Cross Progression Issue - Steam account does not have my Xbox account progress

Hey MrrrAndersonnn​,

Just to clarify, it's perfectly normal not to see any options pop up for Cross Progression. The pop-up message only appeared when this was initially rolling out in waves, but since being enabled on all accounts in early 2024 that'll no longer appear.

You've mentioned playing a little on Steam in the past as well as recently logging in to check again - have you played any matches at all? From what I'm actually seeing here, the EA account you're posting with has never launched Apex Legends on PC, just on Xbox as you'd mentioned.

The content from your Xbox is showing up on this account from what I can see, so we may want to double-check the Steam account you're signing in with is the same one linked to this EA account. I do also see a different Xbox account was recently unlinked, so there's the outside chance that has caused some issues as well.

Are you still able to log in on Xbox at all, and do you see your content there normally if so? Are you able to sign in on Steam and take a screenshot of your lobby, by chance?

Thank you for your response EA_Mako​! I have indeed played matches on that account. I played at least a few games in 2022, before the cross progression rollout, because the account is level 9 and I have badges on steam indicating I played matches. I have attached screenshots. 

I am 99.9% certain the Steam account I have referenced is the same one tied to my EA account. The usernames are the same, and, to my knowledge, two Steam accounts cannot share the same username. I can also see that my PC and my Xbox account are linked when viewing my character from another profile.

The Xbox account I recently unlinked belonged to a different member of my household. I never used that account, and it's content is not that of the one still tied to my EA account. 

I can still login to Xbox, and I see all of my normal content like I normally would. It's when I have tried playing on PC a few days ago that I noticed there was no carryover, despite having the account in 2022.

Thank you again for your response. I greatly appreciate it!

Thanks MrrrAndersonnn​!

This one is a bit tricky, but that lobby screenshot helps clear things up. 

MrrrAndersonnn is the account name in the lobby screenshot, but the Steam account linked to the EA account you're posting with is shown to be mrrrandersonn in that screenshot. On Steam these public display names are actually case sensitive, so MrrrAndersonnn and mrrrandersonn are two completely separate Steam accounts.

The MrrrAndersonnn account from your lobby screenshot is linked to a separate EA account, which is why it's not seeing the progress and content from when you played on Xbox - that's still on this EA account. If you have any other emails that may have been used in the past (for example a school email), you may be able to log into the secondary EA account with that information to find this other Steam account as well.

That leaves a couple options:

• If you can access and log into the mrrrandersonn Steam account, that's already linked to the correct EA account and you should immediately see the Xbox content. From there it'd just be a matter of updating the Steam name if you wanted to adjust the capitalization.
• If that's not an ideal Steam account to use, you'll need to get in touch with our support team to see what options they have for getting the correct Steam profile linked to this EA account. You may be able to unlink the incorrect account, but you wouldn't be able to link a different Steam account without support's assistance.

Definitely do not unlink your Xbox account to try moving that to the other EA account with the correct Steam profile, as that will cause you to lose access to everything rather than transferring it.

Hi EA_Mako​. Thanks again for your assistance. To clarify, my official steam account username is mrrrandersonnn (all lowercase), but I set the name to all capitals as you describe. A search of Steam accounts with that same username but with capitals letters yields no results. There is one with an underscore, but that account has no relationship to me. 

Whenever I am playing Apex through Steam, I am always signed into and play through the account with the lowercase name as the official account name. I attached some additional screenshots. 

If I understand you correctly, you are saying that despite my official Steam name being lowercase, and the Steam account linked to my EA account also being lowercase, that is not the Steam/EA account I am using? If so, is it your recommendation that I try unlinking and relinking my Steam account to my EA account? Or, should I contact a member of EA's support team to have them assist me with that?

I will also reach out to Steam support in the interim to determine whether mrrrandersonnn and MrrrAndersonnn are, in fact, two separate EA accounts. 

Hey MrrrAndersonnn​,

If I understand you correctly, you are saying that despite my official Steam name being lowercase, and the Steam account linked to my EA account also being lowercase, that is not the Steam/EA account I am using?

Correct. The display name on Steam (what you see in the lobby or on the profile pages) is not necessarily the same as your Steam account name, which may also be contributing to some confusion here.

There are two different Steam accounts connected to two different EA accounts in this case. The Steam account you're currently logging into and checking in-game is linked to an EA account created with a completely different email than the one you're posting with now. 

If you try logging into an EA account using the older email, you should be able to visit the connections page there to confirm which other Steam account is linked. If you're not sure which email that may be or no longer have access to it (such as a school email), it'd be best to contact our support rather than Steam's so they can try to verify and update that other account as needed.

EA_Mako​ So I guess my confusion is then, my official Steam account name is mrrrandersonnn, no? When I click on my official account details, it is all lowercase (see screenshot of my official account detail page, which differs from the edit display name page). 
To be clear, I am not referring to my Steam profile name or my in-game name. My official steam account name is lowercase, in addition to my profile name.

Is it possible for one Steam account to somehow have been tied to two separate EA accounts? If there was a separate Steam account with the same name, surely it would be something I could find in the Steam page--but I cannot find an account with that name.

