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alitquan's avatar
alitquan
2 years ago

Password Reset But I No Longer Have Access to My Old E-Mail Address

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 Login
When did this happen? (dd.mm.yy hh:mm) 08.07.23 10:49
Summarize your bug Can't login. Asks for password reset. Don't have access to e-mail. EA help desk won't help.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Try to reset my password
What happens when the bug occurs? cant login
What do you expect to see? i want to be able to log in.

‌

I have been trying to get this issue resolved for almost 2 years. I made my EA account at least 10 years ago. And around 2 years ago, I have not been able to play. It keeps asking me to reset my password. But I can't because the e-mail address is no longer accessible. It was an aim.com email address, and AOL shut down that domain about 6 years ago. 

I've tried contacting EA help desk numerous times about this. I just want them to unlink that account from my PSN or change the e-mail address. But they're asking me for a combination of 6 different things such as previous address, previous phone number, public IP address, credit card number, and dates of purchases of 2 EA games. All of these details have to be the ones related with that account. Problem is that it has been years since I have created the account or played on EA online. I've changed my ISP numerous times. I was also around 12 years old when I made that account. So I have no idea what I put as the phone number or address, since I didn't have a phone and at the time was scared to put down my real address. I also buy my games from GameStop so the credit card purchases are an issue too. 

I don't understand why the process for a password reset for a video game account is so unnecessarily complex. I have an easier time resetting my password for my health insurance and government websites than wi

EA Help Desk has done nothing so far. I've asked them to escalate this issue but they said they can't. Please, can someone help me with this? 

bug
mac
pc

4 Replies

  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @alitquan Account recovery options are not a situation to where we can assist over the forums. When you contact live support and the deny the request, that cannot be overturned or escalated. If the info you provide does not match, they will not for any reason update the information on the account. We have no way to change this. If you are not able to access the email on file to make changes, then currently the only other way to update the account would be to provide support the information linked to the account.

  • alitquan's avatar
    alitquan
    2 years ago

    I have contacted them already as I stated. They are of no assistance. The information they are asking for is more than 10 years old. I also have not purchased any EA games with a credit card. The whole system is flawed. Is there a way to escalate this issue? 

  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @alitquan I am afraid that escalating won't do much because they will try to verify the info on the account. If that information cannot be verified, they won't make changes. I'm afraid there isn't a way around that one.

  • Matka1202's avatar
    Matka1202
    2 years ago

    We are spending a lot of money for the games and there is no way. I had deleted my old email address and I cannot change it now in EA. What can I do? I lived in two different countries where I purchased sims games. I dont have my old account with it I did the purchased. I really like the game and I want to purchase new one. You DONT CARE about your customers. It is really easier to change paswoord for bank account than for this!

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