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RevengeOfGibbon's avatar
RevengeOfGibbon
5 years ago
Solved

Can't Unlink Xbox Account From EA Account

Product: EA Desktop
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? Other (Please Describe)
Please describe Attempting to link Xbox account to EA through Game Pass for PC application
When did this happen? (dd.mm.yy hh:mm) 22/03/21 11:00
Summarize your bug Attempting to install an EA Play game through the Xbox Game Pass for PC application brings up the account linking window as expected. After entering user name and password, the following error message is displayed: "Your accounts can’t be linked because the EA Account for re*****@gmail.com was previously linked to the Xbox account for CheeseWhizz. An EA Account can only be linked to one Xbox account in its lifetime." This Xbox account was connected to my EA account several years ago, but is now totally defunct and deleted. I unlinked it from my EA account months ago, but am still unable to link a new Xbox account. I have contacted support numerous times via email, live chat and phone, the first line support cannot even see the connected account, let alone help with my issue. Not only that, but they refuse to escalate the issue or help me in any way. This is clearly a database issue, since they cannot view the record correctly in their CRM, but this issue is 100% persistent when attempting to link the account on PC as well as Xbox console.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Follow the steps above.
What happens when the bug occurs? Account linking fails with the error message reported above.
What do you expect to see? This account should have been unlinked from my EA account months ago when I used the web control panel to do so. Account linking to my new account should proceed successfully.

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See attached images.

bug
mac
pc
  • EA_Aljo's avatar
    EA_Aljo
    5 years ago

    Hi there, @RevengeOfGibbon.

    We're not able to help with account issues through Answers HQ. Please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

18 Replies

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hi there, @RevengeOfGibbon.

    We're not able to help with account issues through Answers HQ. Please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

  • RevengeOfGibbon's avatar
    RevengeOfGibbon
    5 years ago
    @EA_Aljo I've done this many, many times. The live support is completely useless - like I said, they can't see the linked account in their CRM so I can't even convince them there's a problem.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @RevengeOfGibbon

    I'm really sorry for all the frustration with this. We can't assist with account issues through Answers HQ. The only way to potentially get this resolved is to contact our support team through the methods I mentioned in my previous post.

  • RevengeOfGibbon's avatar
    RevengeOfGibbon
    5 years ago

    Update for anyone who comes across this: the support forums suggested in this thread also cannot do anything at all about this issue. It remains unfixed months after first contacting support.

  • jayceedenton's avatar
    jayceedenton
    5 years ago

    Did you ever manage to find someone to fix this? I am in the same situation - my Xbox Live account is linked to a deleted EA account. I don't ever remember deleting anything, but I can't rule it out. I do still have access to the old email address.

    The chat support told me it couldn't be fixed but I should post on the forum. I've searched the forums and seen that people are directed to the chat support.

    Is it impossible to fix this? Can I not play an EA Xbox game online ever again?!

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @jayceedenton 

    I'm very sorry they referred you back here. There really is nothing we can do to help with this over Answers HQ. If you are trying to unlink your gamertag and link it to a different EA account that has never had an Xbox gamertag linked to it, you should be able to do that as long as ownership can be verified. An advisor should be able to assist with this. Please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

  • jayceedenton's avatar
    jayceedenton
    5 years ago
    @EA_Aljo As I mentioned, my Xbox Live account is linked to a *deleted* EA account. I've been told by the live support advisors that there is no way to access the deleted account and remove the association. This means that I am basically locked out of EA online games, like Star Wars Battlefront, forever ☹️
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @jayceedenton 

    Sorry about that. I was hoping there was still something that could be done, but it makes sense that if the account was deleted, we wouldn't be able to unlink the gamertag from it. You're of course still welcome to contact an advisor to see if there are any other options.

  • jayceedenton's avatar
    jayceedenton
    5 years ago
    @EA_Aljo The frustrating thing is that this is quite clearly a bug on the EA side. When you delete an account you should unlink any gamertags as part of that process.

    But putting that aside, the fact that no-one has incorporated a way of fixing this into the tools your agents use is bizarre.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @jayceedenton 

    Hopefully, we'll find away to handle this better in the future. However, I imagine this is done so that people don't circumvent bans. Regardless, it would be good to have a way to handle this better for accounts that haven't had action taken against them. I'm very sorry for all the frustration with this ☹️

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