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fb094367d0b9e905's avatar
fb094367d0b9e905
New Novice
1 month ago

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 Battlefield...
account info
account linking
ea help
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EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
1 month ago

Hi fb094367d0b9e905​, 

Thank you for sharing all of that. It helps get up to speed with things.

fb094367d0b9e905 wrote:

I provide all my emails, invoices, purchase confirmations, IP addresses etc., but EA Help refuse to change anything in the compromised account.  

From this part here it sounds like you're describing trying to verify the account. You do need to pass that step before the support team can make any changes to the EA account you're reaching out about. They can't move forward with the case before being sure you are the original EA account owner. 

In our EA Help guide, it recommends: 

Make sure to have the following information ready.

  • The email address you used to make your EA Account.
  • Any usernames or console IDs (e.g. Xbox Live Gamertags or PlayStation™Network Online IDs) connected to your EA Account.
  • Any invoice numbers from games you’ve bought from our store or product codes for your games.
  • If you’re trying to get back into a mobile game, have your mobile game’s ID ready.

 

I'd add, make sure the invoices are for purchases made from the EA app, or Origin Store, from that EA account. and not the Microsoft account. 

- EA_Lanna

fb094367d0b9e905's avatar
fb094367d0b9e905
New Novice
1 month ago

Thanks for reply!

I have provided all these:

  • The email address you used to make your EA Account, which was supposed to be my Xbox account emai.
  •  Xbox gamertag and Microsoft Xbox account email
  • invoice numbers from games I've bought from Microsoft Xbox store

 

Additionally to that information EA Help Advisors request date of birth, credit card, phone, location, billing addresses etc etc. Then they compared all that info to, I guess, hacked EA account information and say that something does not match.

I tried speaking with EA Help multiple times - each time Advisors follow the same strict script with absolutely same questions, ignoring the provided information. E.g. I start with complaint that my EA Account contains fraudulent email and first step of EA Help advisor is ... sending verification code to reported fraudulent email.

I asked to verify my Xbox account, credit card, they never do that. Just following the same script of comparing my info with EA Account.

I tried to reason that if EA Account contains fraudulent email, all other information there also can be changed, asked to check my Xbox account and credit card. This is not in their script. 

I wonder why possession of working Xbox account, order history, credit card and the very Xbox device is not enough to un-link Xbox account from hacked EA Account or change email n EA Account to the same email from linked Xbox account.

Can you please help me to connect to somebody without the same "script" so I can prove that I am the actual buyer, owner of the credit card, Xbox and of the games? 

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    1 month ago

    Hi fb094367d0b9e905​ 

    fb094367d0b9e905 wrote:

    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. 

    fb094367d0b9e905 wrote:

    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:

     

    fb094367d0b9e905 wrote:

    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

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