So I have been able to now get his Xbox email and EA Sports email to be the same, but his game has lost all progress and only some of the stuff we have purchased is still there.
Why would a game he has always played, on a Xbox he has always played lose most of his data/purchased items?
Is anyone from EA here to help besides sending emails every few days back and forth?
Community ManagerHey @bman221411,
Sorry to hear you've been having so much trouble getting these accounts sorted.
We are unable to make any changes to your account or discuss account details on the forums, but we can certainly try to clarify the situation a bit more.
Progress is stored at the EA account level, not on individual platforms like Xbox/Steam.
That means when a platform account is unlinked from the EA account, it loses access to the progress earned on that account.
Progress cannot be transferred between different EA accounts, so if you've had a platform unlinked and have since lost progress/content there, it would need to be re-linked to the original EA account where that progress was earned to try restoring that progress.
This does mean that if your son was originally playing on a platform linked to your EA account, there will not be a way to transfer progress made on that account to a new EA account you've set up for him.
This link is centered around Cross Progression specifically, but the linked question does address this situation a bit further: A Quick Guide to Apex Legends Cross Progression - Answer HQ (ea.com)
If you need any further assistance getting the correct accounts (re)linked as needed, that will need to go through the support team as we're unable to make those changes here.
The account has always and still is played on the same platform (Xbox).
All that was changed is the email address it was linked to, so it shouldn't have lost its progress.
Also, only some of what we/he has purchased is showing on the account. Shouldn't he have everything we have bought?
For the record, the account is his, it has been his and he has and continues to play on the same Xbox, he nothing should of changed.
To be honest, EA Sports has messed up as his account is linked to my PC, which should have never happened.
How can I connect with someone to get this resolved?
My EA account has always been linked to my PS5, and now my Steam account but I do not have my progress or items purchased, I have my sons.
I need help and just messaging with Customer Experience with a several day lag time between messages and speaking to a different person every time is not acceptable.
We have spent A LOT of time and money and I do expect this to get resolved.
Also @EA_Mako
Is this true? Did EA Sports just close mu account because I am complaining about an horrible customer service experience and nobody able or willing to help?
Seriously?
Community ManagerNot quite, to clarify, it does not matter that you're playing on the same platform, it matters which EA account that is connected to.
Progress is not saved on the Xbox, it is saved on the EA account.
The reason you're not seeing everything is because that Xbox account has been linked to a new EA account. The links below have more information about the linking process.
https://help.ea.com/en/help/account/link-your-console-accounts/
https://help.ea.com/en/help/account/unlink-gaming-accounts-from-ea-account/
We do not automatically link accounts, this would only be done by entering the EA account information the first time you log into any EA title on that platform or by going through the steps above either on your end through the account page, or via our support.
I do not see a PS5 or Steam account connected to either account that has been used to post in this thread, so either those were unlinked or they're attached to a seprate EA account.
You would need to get the PS5/Steam/Xbox accounts linked back to whichever EA account they originally earned their progress on if you're trying to restore lost content or progress.
To do that you'll need to get back in touch with support:
No, it is the same Microsoft/Xbox account.
Microsoft said I could change the alias email and in doing so it is the same account with Microsoft. I went into this with the pure goal of not losing the account. It is not right the guidance I have gotten from EA Sports and Microsoft cause someone to go through this. How can I speak to someone to get this resolved? There is no reason he should have lost the account progress or the monies spent.
Why does the X community push me to a person who is 3rd party, who can fix this with a software program, but EA cant? How can he fix this?
Community ManagerHi @CxmpSweater,
I understand it's the same Xbox account. That same Xbox account is not linked to the original EA account, however, which is where your progress is stored.
You need to speak with support to address this. The links I've provided above to our support and to have a ban reviewed are both to EA support, not a 3rd party.
A 3rd party cannot help with this, and if you're receiving messages on X/Twitter claiming as such, those are likely trying to phish your account information.
This cannot be cleared up by anyone except support, and 3rd parties will not have access to our support tools, nor can they contact us on your behalf as they are not the registered account owner.
I have been asking for help for weeks. Nobody is helping.
I have sent many emails, many cases have been opened due to those emails. You have my phone number, you my email address and nothing, nobody is reaching out. I have spent hundreds if not over $1000 on that account in Apex on skins, etc. Why is the process this difficult? I should be able to message someone and when they can chat or talk, contact me and help me to fix these issues. Nobody has done that. For going to social, my sons account is now banned by EA. Seriously, nobody can do the right thing, but they can easily hit the ban button!?! I have gone where you said to go, I have no idea how to talk to someone and actually get answers and support. I am doing everything I can, I will continue to do whatever needs to be done for someone at EA to care and help me.
This company just banned a young kids account because you are holding hostage the progress and monies spent on an account that he has always played and continues to play. Shame on EA for this. Do the right thing!
This is I think the 7th communication from EA Help team. Do you think this is help? Do you think this is any meaningful attempt to help me with this situation?
Below this is the communication. Again, 7 emails from Customer Experience, this is what they send:
Thank you for reaching out at EA. My name is Vinay and I would assist you with your issue today. I hope you are doing well!
I have gone through your case and found that you want to transfer your game progress between accounts, please be assured I'll certainly help you with the best possible information to help you out with this issue.
Suppose that you have one EA Account and you play on PC and PSN On that your PC account is on level 50 and your PSN account is on level 30 then the PC account will become the main account for you that how the progress is working.
Suppose that if you're on level 300 of apex on PSN and your PC account will also reach on level 300
So the cross-progression is only applicable if all the platforms are linked with the same EA Account.
And that also before the 26th of October however if you now delink or link any platform then the progress will be lost for that specific platform
Also, EA is not suggesting players move their platforms from one account to another the cross-progression will only work if you have your both platforms linked with the same account from the start.
Please check this link below for more information:
https://www.ea.com/games/apex-legends/news/cross-progression
You can check the status of your case from My Cases on EA Help.
If you need more information, check out these resources:
For game-specific help: Go to the EA Help home page, choose the game or product you need help with, and click See all help topics.
Visit Answers HQ to get help from other players in the community.
Follow @EAHelp for everything from outage info to game news.
Subscribe to EA Help on Youtube for video walkthroughs and guides.
Thank you again for contacting EA.
If you have the ability to contact EA Help, can you let them know they have banned my sons account, not mine? Isn't that bullying? Punishing a kid who has done nothing wrong? If they want to ban an account they can ban mine all day long, but he hasn't violated the agreement or said anything. This company at every step has chosen to avoid and not help, this is on you.
What a shame of a company to instead of reach out and try to fix the problem they just resort to these low tactics.
Shame on EA!
Community Manager
