Ok, I have only got slightly further and I'll be honest, I'm not confident with the information I have been given by two advisors now as the information contradicts. Full transcript below but the key bulletpoints are:
- I am currently paying for EA Play via my Xbox Gamer Pass account - I cannot access EA Play due to barriers EA are putting up in front of me.
- The email address I believe that the old EA account is linked to no longer exists and the domain holder no longer creates emails under the domain.
- I know the EA ID
- Despite <> avoiding the question, I found a way to attempt to log in via my Xbox credentials. This didn't work as my old EA account password has expired and needs to be changed.
- I followed on screen instructions which took me back to EA help.
- The Gamertag is a potentially identifiable source of information and as such I have the right to have that removed from existing EA systems if I should choose so under the General Data Protection Regulation (UK). 2 Advisors have told me this is not possible, but it must be to be compliant with the law on data handling.
- <> suggested that Microsoft have the ability, if willing, to remove the link on EA's servers. <> then backtracked and said that this was not necessary, despite the email situation. Md yesterday indicated this would not be possible.
I accept that there are procedures in place to protect accounts from being hacked. However, it is simply not a case that this process is suitable for genuine customers who have a problem and that there must be a way around this. It's rather archaic that a deleted account isn't really deleted and could potentially create it's own GDPR issues.
<> (23/11/2021, 12:30:13): Thank you for contacting EA HELP, my name is <>, may I start with your first name please?
(23/11/2021, 12:30:22): Hi <>, my name is Nathan
<> (23/11/2021, 12:30:53): Hello Nathan! Nice to meet you. Hope you're doing well. How may I help you at this moment?
(23/11/2021, 12:33:07): I am having problems with unlinking my Gamertag from an old and rarely used secondary EA account so that I can link it to my current main EA account to use EA Play. I have subscribed to Xbox Game Pass with EA Play but cannot access the EA Play side of things until I can link my account.
The second EA account status is currently 'deleted' and the email address used to register it can't be accessed and isn't recoverable. A colleague of yours on the forum suggested you may be able to restore the account and remove the link if you're able to identify enough information about me in order to do so.
<> (23/11/2021, 12:35:09): Alright champ! As I understand your concern you have an issue with unlinking your Xbox from an EA account.
<> (23/11/2021, 12:35:20): I will surely try my best to help you fix your issue. Please do not worry as we are here to help you.
(23/11/2021, 12:35:59): Thank you
<> (23/11/2021, 12:36:31): May I know the original email address of the EA Account on which you have issues?
(23/11/2021, 12:37:17): I believe it was [redacted] (I haven't accessed the account for approx 10 years so I'm going by memory)
If it helps, an advisor yesterday was able to locate the account with my gamertag [redacted]
<> (23/11/2021, 12:37:50): Please let me try for you.
<> (23/11/2021, 12:41:04): Alright! I can see it's a deleted account.
<> (23/11/2021, 12:41:43): So we can't check what email ID was linked with this account since the account is deleted and we can't access the logs.
<> (23/11/2021, 12:42:30): All you need to do is restore the account with the email ID with all possible email IDs you have.
(23/11/2021, 12:45:10): Ok, but if it is linked to the email address I can't access (I don't believe that address even exists any more as that's similarly not been accessible for over a decade) is there any other way my gamertag can be freed from a deleted account?
<> (23/11/2021, 12:46:08): No, since the account is already deleted only the account owner can retrieve it and make the changes.
<> (23/11/2021, 12:46:47): I understand you are an account owner but since you don't remember the credentials then even EA can't help you.
(23/11/2021, 12:47:55): Ok, so if I made a GDPR request to have my identifying information (gamertag) removed from all existing records, how would EA process that?
<> (23/11/2021, 12:49:21): For deleted account we can't have the tracks and logs so we can no help a player make a changes.
(23/11/2021, 12:50:37): So this would be a breach of the General Data Protection Regulation regarding identifiable information you hold about me.
