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samilee4454's avatar
samilee4454
Seasoned Newcomer
27 days ago
Solved

EA Customer Support is awful

I've played Sims for decades, Sims 4 since the release. My other account with $1000's of packs but is tied to an email that no longer exists and suddenly EA needs my account verified. I've tried the ...
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  • EA_mplsnow's avatar
    EA_mplsnow
    26 days ago

    Hey samilee4454​, 

    Sorry to hear that there's been difficulty getting in touch with our live support team. The frustration is completely understandable given how much you've invested in that EA account. 

    Since you've been facing pushback from the NextStep bot, could you try using this web form instead? You should be able to use the 'Continue as guest' option; if not, please try accessing the form in a private or incognito window.

    Once you're redirected to the self-service page, the option to chat with an advisor should appear near the bottom. An advisor will need to verify your account ownership, after which they should be able to work with you to update that inaccessible email address to get you back into your account. 

    Let us know how it goes, thanks! 

EA_mplsnow's avatar
EA_mplsnow
Icon for Community Manager rankCommunity Manager
26 days ago

Hey samilee4454​, 

Sorry to hear that there's been difficulty getting in touch with our live support team. The frustration is completely understandable given how much you've invested in that EA account. 

Since you've been facing pushback from the NextStep bot, could you try using this web form instead? You should be able to use the 'Continue as guest' option; if not, please try accessing the form in a private or incognito window.

Once you're redirected to the self-service page, the option to chat with an advisor should appear near the bottom. An advisor will need to verify your account ownership, after which they should be able to work with you to update that inaccessible email address to get you back into your account. 

Let us know how it goes, thanks! 

  • samilee4454's avatar
    samilee4454
    Seasoned Newcomer
    25 days ago

    Well she said I couldn't help because I needed to contact steam for my email? I gave her the email, I can login enough to verify the account so it exists with that. And I don't have a steam account so I asked why I would contact steam...after 20min she then ended with asking me to verify a code to my new email and then left the chat. After all of that, customer service basically hung up on me and refused to help? This is awful. Over $1000 into the company and time and that's how customer service helps?

     

    • EA_mplsnow's avatar
      EA_mplsnow
      Icon for Community Manager rankCommunity Manager
      5 days ago

      Hey samilee4454​,

      It is strange that you were redirected to Steam, especially since you don't have a Steam account. Since that initial advisor wasn't able to support your request, it might be worth reaching out again to start a new chat if you haven't already done so in recent weeks. Hopefully, you were able to recover the account and regain access to your packs! 

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