Can’t age up!

Question

I’ve just spent 2 hours on live chat and ultimately been referred here so hoping someone can help!

I may have set up my sons Xbox incorrectly but who knows. Long story short is that he has FC25 but can’t play against his mates as the invites don’t work, online chat said it was due to an age restriction…. So we worked together to age up his account.

the problem was they told me to log into his ea account to accept the age up but I can’t log into it. If I try to log in with his username/email it sends me in a loop to verify through the adult email account and set a password for the child account. When I try to log in with the child account it says the credentials are wrong or something.

the help chat sent me here! Please help! Is it easier just to reset the Xbox to factory settings and start an account in my sons name as an adult?! But if I do that can I transfer FC25 to that new account they we bought

thanks in advance, I’m so frustrated!

ea_mako · Answer

Hey Tezzle82,
Sorry for the frustration you're running into just trying to get your son online here.
Unfortunately, I don't know why you would have been referred to the forums for an issue like this one. We are unable to discuss account details or make any changes at all to accounts via the forums, as these are public boards visible to everyone.
If these steps aren't working to age up the account and you're unable to log in due to incorrect credentials, our support team would need to take another look at this with you.&nbsp;
Just to clarify, resetting your Xbox to factory settings shouldn't have any impact on the actual account(s) being used there when it comes to registered information like a date of birth, so that should be unnecessary. Each EA account can only be&nbsp;linked to a single account from each platform (Xbox), so if you were to start a different Xbox account you likely wouldn't be able to link it to the same EA account with your son's current progress and data.&nbsp;
Ideally in this case our support would be able to help verify and update any incorrect account details, rather than trying to unlink or move around different accounts altogether. You should be able to resume a previous case from your case history page here to pick back up with an advisor as needed.

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Can’t age up!

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