Can't create any support case — "This issue isn't supported by advisors"
Hello EA team,
I need to change the primary email on my old EA Account. The email is on the
@tut.by domain, which was permanently shut down by the provider —
the mailbox no longer exists and cannot be recovered, so I can't receive any
verification codes.
I've tried every contact route and all of them fail:
- Webform on help.ea.com: after Submit it just redirects me back to the
support options page, no case is created
- "Chat with us" with topics "Update EA Account" and "Can't log in": both
end with "This issue isn't supported by advisors"
- Guest form: redirects me to login
The account has Battlefield 6 purchases. I have full proof of
ownership: EA receipt emails with order numbers, payment card details,
purchase dates, EA ID. I'm ready to share all of it privately with an
advisor — please don't ask me to post it publicly.
Could a community manager help route this to account recovery, or create
a case for me? I'm almost give up on this to be honest.
Thank you!
Hey weirdwaysto,
Thanks for taking the time to share your experience so far. Usually, you can edit the email associated with your account by following these steps, but in this case, the goal is to contact an advisor to help update the email address on the EA account. I'm afraid we aren't able to support account-related requests or create a case for you here on the forums.
Can you try using the web form again and selecting 'Login Issues' as the issue? Once you fill in the form and are redirected to the support options page, there should be an option to chat with an advisor near the bottom of the page. If not, you might need to try changing your location or try an incognito or private browser to see if the option appears then.
Let us know how it goes, thanks!
