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555eedc6h4z6's avatar
555eedc6h4z6
Rising Newcomer
22 days ago

EA Account Locked. HELP!

Hello! I wanted to share this on the forum to see if anyone else had a similar experience or could offer some advice for my current situation. Since 2016, when the EA account was made, I have been using it on PlayStation to play any number of the EA games I purchased. As of recently, I switched systems, and now I am trying to gain access to the old account to carry the decade of game progression over. 

I have the account name, email, and password, but I cannot get past the two-step verification process.  The email not only no longer exists due to it being on a Hotmail account, but it also belongs to a family member who is no longer around. I created a new account to post this, and I hope that I can access the account simply to just change the email address attached to the account.

After speaking with EA support over a chat message, I was asked to prove ownership. I provided an endless amount of details, including IP addresses, ending card numbers, proof of purchases, birthdates, and even more personal info. I was told that after all the info provided, they STILL cannot prove my identity and give me access.

I am beyond DESPERATE and all I want to do is get to my years and years of progress on so many EA games, and I feel stuck. If anyone went through something similar or has advice, I would appreciate anything! Thank you!

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3 Replies

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    21 days ago

    Sorry to hear that 555eedc6h4z6​ but if our live support team are unable to assist you in gaining access to the account then there would be nothing that we can do on the forums to change this.

    The best thing I can recommend is to gather as much additional info as possible and take a look at this help article.

    Darko

  • 555eedc6h4z6's avatar
    555eedc6h4z6
    Rising Newcomer
    21 days ago

    Hello and thank you for your response!

    I suppose the difficulty I am having with this is that one of the support lines told me that NONE of the information I am providing them is correct. I know this cannot be true because I have the account email, password, name, and access to other linked accounts. 

    I understand that some of the information may be false, but I am digging into a 10 year old account made by my mother who I no longer have contact with. I have to think some of the information I am providing aligns with the other account and warrants some grace.

    If there really is nothing to be done its such a shame to lose years of progress on hundreds of dollars worth of games. I hate to beat a dead horse here but this is something I am decently commited to keep fighting seeing as though I have been a long time customer of EA. 

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    21 days ago

    We are not able to discuss account info with you 555eedc6h4z6​ and our team cannot go into detail about it either.

    All I can do is recommend that you grab as much additional info as possible and speak with our team again.

    Darko

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