"Case Not Created" & Complete Lockout from All Support Channels (Email/Chat)

Question

Hello,&nbsp;I am writing this post to urgently report a severe, game-breaking technical issue with the EA Help website infrastructure that is permanently blocking me from contacting support or submitting an appeal.Currently, whenever I attempt to use the automated Penalty History tool to file a dispute, the system consistently triggers a "Case creation failed" or "Case not created" error.&nbsp;To ensure this wasn't a temporary local glitch, I have already performed extensive troubleshooting across multiple environments:1. I have tried using various web browsers, including Google Chrome, Google Chrome Incognito Mode, and Microsoft Edge.2. I cleared all cache, cookies, and browsing data before each attempt.3. I even switched to entirely different hardware devices (different PCs and mobile devices) and connected through completely separate network environments to eliminate any IP/local connection issues.&nbsp;Despite all these efforts, the exact same system error persists across all browsers and devices. The automated web portal is completely broken for my account.&nbsp;Furthermore, my access to alternative support channels is entirely non-functional:- When I attempt to use the "Email Us" option, the system stalls indefinitely. EA fails to send any automated verification or confirmation to my account's registered email address, and the web page simply freezes or forces a redirect.- As for the "Live Chat" option, it seems permanently locked from the very beginning, making it completely impossible to launch a chat session regardless of what methods, categories, or workarounds I try.&nbsp;I am trapped in an endless, broken automated loop with zero functional ways to reach a human advisor or the Terms of Service (ToS) team.&nbsp;Can a Community Manager or an EA Administrator look into this back-end website error? I need someone to manually escalate this technical flaw so I can rightfully access customer support.&nbsp;Thank you.

ea_lunardustcat · Answer

Thanks for providing such a detailed description of your situation. I'd recommend submitting your case through this web form.
You can also select an Account Issue when going through the chatbot flow. That may allow the system to display the Chat with Us option so you can connect with a human advisor directly.

gkategorie · Answer

Thank you for the advice, EA_LunardustCat.

I followed your instructions exactly. I selected 'Account Issue' through the chatbot flow, and the "Chat with Us" option did finally appear. However, the system is completely broken even through this channel.

Instead of launching a live chat session, clicking the button instantly forced me to a page stating that an email would be sent to me shortly. To make matters worse, that page froze completely, and no verification or case email has arrived at my address.

I am attaching the screenshots of this entire process step-by-step. As you can see in the final screenshot, the system just stalls indefinitely, and the email never arrives.

This proves once again that my account is completely trapped in a severe backend technical loop where every single automated support channel (Penalty History, Live Chat, and Email) is entirely non-functional.

Since all available automated methods on EA Help have officially failed, could you please step in as a Community Manager and manually escalate this case along with my Hong Kong IP evidence to the Terms of Service team? I have no other way to reach them. Thank you.