Re: Reset password loop

@jay711523 

When it comes to disabled accounts, this is how it works. You said you set up a case and got an automated reply which could mean they have a lot of players doing the same thing you are. There are only a handful of ways to resolve these, and they are done with support, not over the forums.

 

• First, reset the email to the original email linked to the EA account. If the password to the correct email is reset, you should be able to log in again.
• If a password reset is completed and does not grant access, it may be because the email was incorrect or a new EA account was created with that email, in which case you need to reach out to support.

You can contact support over chat without being logged into the site. Not all choices on the help site give a chat option. We have tested the site many times to make sure which ones work with chat. Almost all options relating to "I cant log in" choices will provide a chat option.

To get the information updated, you can contact our live support on our Help Site. To request a chat or open a case through email. First, clear the browser history and cache from the main browser you use.

 

•  Select the Games Support tab
• Select EA App or EA account
• Select See all help topics
• Select one of the account issues like I cannot log in
• You may get a pop-up that says login and get faster help
• Select Continue without logging in
• This should give you the chat/email option

@EA_Shepard While I do understand you want everyone with this issue go through the EA help and chat, there are two issues that the help and chat don't solve or even create a case to get the issue solved.

1. Your disabled EA account is linked with a deactivated email that can not be reactivated. If that is the case, there is no way to to get that solved in that path.

2. Your disabled EA account can't be reactivated. In the game you are told to change the password. So you follow the instructions but it doesn't work at all.

I really think you and other EA people here need to provide help on those two issues if they show up. That needed help is not provided by any of you here.

So what I am asking is determine where the issue is. Maybe create a number of questions so you can see where the break is. And if the break are one of those two issues above, you need to move them beyond the EA help and chat into a conversation with a EA person to be able to reach or delete their account.

The bugs and technical issues are stressing people but these two issues are absolutely the worse thing for your costumers. Please try and do this to help.

Hey @boubucarow I understand where you are coming from. The disabled account is not a bug. It is working as intended. Its a security measure from inactive EA accounts and possible compromised accounts. We cannot change that.

Also, If the steps don't work as provided by the EA account teams, support had to fix this. Community Managers are not support and we don't assist with account issues like this over the forums. We cannot verify your account, nor can we make any changes.  The forums are not the correct place for account issues past the steps we post for certain issues like this one.

Feedback has been sent to them about this from us and from the players. Sadly, we have no say in how support sets up processes or assists players with these issues.