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Thread: Ubisoft Guide - Step by Step

  1. #1
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    Ubisoft Guide - Step by Step

    Hello,

    in this thread, we will take up all known issues with the new Ubisoft login and resolve them "step by step". If you are facing a problem that is not yet listed, please give us feedback in the feedback section.

    After your account has been completely migrated, you will be able to log in via the "Ubisoft Login" only.

    If you have a Facebook account, and you want to migrate, you will first need to unlink Facebook from your TSO account.

    To do it, please follow these additional instructions:
    *Log in on Facebook
    *Go to “Account” – “Privacy Settings” – “Apps and websites” –“Edit your settings”
    *Delete the app “The Settlers Online”.

    Afterwards, you will receive an e-mail including additional information (please note - this may take a while). The E-mail will have a link allowing to set a new password for The Settlers Online. After entering The Settlers Online site you will be greeted with a message allowing you to link your Uplay account with The Settlers Online account. Please make sure to logout completely from TSO before using the link. After this procedure, you will be able to use "Legacy Login" to log in.

    If you are a Steam user, please contact our support team so we can disconnect your TSO profile from Steam, allowing you to merge (your account will be "Legacy" after this procedure).



    Don't forget to leave your feedback, or ask any questions here!
    Last edited by BB_Trafffer; 14.12.20 at 11:41.

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    Legacy Login


    With this guide you should be able to log in to your account and start the migration process.

    • Click on "Login (Legacy account)" to log in with your "The Settlers Online" account:

    • Now click on My Profile:

    • Click here to merge your "The Settlers Online" profile to your Ubisoft account:

    • First the possibility to create and log in to a new Ubisoft account appears. Use this function if you do not have a Ubisoft account yet.
    • If you want to Log in to an existing Ubisoft account, please click on "Login" in the visible area:

    • Log in to your existing Ubisoft account here as usual.

    ___
    Yippee! You have now merged your "The Settlers Online" account with your new or existing Ubisoft account! You need to use "Login (Ubisoft account)" to play after the successful merge process.
    Last edited by BB_Saqui; 10.12.20 at 13:05.

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    Troubleshooting "Registration not completed"


    This error message appears if you used the Ubisoft login on other instances (France etc.) or the test server.

    • You will be automatically set to a 'non-existent' Ubisoft account the first time you visit the start page.


      In this case please proceed as follows:
    • Click on "Play" or "Register":

    • A selection of the world appears, with a cancel button below:


      Please click on "Cancel registration" when creating a new account
    • You should now be on the home page
    • You will now see both the "Ubisoft login" and the "Legacy Login"


      Please use the "Legacy Login" to find your existing "The Settlers Online" account. You can now try to migrate again.
    Last edited by BB_Saqui; 10.12.20 at 13:05.

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    Troubleshooting "Level 1 Account"

    This is related to "Registration not completed" when you create a completely new account. You simply used the wrong login way.

    • If you are already fully logged in to a new level 1 account, please log out.
    • Before you can log in to your Ubisoft account with TSO you have to migrate. Please follow the instructions to do this.

      You can also remove the wrong "Level 1 account" from your Ubisoft account so that you can use it for merge.
      * Log in to your wrong level 1 account
      * Go to profile settings on our home page
      * Delete your wrong lv1 TSO profile (please note: this will take 14 days)
    Last edited by BB_Trafffer; 10.12.20 at 14:39.

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    Solution: Error: Your current browser settings appear to be...


    it's not an error from the game or login, but from the blocked cookies.

    You must accept the third-party cookies in order for the migration page to load.

    Internet Explorer:
    Spoiler

    Please check the official guide here.


    Firefox:
    Spoiler
    [
    Please check the official guide here.


    Google Chrome:
    Spoiler

    Please check the official guide here.

    Last edited by BB_Trafffer; 09.12.20 at 13:30.

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    Solution: Account not verified (FORUM)


    The error message should appear as a popup when you try to access the forum.
    There is also a banner with the same error message if you try to access the forum directly.
    You are then not able to post/comment on anything in the forum.

    Reason: Your Ubisoft account was not fully verified. Not the "The Settlers Online" account.

    You should have an email with instructions on how to verify your Ubisoft account.
    If you can't find this message, you can also access your account directly via Ubisoft:
    https://account.ubisoft.com/

    Here you will find a popup/banner and a note that your Ubisoft account still needs to be verified.

    After successful verification, you have to log out of the forum/website/game (completely).
    In the meantime, please clear your cache and log in again. Afterwards, the forum should work as usual.
    Last edited by BB_Saqui; 10.12.20 at 13:06.

