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888hama's avatar
888hama
Newcomer
11 hours ago

EA Account got hacked

Hello,

my girlfriend’s EA account was hacked and she can no longer sign in.

We have the ownership information needed for account recovery, including:

  • previous email address
  • EA ID / username
  • linked platform accounts
  • purchase receipts / invoice information

She has also invested a lot of money into The Sims 4 and owns almost all expansions, so recovering this account is extremely important.

The problem is that every EA Help contact option redirects us to the login page, so we currently have no working way to contact support or continue the case.

Could a moderator please tell us the correct support path for hacked account recovery without login access?

Thank you

ea help
login issue

2 Replies

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    9 hours ago

    Hi there. You should be able to open a case by using the 'Contact us' button at the bottom of this page. You may need to go through a couple of responses with the bot, but you should get the option to contact an advisor after.

  • EA_mplsnow's avatar
    EA_mplsnow
    Icon for Community Manager rankCommunity Manager
    10 hours ago

    Hey 888hama​, 

    Sorry to hear that someone else accessed the account. It's definitely frustrating to lose access to an account you've poured money and time into! 

    Please use this link to create a case and select the 'Continue as guest' option before filling in the relevant information. Submitting the form will redirect you to a page with more support options, where your girlfriend can connect with our live support team. They'll be able to help recover the account after verifying her ownership. Do note that your girlfriend should be the one to provide the information during that conversation, as it's her account that needs to be recovered! 

    Once she gets her account back under her control, please be sure to go through as many of these security steps as possible to further secure the account.

    Let us know how it goes, thanks! 

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