This is the 2nd time I've encountered this issue. The first was with Redsec. At that time my son's account got locked out. Made a support ticket and never heard back. A few weeks ago he started using one of my profiles to play. Bought himself the Battle Pass with his own money. After today's update, that profile is locked out. Fed up, I contacted support to live chat. Here's the absolutely insane transcript of that process. EA does not care about this issue or the paying customers it affects.
Today • 8:02 PM
Hello! I'm here to help you find information and answer any questions you may have. How can I assist you today?
We're connecting you to an agent. Your estimated wait time is 1 minute. • 8:02 PM
Vincent Simon joined • 8:02 PM
Hello! Thank you for contacting us. An agent joined the chat and will assist you now.
This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.
Hi there! I'm Vincent! Thanks for contacting EA Help. I hope you are doing great today!
Pleasure to meet you, XXXX!
I understand you're having trouble logging in. Mind telling me more?
Vincent Simon • 8:02 PM
Hi there, I don't mean to rush you. However, are you still there?
Since I haven't heard from you in a while, I will have to close this chat for now. If you ever need any assistance, please feel free to reach out to us—we would be delighted to help. Once again, thank you for contacting EA help. Stay safe and always take care, have a fantastic gaming experience!
Vincent Simon • 8:07 PM
I'm sorry, but it seems like you have stopped responding. If you have any more questions or need assistance, please don't hesitate to reach out again. Have a great day!
Vincent Simon left • 8:07 PM
Me:
Hello?
Sent • 8:07 PM
We're connecting you to an agent. Your estimated wait time is 1 minute. • 8:07 PM
Uday U joined • 8:07 PM
Hello! Thank you for contacting us. An agent joined the chat and will assist you now.
This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.
Me:
Hello?
Read • 8:07 PM
Hello! Nice to meet you. I hope you’re doing well. Thank you for contacting EA—my name is Uday, and I’ll be assisting you today. May I know your first name, please?
Uday U • 8:08 PM
XXXX
Read • 8:09 PM
How may I assist you?
Me • 8:09 PM
I own Battlefield 6. I bought it at launch so that my son and I could play together. He has an account in my Xbox Family and I game share with him. We originally played together for several weeks and then when the Redsec update dropped his account was locked out. I contacted EA about it but never got a response. A few weeks ago, we decided to try again. His original account still didn't work, but another account of mine that's in the family group did. So, he started playing on that. He even purchased the Battlepass with his own money. Today, when the new update dropped he was locked out again.
Read • 8:12 PM
No worries, I will certainly look into options to help you with it.
May I know the email that is linked with your EA account?
Me: • 8:13 PM
My account (the main account that shares games) is XXXXX.com. The account that is locked out (also mine) is XXXXX.com.
Read • 8:14 PM
Thanks
Can you please confirm what you would like to do next?
Me: • 8:19 PM
I'd like the XXXXX.com account to have access restored so that my son and I can keep playing toegther.
Read • 8:20 PM
Since you can’t access the primary email address on your EA Account, we’ll need a bit more information from you to confirm your identity. We want to make sure accounts stay safe, so if we can’t verify that it’s you, we won’t be able to help with account-related issues. Also, we can only recover one account per contact. Do you want to continue?
Me: • 8:21 PM
Wait... I don't need to recover two accounts, and I can access both emails and both EA accounts. It's the game Battlefield 6 that I can't play.
More specifically, the XXXXX.com Xbox profile can't play.
That's the issue.
Read • 8:23 PM
Okay, may I know what error message you received in-game when trying to play Battlefield 6?
Me: • 8:25 PM
It's error: 1:86001s:89001s:7C:-13561655840
Read • 8:27 PM
Okay can you please share the screenshot of the error
Me: • 8:28 PM
One sec...
WhatsApp Image 2026-03-17 at 8.30.28 PM.jpeg
Read • 8:31 PM
Thanks
Uday U • 8:32 PM
I am going to transfer your chat to our dedicated queue. The team there will review your account and assist you with your case. May I proceed with transferring your case?
Me: • 8:38 PM
Sure.
