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fb094367d0b9e905's avatar
fb094367d0b9e905
Rising Novice
5 days 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 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. 

account info
account linking
ea help
login issue

2 Replies

  • fb094367d0b9e905's avatar
    fb094367d0b9e905
    Rising Novice
    3 days 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
    4 days 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

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