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coziestbloom173's avatar
coziestbloom173
2 years ago
Solved

inability to login on xbox one due to a disabled email associated with ea

I am having trouble just trying to play apex on my xbox with my associated gamertag. when i try to link or unlink my accounts, ea comes back with an error message that my username is linked with a ra...
  • FrianBantana's avatar
    FrianBantana
    2 years ago

    Thanks @EA_Mako and @Kstan777 .

    I was able to submit a new Case after going to the EA Help home page -> searching for and selecting my game -> selecting I need help logging into my EA account -> and then selecting the Chat with us tile. The support person was able to unlink my disabled EA account from my platform account. 

EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
2 years ago

Hey @coziestbloom173,

An @disabled.ea.com email typically indicates an older EA account that became inactive. If that's the one your Xbox account is linked to, you wouldn't be able to make changes until the account is updated.

At this point you'll need to get in touch with support so they can help get this updated.

You should be able to create a new case here: 

 
As this is more related to an issue with the overall account rather than one specific to Apex, I would try using the options under Game Support > The EA app. One of the first options available there should be I need help logging into my EA Account, or you can use the search function on that page to bring it up.
 
Let me know if you run into trouble getting a case created through that route!
FrianBantana's avatar
FrianBantana
2 years ago

Hello @EA_Mako ,

I am having the same problem as @coziestbloom173 . In my case, EA's error message is telling me that the EA account a7*****@disabled.ea.com is already linked to my PlayStation Network account. I don't remember ever creating this a7*****@disabled.ea.com account, and this situation is preventing me from linking my newly created EA account to my PlayStation Network account. I don't know how to unlink the disabled account from my PlayStation account.

I clicked the link that you supplied in your response, but I am redirected to the EA Help home page in both Chrome and Firefox (https://help.ea.com/en/help-home/?r=1). Navigating to the "My Cases" section and then selecting "Start New Case" also redirects me right back to the EA Help home page. It appears there is a bug that is preventing new cases from being opened. 

  

  • Kstan777's avatar
    Kstan777
    2 years ago

    @FrianBantana the EA Help website is a little tricky to navigate. You should be able to reach chat here.  They will be able to unlink the disabled account. Did you have an EA account in the past? If you did they might try to help recover that account before unlinking the disabled account. 

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Hi @FrianBantana,

    The EA Help home page should be the correct page for that link, but instead of heading to "My Cases" from there, try going through the products listed under the Game Support section and either selecting or searching for The EA app.

    You should have a variety of topics available to open a case with at that point, either I need help logging into my EA Account or I want to update my EA Account information should let you get in touch with support regarding this particular situation.

    • FrianBantana's avatar
      FrianBantana
      2 years ago

      Thanks @EA_Mako and @Kstan777 .

      I was able to submit a new Case after going to the EA Help home page -> searching for and selecting my game -> selecting I need help logging into my EA account -> and then selecting the Chat with us tile. The support person was able to unlink my disabled EA account from my platform account. 

      • EA_Mako's avatar
        EA_Mako
        Icon for Community Manager rankCommunity Manager
        2 years ago
        Glad to hear it @FrianBantana, thanks for the update!

    • 26518eb7b4990af's avatar
      26518eb7b4990af
      2 years ago
      @EA_Mako I have been trying to reach out for help for a few days and everytime I try to look for the live chat it is never there and when I create a case I get no response then it is all of a sudden resolved, I have no idea what to do, I just got madden 24 and want to play it.

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