<> (23/11/2021, 12:52:34): Dear Nathan, I hope if you can understand that since even we can't access a deleted account's logs info only the true account owner can retrieve the account.
(23/11/2021, 12:53:45): May I ask if you're able to see if the EA account ID is [redacted]
I have just tried the restore process and instead of being told it is wrong, I have been told that my password will be sent to the email on the account (wierdly in HTML script rather than a web page)
"We sent instructions on how to reset your password to the email you used to set up your EA Account. Check your spam folder if you don't see it within the next few minutes"
<> (23/11/2021, 12:54:58): I can see the GT is still showing linked with the account.
<> (23/11/2021, 12:55:13): SO you receive the email with the reset password.
(23/11/2021, 12:55:35): Yes but I don't have access to the email account as it no longer exists
<> (23/11/2021, 12:57:27): Then you can't make any changes.
<> (23/11/2021, 12:57:36): Please let me know if there is anything else I may help you with.
(23/11/2021, 12:59:09): So is there any way I can get access to the EA Play service that I am paying for?
<> (23/11/2021, 13:00:44): Sir please try and understand that once you verify the true account ownership then only after the account verification purpose you can make the changes in the account.
(23/11/2021, 13:02:01): That's what I'm attempting to do but EA is limiting my ability to do this
(23/11/2021, 13:02:14): Is there any way I can access it via my Xbox gamertag?
<> (23/11/2021, 13:03:00): For the account safety and security purpose EA has made such policy so no intruder or phisher could attempt through us to take over your account.
<> (23/11/2021, 13:03:39): Even if the true account owner comes and says that account credentials and linked platform belongs to him.
<> (23/11/2021, 13:04:00): All you need to verify the account and recover it.
(23/11/2021, 13:05:44): I understand that there needs to be security protocols, but for genuine people that have a problem there should surely be a workaround. that's why I'm asking if I am able to attempt to log into EA with my gamertag anywhere
<> (23/11/2021, 13:07:42): Sir I also informed you that there is no way apart from what you're expecting from us.
<> (23/11/2021, 13:07:52): You have to believe us.
(23/11/2021, 13:07:52): I have just found a method to log in via my gamertag, but again in doing so it is telling me that my password will be emailed to an email account that no longer exists
<> (23/11/2021, 13:08:20): This is the only option we have sir.
<> (23/11/2021, 13:08:50): Else we would not kept informing you the same thing again.
(23/11/2021, 13:08:51): It actually told me that my password had expired and that I would need to reset it, so it accepted my gamertag credentials
(23/11/2021, 13:09:53): The message I am getting brings me back here: Please reset your password
Your login credentials might have expired. Good news: all you need to do is reset your password.
If you need additional help, please visit help.ea.com.
(23/11/2021, 13:10:20): So please could I have help resetting my password?
<> (23/11/2021, 13:11:46): I think now you're not understanding what I am saying. How can we help you reset a password for an account that you do not even remember.
<> (23/11/2021, 13:12:35): To send you reset password we need the original email that you do not remember and manually it can not be changed since we can't access the deleted account.
(23/11/2021, 13:14:02): I do remember the account, I don't have access to the email address it is linked to and the password has expired. I've advised you what I believe the EA ID to be and I have been able to get as far as the password reset but I don't have access to the email account as it no longer exists. I have already provided EA with the email address of [redacted].
The problem isn't that I don't remember the email address, it is that the email address no longer exists for me to be able to access it in the first place
<> (23/11/2021, 13:15:52): You are making me helpless by asking for something that we can't help you with.
<> (23/11/2021, 13:16:15): Why would I waste your time if we had any alternate to offer you?
<> (23/11/2021, 13:17:24): Still I suggest you please wait for some time and try to remember the right email ID wit all your possible email attempts.
<> (23/11/2021, 13:17:37): Otherwise there is no way apart from this.
