Asked to reset password, did. Still doesn’t let me get back into the game? HELP!

Hi there, @darkc216.

Are you sure you're changing the password for the right account? I'm not seeing Apex as being played on the one you're posting with so if that's the account you're resetting the password for, it would be the wrong account.

I asked the same thing to the tech helping me as I gave the gamer tag listed on here as well as the gamer tag he uses on Xbox. After talking with the tech I am under the impression they are supposed to be the same but somewhere in signing up the information given I don’t have the correct information to share so I couldn’t go any further. I asked for a phone call yesterday but got nothing. And nothing all day today. I guess I’ll have to start all over today when I have time to sit and start all over with a new tech and try to evaluate with a live person to try to figure out how to get somewhere?

@darkc216 

Do you happen to play any of our current sports games? You can view the email address for your account in the settings of them. Otherwise, it would be best to speak with an advisor. They should be able to look up your account by giving them the gamertag. If you can pass account ownership verification, they should be able to assist with this.

That’s the problem I couldn’t give the correct information as my son and husband set the account up and upon giving all the information, they don’t tell exactly what is incorrect. In order to resubmit I have to start over from the beginning with a new advisor. Which is very time consuming, and not knowing a handful of questions it’s a large possibility of mixes. By speaking to a person I can eliminate what exactly is not correct. I don’t know what the issue is as I’m assuming it’s the gamer tag??

@darkc216 

You could try installing the FIFA demo on Xbox and then go into the settings and view the email of the account. Otherwise, you'll need to speak with an advisor again and try to answer those questions. They are used to verify account ownership. Once ownership is verified, they should be able to help.

So the problem is I can’t find “which question of verification “ is the incorrect one as they ask you all of then then just tell you you didn’t answer “one of them” incorrectly. By me asking for a phone call back like I asked for yesterday which I didn’t receive yesterday I was hoping to hack down which one is incorrect. Could you request a call back as I didn’t receive one as requested? 

@darkc216 

Unfortunately, I'm not able to request a call back for you. You should get one quickly though. Are you able to open a case and use the option for a callback?