Forum Discussion

firstzpro's avatar
firstzpro
3 years ago
Solved

Disabled account unable to receive password reset email

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? Other (Please Describe)
Please describe Account management
When did this happen? (dd.mm.yy hh:mm) 28.03.23 12.31
Summarize your bug Unable to receive password reset email
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? As per my summary
What happens when the bug occurs? As per my summary
What do you expect to see? As per my summary

‌

I logged in using my steam account, and when I tried to link to my email [edit: email address removed], it said I had to verify my identity and will send the verification code to 6a*****@disabled.ea.com instead.

Seems like my account was disabled due to inactivity and when I tried to request for a password reset, I didn't receive any email as it seems any attempts at triggering an email response will result in the email being sent to 6a*****@disabled.ea.com instead of my email account.

bug
mac
pc
  • EA_QueenBee's avatar
    EA_QueenBee
    3 years ago
    Hey @firstzpro,

    If your account has been disabled, then it should send a password reset link to the email address that was last associated with the account before it got disabled. I recommend checking any email addresses that you might have used when making the account, just in case it shows up there. Once you've reset the password, then the account should reactivate.

    If you can't find said account, then I recommend reaching out to our live support team via the following link to see how they can best help you:

    https://help.ea.com/en/contact-us/

    They'll hopefully be able to get you back into your games.

7 Replies

  • EA_QueenBee's avatar
    EA_QueenBee
    Icon for Community Manager rankCommunity Manager
    3 years ago
    Hey @firstzpro,

    If your account has been disabled, then it should send a password reset link to the email address that was last associated with the account before it got disabled. I recommend checking any email addresses that you might have used when making the account, just in case it shows up there. Once you've reset the password, then the account should reactivate.

    If you can't find said account, then I recommend reaching out to our live support team via the following link to see how they can best help you:

    https://help.ea.com/en/contact-us/

    They'll hopefully be able to get you back into your games.
  • firstzpro's avatar
    firstzpro
    3 years ago

    Hi, as I've explained I didn't receive any password reset email. I've checked my spam folder also nothing there. I have reached out to live support and they redirected me here, and now you are asking me to go back to them? It seems like this is an issue that is happening to many other users as well but nothing has been done to resolve it. There is clearly something wrong with you system. Could you at least check and confirm the password reset email was sent out to my email?

  • EA_QueenBee's avatar
    EA_QueenBee
    Icon for Community Manager rankCommunity Manager
    3 years ago
    @firstzpro,

    We're not able to look into accounts here on the forums, unfortunately. I recommend checking your spam folders just in case, otherwise the account might have been made with a different email address than the one you think it is.
  • bigoth866's avatar
    bigoth866
    3 years ago
    @EA_QueenBee So, in this thread the email its sending a reset code to is @disabled.ea.com

    This suggests it's an external email account that it's sending a reset code to. Without even being able to look into accounts from the forums, why would anything a customer need direct to an internal email that would be unavailable to a common user?
  • EA_QueenBee's avatar
    EA_QueenBee
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hey @bigoth866,

    When an account becomes disabled on EA, some account information (like the email address) becomes anonymized. So while it shows up as @disabled.ea.com on our end, any emails being sent (ie: password resets) are still being sent to the original email address on the account.

    I hope that answers your question. 🙂

  • Rileykobo605's avatar
    Rileykobo605
    3 years ago

    What if I lost access to that email entirely? How would I be able to set up a new email for myself?

  • RahuShar6781Ec's avatar
    RahuShar6781Ec
    3 years ago
    @Rileykobo605 If you have lost access to that email then nothing can be done in this you need to create a new account and continue in that however if there is any PSN Xbox or steam linked then you can unlink that by contacting EA Help. However, if you have PC games in that account then it's completely lost until you can't get access to that email.

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