Forum Discussion

5 years ago

Solved

My son's account (+15 yo) can't log apex on PS5

Hi people, first some facts a) my son's profile and mine have Costa Rica as country of residency, b) according to EA page https://help.ea.com/en/help/account/online-access-for-child-accounts/ , fo...

EA_Kent
5 years ago
Hi @rbadillarx,

It sounds like the restriction is happening on the PSN side, which I'm afraid we can't really see. I think it would be best to reach out to PlayStation Support so they can take a look at the PSN account.

You can find more information on how to contact them at the PlayStation Support website.

/Kent

Emanplays543

4 years ago

My son is having the exact same issue. All restrictions have been lifted. PLAY STATION can't fix the issue and he wants to be able to access his account. This is years worth of progress and tons of money for him. Do you have any other advice?

Account name: Eastman_22

Play station 5

Email: [edit: email address removed]

"Unable to use online features due to age restrictions"

EA_Kent

Community Manager

4 years ago

Hi @Emanplays543,

If your son is under 18 he's most likely on a teen account, which does have some restrictions. For more info check out the Parental Controls article on the EA Help website.

Emanplays543
4 years ago
Thank you for the response. There's just a couple issues with the answer provided.
Firstly, he has been using this account for the last 2 years on the PS4. We then upgraded to the PS5 and for the first few days, it was fine on the PS5. Suddenly, he now gets this message and his 3-4 years of hours and money put into this account aren't accessible.
Secondly, We've contacted Technical support for PSN and they couldn't help. His account is now getting the same message on the PS4 and PS5. So, he can't play with this account at all and everyone from PSN has been through the restrictions settings and there aren't any on his account.
For this system and extras we spent 1250.00 CAD for our children to have this system for Christmas. Within days of purchasing it, they can't even play??? There must be a better solution. Also, the fact that we can't get a technical support number for EA APEX, is strange. We called the online numbers and they will only help with Star wars issues, so, we can't even talk to a real person. This really doesn't seem fair and it is quite a let down for such an expensive purchase.
Please help.....
- EA_Kent
  Community Manager
  4 years ago
  @Emanplays543
  
  I think it would be best to speak with the EA Help team so they can look into this more in-depth. I'm afraid we can't really investigate account issues here on Answers HQ.
  
  For more info on how you can set up a case with them check out the EA Help website. You can also speak with the team over Twitter or Facebook instead, if you'd prefer.