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APeachyBliss's avatar
APeachyBliss
Rising Newcomer
1 month ago
Solved

Account Hacked

I’m at my wits end here. My husband’s account was stolen over the weekend and we no longer have his old email he used on the account. We can’t pass the verification questions as he made this account ...
account info
  • EA_Darko's avatar
    EA_Darko
    1 month ago

    Hey APeachyBliss​ due to EA security and account privacy laws only the verified account owner can make changes to an account. 

    If your husband has been unable to verify account ownership then our team would not be able to grant him accsss or make any changes to the account. I know it's frustrating but account security is something we take seriously and it's not possible to gain access with first verifying account ownership.

    The best thing I can suggest is to gather as much additional information as possible and speak with the team again. They will do what they can to assist. 

    Darko

EA_Darko's avatar
EA_Darko
Icon for Community Manager rankCommunity Manager
1 month ago

Hey APeachyBliss​ due to EA security and account privacy laws only the verified account owner can make changes to an account. 

If your husband has been unable to verify account ownership then our team would not be able to grant him accsss or make any changes to the account. I know it's frustrating but account security is something we take seriously and it's not possible to gain access with first verifying account ownership.

The best thing I can suggest is to gather as much additional information as possible and speak with the team again. They will do what they can to assist. 

Darko

  • APeachyBliss's avatar
    APeachyBliss
    Rising Newcomer
    29 days ago

    Clearly it is not something you take seriously as the account was stolen and his 2FA was turned off with no message. They changed the email on the account. There has to be someone we can speak to besides the useless live chat. 
    like a data protection office? Or a security manager someone who will let us submit his purchase history and even historic emails? We have his purchase history dating back to 2014. 

    • EA_Darko's avatar
      EA_Darko
      Icon for Community Manager rankCommunity Manager
      28 days ago

      The only way to deal with this APeachyBliss​ is by doing what I suggested earlier.

      I understand that it is not ideal but there is nothing that we on the forums can do to support you or him. 

      If someone turned off the 2FA then it means that they had access to the device he uses to verify account ownership.

      What that in mind I would recommend that he review his email and others to ensure that no one else has access.

      Darko

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