Forum Discussion

2 years ago

Solved

Unlinking PSN account from old EA account.

So I have been trying to unlink my PSN from an old EA account and have had tremendous difficulty solving this issue. Basically, this old EA account has an email registered to the account which is super old and actually no longer exists. It is my parents old email address and it is a subscription based email service provider and they suspended their account so that email no longer exists there is no way of accessing it anymore. For some reason the account has not been verified so I cannot change the email to the proper email. Ive tried to solve this issue multiple times through the AI questionnaire but they can only input the information to verify the account once per chat, so it literally took 3 1/2 hours to have 7 chats with various agents to still have no resolution. I do not have some of the required information because this account was made in 2013, when the asked for the IP, address, last 4 of card, date of birth... I have given all the possible combinations of information of past addresses and old cards, my birthday is even incorrect on the EA account. My new EA account has the same email linked to the PSN account. I have 10+ years of EA games on this account. Please help.

EA_Mako
2 years ago
Hey @72c5a144dc485acf,

Sorry to hear you've been having trouble getting back into an account. I'm afraid we're unable to make any account changes via the forums, so you would need to continue working with support for this issue.

Our support would need to be able to verify enough of the registered account information before any changes can be made. You're welcome to reach out to try again, but we wouldn't have a way to otherwise bypass that verification, sorry.

5 Replies

EA_Mako
Community Manager
2 years ago
Hey @72c5a144dc485acf,

Sorry to hear you've been having trouble getting back into an account. I'm afraid we're unable to make any account changes via the forums, so you would need to continue working with support for this issue.

Our support would need to be able to verify enough of the registered account information before any changes can be made. You're welcome to reach out to try again, but we wouldn't have a way to otherwise bypass that verification, sorry.
crolinus
2 years ago
Ive already made 11 different cases each of them failing. Since I cannot get the verification code they have to ask for some information such as IP, email, DOB, Last 4 of card, phone number, and purchases with dates of purchases. I obviously have access to the PSN, which also has the same email as the NEW duplicate EA account so I provided several proofs of purchase with the date of purchase as well as the last 4 of the card used for said purchase. The issue is that for all of the other questions i would have no idea which combination would be the correct since this old account was made in 2013 and since then i have moved several times have had more than a dozen different cards, and several different numbers. Also in the information section on that old profile, there is no first name, phone number, or address on file. So im completely lost as to what i should do, im starting to gather that the only possible way is to painstakingly try each and every possible combination until i get it right, which i would have no idea which parts of information are correct and which arent since the agent cannot tell me, so im basically guessing at complete random as to what information i provided for the account when i was 16.... THis would all be sooo much easier if I could get human with access to the information on both accounts and see that the Steam's email, eth PSN account's email and the new EA account are all the same.
CrackCain
1 year ago
@EA_Mako reach out to who? wheres the option because all its been doing for me is looping right back to here. no way for me to make a case no way for me to talk to a real person about my account issues.
EA_Mako
Community Manager
1 year ago
Hey @CrackCain,

That may be directing you to a help article rather than a support option depending on your current account status or the options being selected.

Just to be sure, if you're trying to get some help making a change to your account try to create a new case here and select Game Support > EA account > I want to update my EA Account information or I need help logging in to my EA Account.

If you're using those specific options and aren't able to get through to support, try using an incognito mode window when going through those again. You'll see an option to Continue without logging in, so just select this rather than logging in with the incognito window. Let me know if that lets you get a case opened!
rendellinho
1 year ago
@EA_Mako there is no option for chat in both of these selection...
"select Game Support > EA account > I want to update my EA Account information or I need help logging in to my EA Account."