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skysplitz21's avatar
skysplitz21
Seasoned Newcomer
2 days ago
Solved

Chat says "This issue isn't supported by advisors" – can't create a new case

Hi everyone,

I'm stuck and hoping someone here can point me in the right direction.

I can no longer log in to my EA account and have already been in contact with support multiple times. Every time I now try to open a new case, I get the message "This issue isn't supported by advisors" and can't proceed any further.

I've already tried:

  • Incognito/private browsing mode
  • Clearing my cache and cookies
  • Trying as a guest

Nothing has changed the error message. I'm not able to reach anyone via chat or the hotline for this specific issue anymore, and I'm completely stuck.

This is urgent for me, as I currently have no way to log in to my account at all. If anyone has dealt with the same "isn't supported by advisors" error, or knows another way to reach someone who can actually help, I'd really appreciate any pointers.

Thanks so much in advance!

accessibility
account info
advice
discussion
ea help
login issue
technical issues
  • EA_mplsnow's avatar
    EA_mplsnow
    2 days ago

    Hey skysplitz21​, 

    Sorry to hear that there's been difficulty getting in touch with our live support team for the account issue. 

    If you haven't already, can you try selecting a different topic as your issue and including an attachment within the web form when you submit it to see if that leads to a different result? Alternatively, you could try running through these steps to get back into your EA Account, and use the Contact Us button at the bottom of the page if they didn't work to see whether the NextStep bot can direct you to live support. 

    Have you been in touch with live support frequently over the last day or so? If so, it might be worth waiting a couple of hours up to a day, so our system doesn't mistake the attempts as spam. 

    Let us know if you're able to get in touch with support, thanks! 

3 Replies

  • EA_mplsnow's avatar
    EA_mplsnow
    Icon for Community Manager rankCommunity Manager
    2 days ago

    Hey skysplitz21​, 

    Sorry to hear that there's been difficulty getting in touch with our live support team for the account issue. 

    If you haven't already, can you try selecting a different topic as your issue and including an attachment within the web form when you submit it to see if that leads to a different result? Alternatively, you could try running through these steps to get back into your EA Account, and use the Contact Us button at the bottom of the page if they didn't work to see whether the NextStep bot can direct you to live support. 

    Have you been in touch with live support frequently over the last day or so? If so, it might be worth waiting a couple of hours up to a day, so our system doesn't mistake the attempts as spam. 

    Let us know if you're able to get in touch with support, thanks! 

  • skysplitz21's avatar
    skysplitz21
    Seasoned Newcomer
    1 day ago

    Hi, thanks so much for the detailed suggestions!

    Good news! I actually managed to get back into my account in the meantime by being extra cautious with which details I shared during verification. I really appreciate you and other EA members taking the time to help though, and I've passed along some feedback in my reply to her about the verification process that might be useful for the team going forward.

    What helped in the end was going via the AI chatbot > clicking that the info didn't solve my issue > Contact Us > Chat with Us. There, the support member was able to verify that I'm the account owner. Again, it was really important to not provide too much info, as any incorrect piece of information leads to being denied access. As a panicking account owner, you're more likely to share everything you can think of, so this process doesn't really mirror the reality of the situation.

    Thanks again for your support, closing this out now!

  • EA_mplsnow's avatar
    EA_mplsnow
    Icon for Community Manager rankCommunity Manager
    1 day ago

    skysplitz21​ Thanks for getting back to us with what worked, and glad to hear you were able to successfully verify your ownership of the account! 

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