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    Issue: Slimbrowser missing Ubisoft Login option




    Currently, there is no official solution for this issue.

    However, the Slimbrowser will be discontinued and we will replace it with a new "download client". You can read more here.
    Last edited by BB_Trafffer; 09.12.20 at 13:44.

  8. #8
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    Solution: "Invalid" e-mail or password

    If you have forgotten your password/email you can reset your password.

    Two options:

    1. "Legacy Login" and/or "Ubisoft Login" forgotten:

    I still have a legacy account and have not completed the migration
    • Click on the "Legacy Login" button on the start page:

    • A small window appears, please enter your username/avatar name (or e-mail)
    • Now click on "Forgot password" at the bottom of the popup window:
    • You will receive an e-mail in which all steps are noted.

    If you do not know your email from your account or do not have access to it, please contact our support team!


    I have already completed the migration and get the error message.
    • Please click on "Ubisoft Login"
    • A large window appears, enter your e-mail (not user/avatar name)
    • Now click on "Forgot password" at the bottom of the popup window
    • You will receive an e-mail in which all steps are noted.

    If you don't know your email from your account (Ubisoft Account) or you don't have access to it, please contact the Ubisoft Support Team!



    Please note: Make sure that you have full access to your e-mail address! If you haven't migrated your account yet, you can do so via our start page => My Profile => Change E-Mail => change your email address or contact our support team.


    ==============

    IMPORTANT NOTE ON THE TOPIC "FORGOTTEN PASSWORD"

    You didn't receive a password reset e-mail?

    - Are you sure you checked the right email inbox? (Check the spelling of your e-mail!)
    - Please make sure to check all the folders in your Inbox (Spam/Junk/Promotion). Give it a couple of minutes, before checking if you received the reset password email.
    - If the message still didn't arrive, you have to whitelist the email (news@news.ubisoft.com) to your email account, otherwise it is possible that our messages are automatically blocked by your email account and therefore they won't arrive.
    - If you are still unable to receive our emails, the last remaining option is to transfer your account to another email address and try again.
    Last edited by BB_Trafffer; 10.12.20 at 12:35.

  9. #9
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    Solution: Ubisoft Login - "E-Mail" or "Account Name" already assigned/taken

    If you see this message, you may have already created an account with Ubisoft and may have forgotten about it. It is also possible that there is a simple login error.

    You will now have to reset your password because it seems that an avatar with your name or email exists (so probably your old account).
    • Please click on "Ubisoft Login":
    • A large window appears, enter your e-mail (not user/avatar name)
    • Now click on "Forgot password" at the bottom of the popup window:
    • You will receive an e-mail in which all steps are noted.



    Please note: Make sure that you have full access to your e-mail address!



    Account name taken - "I definitely do not have a Ubisoft account yet"

    Then it is the case that another player on Ubisoft has already used your name. What next?
    It is okay for Ubisoft if you use a name that does not match your "The Settlers Online" account name.

    So, if you are called Trafffer in "The Settlers Online". You can use Trafffer3152138794 on Ubisoft if Trafffer is already occupied. This won't change your TSO In-Game name, as it's only a Ubisoft name.
    Last edited by BB_Trafffer; 09.12.20 at 14:27.

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    Solution: Connection problems - foreign countries
    You play from a different country and have connection problems? Maybe the migration is stuck?
    • Make sure that you deactivate your antivirus software during the migration process.
    • It can cause delays in the connection.
    • You can also clean the DNS cache (or restart your router) to get a new connection.
    • You can test it with or without VPN tunnel, depending on how your system is setup.
    • You can also try a different browser.
    • Do not use mobile network or W-Lan. Try a LAN connection on your PC/laptop.


    Solution: Missing reward after successful migration?
    Your migration has been completed, and you can Log in through Ubisoft Login without any issues?
    You haven't received a small package from us in the game yet?


    Everyone gets a little something from us after the migration is completed (in-game message).
    • You still have to log out of the game completely.
    • Please close the game, log out on the home page.
    • Clean the cache and delete all cookies.
    • Then wait at least 15 minutes.
    • After that you can log back into the game (via the Ubisoft Login).
    • It is possible that you have to do this 1-2 times.
    • Please also make sure that you have fully verified your Ubisoft account.


    Solution: Ubisoft/Uplay not accessible
    Do you get a message that Uplay/Ubisoft is not available and you're using Internet Explorer?
    This error can also occur in Chromium-based browsers (Chrome, Opera, Edge)


    - Please choose a different browser
    - Alternatively, you can try to use the Incognito Tab of the respective browser.
    Last edited by BB_Trafffer; 10.12.20 at 13:32.

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