The game's story mode sets the player in the story as a police officer going undercover into the criminal underground of Tri-City, a fictional city where the game is set. Players will take on dangerous jobs and compete in races in order to infiltrate and take down a ruthless international crime smuggling syndicate of street racers and car thieves. The player's only contact to the police is federal handler Chase Linh, played by Maggie Q. Another named police officer is Lt. Keller.
Recently EA revealed some new plot details of Undercover. A video shows the player evading capture from the Tri-City Police Department. The player was aided by detective Chase Linh. As well, six criminal characters named Carmen, Chau Wu, "G-Mac", Hector Maio, "Nickel", and Zack Maio have been introduced. There are three other characters to note: Jonathon Cross is listed as an acquaintance to "G-Mac", yet not much is known about him at this time; and Isabel "Izzy" Diaz, one of the "Blacklist" members in Most Wanted, and Caleb Reece, the main antagonist in Underground 2, are listed as acquaintances to Hector Maio.