account email adres got deleted

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Player Profile
When did this happen? (dd.mm.yy hh:mm) 14.01.2023
Summarize your bug my brother cannot login to ea account
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? not
What happens when the bug occurs? he cannot login
What do you expect to see? the problem fixed

‌

hello,

I am asking this question in name of my brother, since he cannot login anymore. Its pretty complicated: Years ago, i mean like maybe 10 years ago, he created the account with the email of our father, since he did not have his own personal email yet. He did this on every account he had, including playstation, which is where he plays the ea games. Thing is, that email from my father, was en email adres from a network provider he was with before we moved out to diffrent city. In that new city, my father got with another network provider, resulting that his old email, the email my brother made all his accounts with, got deleted. Now my brother was able to recover pretty much all his accounts from playstation, and other games, but fails every time with his ea account.

When he tries to login via his playstation account, which is linked to his ea account, he keeps on getting the same error: connect_error_social_login_failure. I am guessing that's because his playstation account's email is already changed to my brothers personal email. He tried everything, contacted ea support countless times, filled in the recovery forms, but without succes.... I am now helping him getting his account back. All we need to do is change the email from my fathers deleted email, to my brothers new email. I hope through this way we can get some help on how we can recover the account.

Kind regards,

Bram

bug

mac

EA_Aljo
3 years ago
@BRAMVANKEER

No changes, including unlinking accounts, can be made without verifying ownership first. If your brother can recall the answers to the verification questions that are being asked, he's welcome to contact support again to get some help with this.

18 Replies

EA_Aljo
Community Manager
3 years ago
Hi there, @BRAMVANKEER

Your brother will need to recover their account with an advisor by answering some verification questions. It sounds like he's already done that and hasn't been able to provide the correct answers. He's welcome to try again, but if those questions can't be correctly answered, we won't be able to recover the account for him.
BRAMVANKEER
3 years ago
hello, thank you for the response.
I fear getting his old account back is becoming impossible... It's a shame since he was able to recover all his other accounts pretty easy with showing some proof of verification. I don't understand why it's so hard to recover an ea account. But anyhow, I think the account will be lost forever, and he'll need to create a new one. Now he needs to know how he can disconnect the old ea account from his playstation account, is there a way to do this?
Thanks for the help,
Bram
EA_Aljo
Community Manager
3 years ago
@BRAMVANKEER

No changes, including unlinking accounts, can be made without verifying ownership first. If your brother can recall the answers to the verification questions that are being asked, he's welcome to contact support again to get some help with this.
BRAMVANKEER
3 years ago
@EA_Aljo So that means, given the fact that it is an old account and he doesn't remember all the exact details from it, he will never be able to play ea games on his playstation anymore? He cannot recover nor disconnect his own account... I've been helping him for a couple of months now, and i gues there is nothing else to do then try try and try.
EA_Aljo
Community Manager
3 years ago
@BRAMVANKEER

Correct. We cannot make any changes to an account without verifying ownership first.
As2000tsmYT
3 years ago
Hi. I have a similar problem, i have an account connected to a deleted email, and based on the convo i see here, i understand that i would have to answer these verification questions, so my question is where can I do so?
Kind regards,
As2000tsmYT
Dat_Warming
3 years ago
Hello dude!
I have the same problem,
my account is tied to an old Gmail that no longer exists, and no matter what I do to change the email address,
the system asks me to enter the security number from the email that no longer exists.
What can I do? 🙂
BTW my mail was at that time verifyed but i dont recall having security questing and i dont have and I don't have another email linked
Pls help :3
EA_Aljo
Community Manager
3 years ago
@Dat_Warming @As2000tsmYT

Please contact an advisor by opening a case here. They will need to verify ownership before making any changes.
As2000tsmYT
3 years ago
Ok, so i contacted them and i answered the questions a couple of times, but i got the wrong answers. however, i feel that im getting close to getting the right answers, so i was wondering if you guys at EA have any tips for getting/remembering the right answers? The ones i had cannot be far off from the correct ones.
EA_Aljo
Community Manager
3 years ago
@As2000tsmYT

Maybe you used the same details they are asking for on another account created around the same time?