EA Account compromized, EA Help doesn't help
I have an active Xbox account and games purchased via Xbox / Microsoft store. Xbox account is linked to some EA Account.
Everything was fine until recently. Few weeks ago when I log-in Battlefield6 or EA Sports FC24 games I get a pop-up for the verification code which is sent to unknown email "so****@gmail.com". This is not my email, I never used or had an email starting with "so...". So I cannot log-in on Xbox. The same issue I have when I try to log-in with Xbox account on the EA web - it sends codes to the email I do not own and I cannot log in.
The EA Account I am using now, when posting this message, is based on the same email as my Microsoft / Xbox account. Although when I try to connect my Xbox account, which is based on the same email, I get the error: " Linked Accounts Found. Your accounts can’t be linked because your Xbox account .... already linked to your EA Account for so*****@gmail.com. An EA Account can only be linked to one Xbox account in its lifetime."
I suspect that my Xbox connected to compromised EA Account where somebody put email address I do not use.
I tried to speak with EA Help multiple times, but no resolution. AI chat loops and breaks at first steps. Live agents follow some strict scripts which do not cover such case. I provide all my emails, invoices, purchase confirmations, IP addresses etc., but EA Help refuse to change anything in the compromised account.
Result: I cannot connect with Xbox account. I cannot re-link Xbox account to my actual email and actual EA Account.
Appreciate any ideas on how to re-gain access to my purchased games.
I have provided all these:
- The email address you used to make your EA Account, which was supposed to be my Xbox account emai.
I've seen it happen a few times where the EA account linked to the Microsoft account didn't share the same account information. They don't need to match in order to be linked. The EA account may not share the same email address; as a result, it likely has an older email address registered to it. Double-check this by searching through your email inboxes to see if you have old emails from EA around the time you set up the EA account.
invoice numbers from games I've bought from Microsoft Xbox store
Microsoft purchases won't help here. Our guide specifies the type of invoices acceptable: "Any invoice numbers from games you’ve bought from our store."
We are EA, so our store would be the EA app store (formerly the Origin store). You can find invoices from EA store purchases in your EA Order History. I've popped a video below to help guide you through that:
Then they compared all that info to, I guess, hacked EA account information and say that something does not match.
No, they won't compare the information to the latest data on display. They will ask for very specific data, which the original EA account owner could supply. We take security seriously. The verification process is rigorous, as you're experiencing for yourself. Only very specific data can be accepted and passed. We can't share what that is, or if the data you've provided to date has/hasn't been accurate. But if you haven't been able to pass that stage yet, you can be sure you weren't able to supply data that matches the records on the EA account.
- EA_Lanna