Read • 8:38 PM
Transfer requested at 8:38 PM
We're connecting you to an agent. Your estimated wait time is 5 minutes. • 8:38 PM
Me: • 8:50 PM
Hello?
Pranav joined • 8:53 PM
Hello! Thank you for contacting us. An agent joined the chat and will assist you now.
This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.
Hello, Thanks for contacting EA, My name is Pranav, Nice to meet you! I hope you're doing well today.
Me: • 8:54 PM
Hi, thanks.
Read • 8:54 PM
t's not sounds good to hear that you're facing issue while playing Battlefield 6., I understand your point and I totally agree with you, if I were into your place I would have felt the same and don't need to worry, I'll surely see what's the best we can do and will try my best to help you with the same.
May I know from how much time you're getting this error?
Me: • 8:54 PM
Well, originally it was in November, after the Redsec update. But like I told the other agent, that was on my son's own profile. Then we started playing again a few weeks ago when we discovered that he was able to use my other profile. Today, when the new update dropped, that profile got locked out as well.
Read • 9:01 PM
Thanks for the confirmation.
Now, Please refer to the below mentioned link and go through the steps and let me know if you have already tried these steps or not and if not then please give these a try and confirm me if these fixes your issue or not. Here are the links below:-
Troubleshoot your connection to EA games
help.ea.com
Xbox Support
support.xbox.com
After trying these steps if this steps not work follow below steps:-I would request you to power cycle your Xbox once:-
Turn off your console by holding the Xbox button on the front of the console for at least 10 seconds.
Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller. Note If you don't see the green boot-up animation when the console restarts, repeat these steps. Make sure you hold the power button for at least 10 seconds until the console completely shuts down. 3. After you have completed the previous steps to power cycle your console, try to restart your game.
I would request you to reset your console without losing your game data, to do that follow these steps:
Press the Xbox button to open the guide.
Select Profile & system > Settings > System.
Select Console info.
Select Reset console.
On the Reset your console? screen, select Reset and keep my games & apps. This option will reset the OS and delete all
I would request you to clear alternate MAC address :
Press the Xbox button.
Move right to the System Tab.
Scroll down and select Settings.
Scroll down to Network.
Select Network Settings.
Scroll down and select Advanced Settings.
Scroll down and select Alternate MAC Address.
Select the Clear button.+
I suggest you to flush DNS of your Xbox and this will fix the issue for you.
Set Public DNS Manually Use Google DNS (8.8.8.8 / 8.8.4.4)
Open Settings > General > Network settings
Select Advanced settings > DNS settings > Manual
Enter:
Primary DNS: 8.8.8.8
Secondary DNS: 8.8.4.4
Power Cycle Network Devices Router/Modem: Unplug for 30 seconds, then restart.
Xbox: Repeat the full shutdown process above.
Verify DNS Configuration
After applying settings:
Test connection under Network settings
Ensure NAT Type shows "Open" and all services are available.
I believe this steps would be able to solve the issue you're facing most probably if you'll follow the shared steps in a sequential order,
However, please do try and follow the steps, and if in case this steps wouldn't work, please do let me know, do that I can proceed with next steps and do the necessaries.
So, Please give this a try and in case of any issue you can get back to us and we will help you out with the issue as we are here 24/7 to help you.
This is your case number - XXXXXXXXXXX.
Please use this so that you do not have to explain your issue again and if it works then it's well and good and most probably this will work and if not then get back to us and we will help you out and I'll leave the case in open status for you and it will appear as "waiting on player" at your end. sounds good?
Pranav • 9:03 PM
Your cooperation is much appreciated.
In case of any further queries or issues in future with EA games, please contact us back. We will be glad to help you!
Thanks for contacting EA help. Have a great day.
Feel free to end this conversation whenever you're ready.
Pranav • 9:06 PM
Please provide the Survey from below link:
wwce-eait.my.site.com
Automated Process • 9:06 PM
Pranav left • 9:06 PM
Agent ended the chat at 9:06 PM
Me: • 9:06 PM
So, I've done all of these steps on my own. This isn't a connection issue on my end, or anything to do with my network configuration. For some reason, the EA servers are flagging these two accounts and preventing them from accessing the server. The game was working absolutely fine until the new update today. And before that, it was working fine until the Redsec update. This isn't an issue on my end.
