Forum Discussion

3 years ago

Solved

I lost everything

I had origin since the beginning. Last year or so I had to update the email address on there because I no longer had access to it, there's no way for me to login into it; so I had to update it. I had no issues with that process. Now, I had to download the the EA app and nothing transferred over! I used the email that I had updated on origin to login into this and another username that I have no recollection of making and now I lost hundreds of dollars worth of expansion packs and hours. For * and giggles I tried the old email I no longer can access and it says sending a verification code? When I logged in with the my email that I had updated it didn't need a verification code and I lost everything!!!!! I've been a sims fan since Sims1 and have been loyal, this is disappointing to say the least.

discussion

EA_Lanna
3 years ago
Hi @SammiiJ94,

Ok, thanks for clearing that up. If one account has two separate usernames, somethings amiss and this needs to be looked into. You'll need the support teams help either way on this one I'm afraid as it requires discussing account specifics with you and potentially making account changes. Please share the two usernames you have with the EA Support team to help them pull up the details. They'll do their best to help you out with this from there.

- EA_Lanna

4 Replies

EA_Lanna
Community Manager
3 years ago
Hi @SammiiJ94,

If your game library isn't showing your owned games in the EA app, then most likely you're logging into the EA app with the wrong login details. That you have no recollection of the username on the accounts further suggests there's a second account in play here that has the games tied to it. To rectify that, you'll need to login to the app with the same details on the EA account that you originally purchased your content on, and you'll see everything available in your library to download and access again.

I'd recommend checking any emails you have for the email receipt of your purchases so you know which account to login to the EA app to. If you need further help locating the account, the EA Help Support Team can assist you with that. You can provide the receipts that you do have and they can help you locate the account that your games are currently tied to.

Use this link to open up the EA Help contact page and fill out a help ticket to reach them: https://help.ea.com/en/contact-us/new/

- EA_Lanna
SammiiJ94
3 years ago
You're not understanding what I wrote. The email address that I use to logged into origin and the EA app are the same, somehow different usernames. I had to update my email address on Origin because the original email that I used to create an account on origin is no longer accessible hasn't been for years now. So when I started to play the sims again a year or so ago I had to update the email address, I had no issue with that until I had to download the EA app. Again, I don't have access to the original email anymore so I can't get the verification code.
EA_Lanna
Community Manager
3 years ago
Hi @SammiiJ94,

Ok, thanks for clearing that up. If one account has two separate usernames, somethings amiss and this needs to be looked into. You'll need the support teams help either way on this one I'm afraid as it requires discussing account specifics with you and potentially making account changes. Please share the two usernames you have with the EA Support team to help them pull up the details. They'll do their best to help you out with this from there.

- EA_Lanna
EA_Lanna
Community Manager
3 years ago
Closing this thread to limit derailment with albeit similar (but not the same) issues. The same advice won't apply as a result.

Please readers, take care to read the opening post for context before joining a thread to ensure it matches your own issue. If there isn't an existing and active thread on the same issue, please feel free to open one and add some details about what it is you're running into and have already tried.

Thank you.

- EA_Lanna