Unfortunately, I am unaware of the existence of other EA account this Steam account would be tied to. This is the only account EA I have used for the past 10+ years. If it is tied to another account, I do not have access to that account's login information. 

I will also reach out to EA support to see if that Steam account is, in fact, not linked to this EA account. Should EA support tell me that that Steam account is, in fact, tied to this EA account, I will report back.

For reference, my original case number regarding the cross-progression issue is: #239597741
My case number regarding the two different EA / Steam accounts is: #239749388

MrrrAndersonnn​ 
I'm not sure which name (account or display) shows up on the connections page or which I'm seeing on this end, but there are absolutely two distinct Steam and EA accounts here. It's likely one of the Steam accounts has a different account name or just hasn't been accessed recently enough to show up when you're searching Steam itself.

Do you have an old email address using a school email? I'd try that one. If you no longer have access to that school email, that's the one support will need to help you access and update, as that's the one with the Steam account you're logging into.

EA_Mako​ I sent my official display page with my account's username. It also looks like there are two Steam accounts with different capitalization tied to my profile when inspecting my character.

I will reach out to Steam to determine if there is another Steam account with that account name, but with different capitalization. As far as I can find, Steam does not allow that. Signing into Steam using the username with capitals and no capitals brings me to the same account regardless. But I will contact them and get more information. I hope to continue this discussion when I find out more.

Are we absolutely certain there are two separate Steam accounts? Changing my username on my current Steam accounts reflects this change in game. If there are two separate Steam accounts, can you tell me the Steam account name associated with this other Steam account?

I do not have an old email that I can use to login to Steam or EA. I have been using these accounts for as long as I can remember. Even if I did, most universities shut off access to school accounts after a year or two. An EA agent was  also unable to help me recover this account. It seems like it will be lost forever.

It seems I will have to recover this other Steam account and add it to my EA profile. Is that correct?

As far as cross progression goes, if I want access to an account that is eligible for cross progression in Apex, would you recommend that I try and recover this other Steam account and add it to this EA account? If so, should I first unlink the current Steam account tied to this EA account?

MrrrAndersonnn​ 
Gotcha! You absolutely have a second EA account using a school email, so that would be something our support needs to take another look at trying to recover. Steam will not be able to retrieve the other account or change which EA account it's connected to, I'm afraid.

As far as Cross Progression, all accounts have this enabled at this point. Any platforms connected to the same EA account will see the progress that's been made on that EA account. If you're able to access the current Steam account tied to this EA account, you would be able to simply log in there and see the current progress. 

This may be a clearer way of looking at it:

EA account 1: Xbox account, Xbox progress, Steam account 1
EA account 2: Steam account 2

You are posting on EA account 1, which is why you see your Xbox connected and can log in there to see all your progress/content. 

The Steam account in your lobby screenshot is Steam account 2, despite the similar names. This is why each time you log in on Steam, you're not seeing any of your other progress. It's linked to an EA account that hasn't made any Apex progress aside from the handful of games you've mentioned.

If you're wanting to keep using Steam account 2 but with the progress from EA account 1, you'll need to have access to both EA accounts before reaching out to our support to see if they're able to assist with updating those account links. Typically you're only able to have one account from each platform (Xbox, Steam) linked to an EA account over its lifetime, so you will not be able to simply link Steam 2 to EA 1. 

You do also need to be able to access EA account 2 before Steam 2 can be unlinked. We aren't able to make changes to an account until we can verify the account owner. Usually this is just the email verification, but as you don't have access there anymore, the support team will try to verify some other details instead. It sounds like that's the part you've been through, sorry to hear unsuccessfully. 

At this point you'll need to either locate and log into Steam account 1, or you'll need to try the recovery process again so our support can get EA account 2 updated. That would just mean taking another shot at the verification questions in a new chat, rather than any new methods of verification.

EA_Mako​ Some success! I now have access to a separate EA account that does, in fact, show a Steam connection with the same account username as the one we have been discussing. 

So, now I have access to two EA accounts, and one Steam account (which it sounds like is the one connected to this recently acquired, alternative EA account--even if both Steam account names are confusingly the same). 

If I read your latest message correctly, I will now need to:
(1) Contact your support team and see how they can move the Steam account associated with this secondary EA account to my main EA account and help me retain all progression from my Xbox Apex account to that Steam account; or
(2) Contact Steam to see if they can determine how I can recover the Steam account tied to my primary EA account, and confirm my Apex progression is carried over on that Steam account. 

At this point, would you recommend I NOT unlink any Steam accounts from either EA account without assistance from support staff? 
Can you confirm that, if support staff is able to reassign the Steam account tied to my secondary EA account to my main EA account, I will be able to retain the progress from my Xbox Apex Legends profile, given both Steam accounts have the same account username? 

In the meantime, I have submitted account recovery requests with Steam to determine if they can find the login information for the Steam account tied to my main EA account. Let me know if I can provide any other information that may be of assistance to you.

Please advise as you see fit. Thank you again for your time! It has been greatly appreciated!