(23/11/2021, 13:18:25): I believe you are misunderstanding. I remember the email address, I cannot access it as it no longer exists
(23/11/2021, 13:18:52): It is not a case that anyone will be able to access the email account as it is gone. it does not exist at all
<> (23/11/2021, 13:19:54): Please accept my sincere apology if I sound misunderstanding.
<> (23/11/2021, 13:20:23): There is only one way that only a player can make the changes with a deleted account.
<> (23/11/2021, 13:20:49): We can not do anything as we can't access track or locate any account details or logs.
<> (23/11/2021, 13:20:58): So no changes can be done.
<> (23/11/2021, 13:21:38): You need to get the account access first else you'll lost the credentials and belongings.
<> (23/11/2021, 13:22:07): Moreover this you can ask the console team to unlink for your Xbox.
(23/11/2021, 13:23:05): I have considered contacting Microsoft to do this (assuming you mean them) - however your colleage Md yesterday advised me that this wasn't possible
<> (23/11/2021, 13:26:06): Alright then! I would suggest you first get the account access by contacting the domain party as this is the only way you can get the access and restore your account to unlink your Xbox.
<> (23/11/2021, 13:27:04): Please let me know if there is anything else I may help you with.
(23/11/2021, 13:27:45): What is the 'domain party'? I'm not familiar with this term and want to make sure I understand this correctly
<> (23/11/2021, 13:28:36): Like your email domain ends with Gmail so you have to contact them for the account access.
(23/11/2021, 13:29:21): Ok, I thought you said I could ask the console team to unlink the gamertag?
<> (23/11/2021, 13:30:13): No need to do that .
<> (23/11/2021, 13:30:35): Is there anything else I may help you with?
(23/11/2021, 13:30:49): No need or it's not possible?
<> (23/11/2021, 13:31:12): I didn't get you.
(23/11/2021, 13:31:41): You said I could contact the console team. But now you're telling me that there is no need - but if this offers me a solution then there is a need
<> (23/11/2021, 13:32:45): Alright then! You can contact them if you want else majorly you need to contact Gmail if your email domain was with Gmail or any other domain.
(23/11/2021, 13:34:07): So just for clarification: Microsoft will have the ability to unlink my Xbox Gamertag from the old EA account so that I can link it to my main EA account?
(23/11/2021, 13:34:19): As if so, that seems like a far easier solution
<> (23/11/2021, 13:35:47): It is all up to them. Otherwise you have the second option to contact with the domain team to get the access for your email and easily get your account restored back. Then I think you won't have to unlink the Xbox too.
(23/11/2021, 13:37:30): And to further clarify, I'm not looking at changing gamertag, but keeping my gamertag which is almost 20 years old, but removing the EA link so that I can link it to my existing EA account. If that is the case, that sounds like the most sensible solution given that my old email account hasn't existed for a decade.
<> (23/11/2021, 13:38:52): Cool. So please let me know if there is anything else I may help you with.
(23/11/2021, 13:40:25): Ok, I'm taking that response as confirming that this is an option and I will attempt to contact Microsoft to attempt to unlink from their end.
<> (23/11/2021, 13:41:39): This is just a suggestion as we can't confirm if they will make the changes or not. What I have suggested you about is contact the domain team to get the email access back.
<> (23/11/2021, 13:42:46): There is no need to contact console team but if you wish then you can proceed. From our side please be strongly confirmed and sure on to get the access of your email with the email ID domain team. Alright?
(23/11/2021, 13:43:27): Ok, contacting the console team was your suggestion as above - whether or not they're willing is one thing, but you have implied that they would have the capability to do so if willing and this I will take to them, thank you
<> (23/11/2021, 13:44:04): Alright!
<> (23/11/2021, 13:44:15): We hope to maintain a good relation in future with you.
(23/11/2021, 13:46:58): Thank you.
[CM - Edited to remove staff name]
