be able to access Live Chat still.

[Ubi_TheBerry]

Originally posted by Evo:

Hi there, thank you for the response. I have already submitted a case via the help site, and have been in communications back and forth with the support team. The problem is that they keep copy-pasting the same responses to my comments instead of addressing the issue. I will try again tomorrow at 9am EST, but I get the feeling that I will not be able to access Live Chat still.

Hey Evo,

I can see you've been directed to Live Chat in your case.

If you're having issues opening one, please also give these browser troubleshooting steps[ubi.li] a try and let us know via your case if you continue to have issues.

Or reach out via our social media DMs.

Thank you!

- Ubisoft Support

[Knightfall]

Hi there, thanks again for the response. I have tried the browser troubleshooting steps with no avail, however, thank you for suggesting it. None of the other responses from support have pitched that, although it's likely they'll throw it at me soon.

Which social media DM would you recommend that I reach out about this specific issue (i.e. Twitter or Instagram or etc.)?

[76561198885856812]

Originally posted by Evo:

Hi there, thanks again for the response. I have tried the browser troubleshooting steps with no avail, however, thank you for suggesting it. None of the other responses from support have pitched that, although it's likely they'll throw it at me soon.

Which social media DM would you recommend that I reach out about this specific issue (i.e. Twitter or Instagram or etc.)?

Hello Evo,

Thank you for the update.

You can reach our team through Facebook and Twitter with the links provided in our previous response in this thread :)

I hope it helps and if you have any other questions, please let us know.

- Ubisoft Support

[Knightfall]

Hi, would I be able to schedule like a quick Zoom meeting with someone from support through here to add my phone number? I don't use Twitter, and I think my Facebook account is still locked. The support team at this point has basically said that they can't help me and my only option is to wait or use a different phone number (the latter of which seems to encourage fraud more than prevent it).

[76561199478578449]

Hey Evo,

Sadly Ubisoft Support does not have the ability, to provide support through a Zoom meeting at this time.

Our only available live support channels that are currently available:
{LINK REMOVED}Support Website
Ubisoft Support Twitter
{LINK REMOVED}Ubisoft Support Facebook

If you encountered an issue, using your given phone number whilst contacting one of our live channels, this would indicate that your phone number, is not currently eligible to be used as a form of 2FA at this time.

Given enough time, your phone number may be eligible in the future. However, should further issues arise from using the same given number, we can only suggest to provide a different number, so we can attempt to verify you again.

- Ubisoft Support