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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

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  • Krappadizzle's avatar
    Krappadizzle
    4 years ago

    I'm having this exact problem too. Ya'll really can't fix this issue? Garbage. 

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

    @Krappadizzle 

    If you don't have access to the email that is on your EA account, you'll need to speak with an advisor and go through the account recovery process. To do that, open a case here.

  • jayceedenton's avatar
    jayceedenton
    4 years ago

    To those reading this thread, don't despair, there is hope!!

    After I spoke with EA customer service and had my case closed, I eventually had a 2nd-line service agent get in touch with me via email. These 2nd-line agents are a more advanced level or problem solver, with more powerful tools available to them.

    They were able to send a message to my Xbox gamertag with a secret code, to verify my ownership, then forcibly unlink this gamertag from the deleted account. I was then able to link the gamertag to my new (proper) EA account.

    I'm not sure if it was me completing the customer support satisfaction survey that caused them to reach out. Maybe if you are in the same position and EA Customer Support cannot help you, try asking them to get a 2nd-line support agent to contact you.

  • FusingAverage's avatar
    FusingAverage
    4 years ago

    I am so glad to hear there's a potential way out of this!

    I have contacted support several times and filled out the satisfaction survey each time and have not been reached out to yet.

    I have asked for a second level of support and they refused to put me in contact with them.

    I guess I have to keep trying.. 

  • dr_alexmoody's avatar
    dr_alexmoody
    4 years ago

    Well this didn't work for me..

    I have access to everything and also deleted an old microsoft to ea connection at https://account.live.com/consent/Manage.

    I also had an EA advisor help me out. Among other things like telling me to install Origin and resetting my password, he sent me an email "Verify ownership of your EA Account" containing a one-time code.

    I still can't connect my XBOX Account to my EA-Account (gonna open a new thread).

    EDIT:

    Opened a new thread to concern this: https://answers.ea.com/t5/Bug-Reports-Technical-Issues/Can-t-link-XBOX-to-EA-Account/td-p/11543621/

  • Beall7's avatar
    Beall7
    4 years ago

    Same issue, except I use the same email for everything and there is an old EA account I made using a non-existent aol email that I originally linked my xbox account. I definitely need second line support.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Going to lock this thread as there is nothing more that we can do to assist with these issues on AHQ.


    Darko 

  • HellHandC's avatar
    HellHandC
    Newcomer
    3 months ago

    i here, 4 years later have this issue, my email is connected to a xbox account which i never knew existed and not support nor advisers helped me with this issue

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