Forum Discussion

dikembe1990's avatar
dikembe1990
2 years ago
Solved

Lost access to account - possible hack by 3rd person

Hi.

At the beginning I want to say that you support is a nightmare. Find any useful information like help center mail or report an incident is a joke. Finally, I have decided to log in to anotther account and describe my issue. Maybe here somebody might help me.

Yesterday I was log out (despite option remember me) from desktop EA app. I want to log in but I was not able. I put my standard e-mail address and my password. Nothing. Then I go to reset password procedure. Here I found an information that for my e-mail no account is connected. When I wrote mu username I received that to some strange e-mail reset link will be send.

In attachment I am sending unknown e-mail address connected to my account and an image of my profile ID and name.

Does anybody might help me. I am not able to use my account almost for 24 hours.

Edit: Removed images showing personal information. Please do not post these on public forums. -CM

  • EA_Mako's avatar
    EA_Mako
    2 years ago
    Hi @dikembe1990,

    You don't need to resume a case if you've just created it.

    That's just letting you know the option is there once you receive a reply, should you need to reopen it for any reason.

    If you've just created the case, please keep an eye out for a reply from our support team, thanks!

4 Replies

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    2 years ago
     
    Sorry to hear you've lost access to your account. If you haven't already, please be sure to go through as many of these security steps as possible just to help ensure this isn't a result of someone else gaining access to your account details.
     
    After that you'll need to get in touch with our support team to help recover the account itself. As they'll need to discuss private account details, that is not something we can assist with here on the forums.
     
    You can create a new case here and select Game Support > The EA app > I need help with my hacked account so the support team can assist with the actual account recovery. 
  • dikembe1990's avatar
    dikembe1990
    2 years ago

    Ok, I have created an issue. But when opening it in browser I see this info:

    "In order to resume this case, please click “Resume Case” below. Once you resume this case you can add more content such as attachments or continue to contact one of our advisors. Otherwise your case will be autoclosed.

    RESUME CASE"
     
    When I am clicking RESUME CASE link nothing is happening and I still see this message after page reload.
     
    As I understand this message tells me that within 24 hours issue with current state will be closed. I do not want this. I want to receive some help from anybody.
     
    What should I do now?
  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    2 years ago
    Hi @dikembe1990,

    You don't need to resume a case if you've just created it.

    That's just letting you know the option is there once you receive a reply, should you need to reopen it for any reason.

    If you've just created the case, please keep an eye out for a reply from our support team, thanks!

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