To fix accounts/game issues, email: account.support@castleempireonline.com (edit: old mail address used for migration:account.support@thesettlersonline.com)
If you have been locked out of your account due to platform changes, here are some guidelines to get back in.
Edit: The USA no longer has a Legacy login, so try the Contact Form first, then if that doesn't work, try the following directions keeping in mind the instructions will end up differently due to recent changes BB has made. The below instructions are what have worked for people during the year. The EU still has a Legacy login.
Please post any positive or negative results and method you used so we can help others problem solve.
��️ SUMMARY:
Edit: On the homepage, click HELP/SUPPORT, scroll to Contact Form, type in:
Email: your email to be contacted at,
subject: Account migration,
category: Account problem,
message: Please send a link to migrate my account to Ubisoft and disconnect {your character name(s) and server(s)} from __ platform.
If that fails, these are the instructions that worked in the past:
1) Send email to account.support@castleempireonline.com to unlink your character. Give them character name(s) and server(s).
2) Watch for a response daily. They close tickets quickly (24-48hrs) if you don't act upon their response.
3) Use the "legacy" log-in to reset your password when they send it to you. (you have 24hrs to complete it)
4) Once reset, log-in to "legacy" and click merge link. Create a Ubisoft account. Log in to Ubisoft going forward. (If you have more than one character on your account, you might need to create a new Ubisoft account for each one transferred.)
�� ��️ TROUBLESHOOTING:
You first need to send them an email and ask them to unlink your character from the old platform. Give them your character name(s) and server(s). They may ask you for details about character. Provide what you can within 48hrs. They will send you a password reset which must be done immediately (within 24 hours) or it expires, so check for their email frequently until this is done. If they have already done this and you are now on legacy login, follow the next steps.
Failed to reset:
If you cannot login because you didn't reset in time and they closed your ticket, send them a new request to reset your password.
Your next step is to merge to a newly created Ubisoft log-in. When you log-in to "legacy" after the reset, look for the merge link and create your new Ubisoft account and password. You will log-in with Ubisoft going forward.
More than one character:
If your account is sitting in "legacy" but you still cannot log in, and you have two characters, it is because Ubisoft cannot transfer a character onto an email that already has one. You will need a separate Ubisoft account for each transferred character.
If you already have a game active on a specific email, use a different email for the legacy game server you are locked out of (or create a new email with yahoo, hotmail, or whoever you choose). Merge and create a ubisoft account with your new email.
Your Ubisoft account email must be verified for the migration to complete.