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Francesca1988's avatar
Francesca1988
Newcomer
11 hours ago

Account stolen

Hi everyone,

My account was stolen on 14th April 2025. Impossible to get it back by chatting with EA support. I guess the hacker has changed all information of my account (e-mail address, telephone number, date of birth, etc...). When EA support tries to verify the account they say the information I provide does not match with my account (of course, hacker has changed it!). 

The hacker entered my e-mail address as well and cancelled all my e-mails, so I am not able to provide for the games invoices, but I can provide some of the EA order numbers (I can provide for some of the orders numbers, but EA support doesn't even want to check for them).

As you can see from the picture, I have a lot of The Sims 4 packages installed, but I cannot play because the EA account was stolen. I cannot believe I have lost all of them, and more games!

Did it ever happen to anyone else? 

To be honest I thought EA support could check better to help me, but after several attempts I have lost all my confidence...

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1 Reply

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  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    10 hours ago

    Hey Francesca1988​,

    Sorry to hear someone else had gotten into your account. If you haven't already, please be sure to go through as many of these security steps as possible to help get your account and system back into your control.

    After that you'll need to get back in touch with our support team to help recover the account itself. As they'll need to discuss private account details, I'm afraid that is not something we can assist with here on the forums.

    I do see you've mentioned already getting in touch, but if you weren't able to verify the account you're welcome to reach back out and try again. It's worth noting that our advisors would be able to see if information was changed on the account, and would be checking your answers against the information originally on the account, not something that was just changed.

    If you had a previous case you should be able to resume that here or create a new case if you'd like to try that recovery process again.

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