EA, Stop Ignoring Us: Xbox Accounts Stuck on Unrecoverable EA Profiles

This is a collective appeal on behalf of the many users who have, over the years, experienced the same recurring issue – and still have no solution. The problem is simple but severe:

Players lose access to their EA account, and as a result, they are unable to unlink it from their Xbox profile. Without EA's help, they are permanently locked out of using EA services on Xbox. And EA Support has failed to provide effective assistance.

We are not talking about isolated incidents. This is a widespread and years-old problem, affecting hundreds (if not thousands) of players. It continues to appear regularly in EA Forums, Reddit, Microsoft support threads, and gaming communities. It’s time to acknowledge that this is not a user mistake – this is a systemic failure in account management and support policy.

The Problem

• Xbox profiles often become automatically linked to old EA accounts – sometimes accounts that are no longer accessible, deleted, or tied to an email that no longer exists.
• Players cannot unlink the Xbox profile from the EA account unless they verify the original EA account.
• If the user has no access to the email or recovery methods (due to age, lost credentials, or deactivated accounts), EA support refuses to help.
• Microsoft confirms they cannot unlink EA accounts on their end.
• EA's stance is rigid: “No verification, no unlinking.” Even if the account is clearly inactive or the user is verified through Xbox/Origin credentials.
• Support tickets are often closed without action. Chats end with no resolution. Users are passed between departments, but nothing changes.

Recent Example (May 2025)

Just yesterday, I posted the following here on EA’s forums, and it summarizes the problem:

“I can't unlink my Xbox account from an old EA account that I don't have access to anymore. EA Support told me there’s nothing they can do. I just want to play EA games again, but I’m locked out of all online services because my Xbox is linked to a ghost account.”
Full Post Here

This is not a one-off. It is one of many.

What Players Are Asking For

We are not asking for special treatment. We are asking for a realistic, user-focused solution to a well-known issue. Specifically:

1. A process for unlinking Xbox accounts when the original EA account cannot be recovered.
   This could involve verifying identity via Xbox Live data, Xbox account ownership, or linking proof.
2. Better support escalation paths.
   Not just canned responses and auto-closed tickets. Real human review for unresolved account access cases.
3. Transparency on what can and cannot be done.
   Many users are told “there’s nothing we can do” – while others manage to get unlinking done after dozens of failed attempts. The policy is inconsistent.

The Bigger Picture

Many affected users have:

•  Lost access to EA Play/Game Pass benefits despite paying for them.
•  Abandoned EA games completely because the account issues make playing impossible.
•  Created entirely new Xbox accounts, losing years of progress and purchases.
•  Spent hours or days dealing with EA support without a single result.

We are asking EA to take responsibility and implement system-level fixes. This is a trust issue. Players who lose access to their EA account should not be cut off from Xbox games they legally own or subscribe to.

Supporting Evidence: Community Reports