Lost 2021 Game Licenses / Live Support Disconnected Mid-Recovery
Summary of Issue: I am requesting assistance from a Community Manager regarding an account restoration process that was interrupted midway through live chat support following the Origin-to-EA App migration.
Background:
2021 Account Creation & Purchases: I created my original EA/Origin account in 2021 (originally registered under [edit: email address removed] and subsequently updated to [edit: email address removed]) and purchased digital titles, including FIFA 22.
EA App Migration Glitch: Upon logging into the EA App, my profile was reset to "Member since 2024" with an empty library, overwriting my access to original 2021 purchases.
Interrupted Live Support Session:
I opened a support ticket with EA Live Support today and spoke with advisor Ashutosh.
The advisor successfully verified my identity by sending verification security codes to [edit: email address removed].
Ashutosh asked for my authorization to overwrite the empty 2024 profile and restore my original 2021 account data.
I gave full consent to proceed, but the chat session abruptly disconnected at 9:57 PM while the agent was executing the account swap.
Current Status & Documentation:
The restoration process was left incomplete, my purchases are still missing, and follow-up support agents have been unable to access or finalize the restoration notes from that session.
I have saved all chat transcripts, session timestamps, verification emails, and purchase records.
Request to Community Managers: Could an EA Community Manager please review the internal notes from this disconnected session or escalate my case to the Account Disputes / Senior Specialist team so my original 2021 game licenses can be restored?