Sent • 9:08 PM
Hello! I'm here to help you find information and answer any questions you may have. How can I assist you today?
We're connecting you to an agent. Your estimated wait time is 1 minute. • 9:08 PM
Vasu joined • 9:08 PM
Hello! Thank you for contacting us. An agent joined the chat and will assist you now.
This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.
Thanks for contacting EA. Myself Vasu.
Nice to meet you. Hope you are doing good. How may I assist you today?
Me: • 9:08 PM
Look, I was just speaking with another agent for 30 minutes. I explained the whole issue to them. Then, they linked a bunch of useless "troubleshooting steps" that I've already tried and as I was responding, logged off of the chat. That absolutely ridiculous! I paid $100+ for this game as well as two separate Battlepasses. I want someone to get me access back to the game, of give me a full refund.
Read • 9:12 PM
Nothing to worry about, I will figure it out for you. I'll surely see what's the best we can do and will try my best to help you with the same. May I know the email linked to your EA account?.
Me: • 9:13 PM
The email for the account that's unable to access the Battlefield 6 severs is: XXXXX.com.
Read • 9:14 PM
Thankyou , let me check
I don't want to waste your time or give you any false information , Can I transfer your case to the dedicated team so that the issue can be solved easily ?
Me: • 9:17 PM
How long will that take? This is seriously crazy; you're the third person I've talked to.
Read • 9:18 PM
I can understand but do not worry
Vasu • 9:18 PM
Transfer requested at 9:18 PM
We're connecting you to an agent. Your estimated wait time is 32 minutes. • 9:18 PM
Vasu left • 9:18 PM
Pranav joined • 9:34 PM
Hello! Thank you for contacting us. An agent joined the chat and will assist you now.
This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.
Hello, Thanks for contacting EA, My name is Pranav, Nice to meet you! I hope you're doing well today.
Pranav • 9:34 PM
It's not sounds good to hear that you're facing issue while playing Battlefield 6., I understand your point and I totally agree with you, if I were into your place I would have felt the same and don't need to worry, I'll surely see what's the best we can do and will try my best to help you with the same.
Me: • 9:35 PM
Are you the same Pranav I was speaking with earlier about Battlefield 6?
Read • 9:38 PM
Yes, you're getting right,
Please let me know if you've already tried the steps shared on last interaction and let me know if it's working or improving the issue?
Me: • 9:39 PM
No, I've tried those already. This isn't an issue with my connection. This is an issue with EA authenticating the profile and allowing it to play. I was responding to you with this information when you dropped the chat, making me go through 40 minutes and another agent just to get back here.
Me: • 9:41 PM
Hello?
Read • 9:46 PM
Thanks for trying the steps and it's not sounds good to hear even after trying the steps it's not working for you.
And since, You've tried every available troubleshooting step on our end, and I truly appreciate your patience and cooperation throughout. Unfortunately, the results weren't what we hoped for.
So now, I'll document this as a bug or feedback in my case notes so our game team can take a closer look.
Additionally, you may find other players with similar feedback or issues on https://forums.ea.com/ the where you can upvote relevant posts.
Me: • 9:50 PM
This issue has been on the EA forums since November. So, are you just telling my my son looses the money he used to buy the Battlepass? And EA is just okay selling a game for $100+ dollars that doesn't work properly and that they're not fixing? Like, that's it? Just too bad, so sad?
Read • 9:52 PM
Ah I understand your point and I totally agree with you, if I were into your place I would have felt the same.
But here isn't the road, I have noted the case from my end as well and we'll report.
I appreciate your patience, support and understanding. It's really commendable!
Your cooperation is much appreciated.
Me: • 9:55 PM
So what does that mean? Like, my son still can't play. What happens to his Battlepass?
Read • 9:55 PM
Ah, in this case, please wait and keep an eye on forums for update>
In case of any further queries or issues in future with EA games, please contact us back. We will be glad to help you!
Thanks for contacting EA help. Have a great day.
Feel free to end this conversation whenever you're ready.
Pranav • 9:56 PM
Please provide the Survey from below link:
wwce-eait.my.site.com
