Forum Discussion

2 years ago

Solved

Apex account gone

I'm having no progress communicating with the EA help email chat advisors all they have done is send me links to the Apex Cross Progression article which that in itself does not do a good job at explaining or giving me any sort of solutions or options. Me and my brother both have PlayStation accounts that were somehow linked under the same EA account. Since he plays a little more than I do during the cross progression that happened this week I have officially lost my account. He gained all my apex coins, heirlooms and battle pass rewards (some being duplicates that me and him both had.) from the past 5 years. I just want some resolution on this because I've lost an incredible amount of money and time due to this change.

My steam account was also overtaken by his but as I only played that one a little bit its not as important.

I would really like for his Apex progress to be moved onto his own EA account and unlink his info from mine so I can get my account back. I really want to know if anyone from EA can give me some feedback on what's happened. Also curious about legal steps I can take to get my things back or be compensated.

cross-progression

EA_Mako
2 years ago
Hey @yokaiu,

Sorry to hear this has happened, as it sounds like you've put quite a bit of time into this account.

The reason this happened is because the EA account was shared, whether intentionally or not.

When Cross Progression is enabled on an account, all the progress is essentially converted to one profile for the entire EA account, which can then be accessed by any platform linked to that EA account.

Unfortunately, there is not a way to transfer any progress from one EA account to another. That brings us back to this situation where you now have two people on one account that can only be accessed by one of you at a time.

Between you and your brother, one of you would need to get their PSN account moved to a new EA account. This would be starting fresh as the progress made on this EA account would still be on this EA account and would not transfer with the PSN account.

Please check out our guide here on this particular situation: A Quick Guide to Apex Legends Cross Progression - Answer HQ (ea.com)

To start the process of moving one PSN account to its own EA account, you'll likely need to get in touch with support directly. If you create a new case here and select Game Support > The EA app > I want to update my EA Account information, you should be able to get in touch with the support team so they can assist further.

8 Replies

yokaiu
2 years ago
This is also a response I received from EA support. I do not mean to be rude but if the English level of the advisors is like this i have very little confidence that they understand my issue.
ValiantBasilisk
2 years ago
I had the same thing happen on my and my brother's account on xbox. I have received the same treatment when interacting with EA help. Beyond frustrating.
https://answers.ea.com/t5/Cross-Progression/bug-multiple-xbox-gamertags-linked-to-same-EA-account/td-p/13269416
EA_Mako
Community Manager
2 years ago
Hey @yokaiu,

Sorry to hear this has happened, as it sounds like you've put quite a bit of time into this account.

The reason this happened is because the EA account was shared, whether intentionally or not.

When Cross Progression is enabled on an account, all the progress is essentially converted to one profile for the entire EA account, which can then be accessed by any platform linked to that EA account.

Unfortunately, there is not a way to transfer any progress from one EA account to another. That brings us back to this situation where you now have two people on one account that can only be accessed by one of you at a time.

Between you and your brother, one of you would need to get their PSN account moved to a new EA account. This would be starting fresh as the progress made on this EA account would still be on this EA account and would not transfer with the PSN account.

Please check out our guide here on this particular situation: A Quick Guide to Apex Legends Cross Progression - Answer HQ (ea.com)

To start the process of moving one PSN account to its own EA account, you'll likely need to get in touch with support directly. If you create a new case here and select Game Support > The EA app > I want to update my EA Account information, you should be able to get in touch with the support team so they can assist further.
yokaiu
2 years ago
@EA_Mako Is there anything that can be done with the money one of us has spent on the game? We've both gotten heirlooms and battle pass skins that can no longer be reclaimed if we do so.
Is the cross progression merge irreversible? or can a case be made to have it undone?
EA_Mako
Community Manager
2 years ago
@yokaiu

Those would remain available to whichever account is left linked to this EA account, but they cannot be transferred/refunded, sorry.

Cross Progression is permanent and cannot be reversed.

This should be in the above link to the FAQ/guide as well, but from our original announcement blog:

I have duplicate content on multiple profiles. Will I be refunded for this?
Unfortunately, no refunds will be issued for content acquired multiple times. The content will not appear twice in your inventory.
yokaiu
2 years ago
@EA_Mako This may seem like a more technical question about the cross progression system, but was there no plan to reverse this system if larger issues arose? I just don't understand how my information is still out there (if I decide to unlink my brothers account, my progress is returned to me) but the merge cannot be split and returned to the state that it was before.
Also do you know if there is going to be any changes to the EA help support system such as a chat feature like there use to be? I really appreciate you explaining everything to me but the reason I've been able to get a semblance of an answer is because the EA help advisors were unhelpful and I decided to take my issue to this forum in hopes of answers.
EA_Mako
Community Manager
2 years ago
Hi @yokaiu,

This was actually the reason we rolled this out in phases. That was paused a few times early on to correct issues as they came up.

That said, account sharing is not something that's supported, so issues arising because of that wouldn't necessarily be cause for reversing or pausing the rollout I'm afraid.

Similarly all accounts are being Cross Progressed, so there is not an option to just opt-out and return to the previous state.

As far as support options, live chat certainly still exists but is generally only available for certain issues they can assist with directly.

This particular situation is more about feedback for something that support cannot change and general information about a situation, which is likely why you were directed here instead.
nT_ZiLLAA
2 years ago
@EA_Mako hi i have two emails that i wanted to cross progress. one EA account was used and both accounts connected however i was not able to merge the accounts.
Xbox email: [edit: email address removed]
Xbox Gamer Tag: nT Heen (connected through EA)
EA ID: nT_ZiLLA
Steam: Cyrlla
STEAM: 76561199162263103
Steam email: [edit: email address removed]

please let me know if you can assist.