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ZhouMatLanYeh's avatar
13 hours ago

Account hacked and email changed

Dear EA Support Team, I am reaching out to urgently request assistance in recovering my EA account, which has been compromised. The hacker changed my associated email address without my knowledge or authorization. Here are the details of my original account: <removed>. What happened: I attempted to install a game via the Xbox App, which required me to sign in through the EA App. When I tried to log in using my original email, the system stated that the account was not found. Thinking there might be a system error, I created a new EA account using that same email address and set the new EA ID <removed>. The issue: I wanted to immediately secure my account and change the email back to my original one, but the account's verification email is now set to the hacker's email. Because of this, any security verification codes are being sent directly to them, preventing me from making any changes. I attempted to resolve this quickly via live chat, but whenever I click to chat with an agent, the system blocks me and displays an error saying, This issue isn't supported by advisors. Because the portal is preventing me from launching a live chat, I am posting here for assistance. Since my original email is now detached from the primary security settings, I can no longer secure my account on my own. I can provide proof of ownership, such as past purchase receipts, linked Xbox account details, or any other verification details you require. Please help me revert the primary email back to [edit: email address removed] and secure my account from the unauthorized user. Thank you for your prompt assistance. I look forward to your reply. Best regards, <removed>

[CM - Edited to remove personal/account details]

 

1 Reply

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    13 hours ago

    Hey ZhouMatLanYeh​,

    Sorry to hear someone else had gotten into your account. Just as a heads up, I've edited your post to remove several pieces of personal or account information - please don't post that here as these forums are publicly visible to everyone. 

    If you haven't already, please be sure to go through as many of these security steps as possible to help get your account and system back into your control. After that you'll need to get in touch with our support team to help recover the account itself. As they'll need to discuss private account details, that is not something we can assist with here on the forums.

    Once you've gone through the steps linked above, you can use the Contact us option at the bottom of the page or here to get in touch with the support team so they can help with the account recovery.

    I do see you mentioned a message stating the issue was not supported, which options were you selecting there? Using Compromised EA Account, Login issues, or Update EA Account are all relevant here and using any of these should let you start a case. If you're running into trouble with that portion, it may help to try opening a new incognito/private window and going through the guest option, rather than logging in with a different account.

     

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