I was finally able to contact chat. But this is some weird behaviour from the EA support person.
EA_cuervo Can you please have someone take a look? The support agent wanted me to create a new email, then he wanted me to sign up to public email providers. Then he wanted me to contact my email provider and have them debug why your site crashes.
Then they were to transfer me to someone that could help. Came back with more generic troubleshooting instead of listening to anything I had provided.
When I again asked to have it transferred to someone that could debug they said nothing could be done after going through the steps. I wanted to have it transferred to a different support again and they just closed the chat.
Here is the transcript, removed account information and other sensitive information.
Tushar (18/08/2025, 22:38:15): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].
Thank you for contacting EA HELP, my name is Tushar, may I start with your first name please?
[redacted] (18/08/2025, 22:38:27): Hello, my name is [redacted]
Tushar (18/08/2025, 22:38:43): Hello, nice to meet you [redacted], hope you're doing well. How can I assist you today?
[redacted] (18/08/2025, 22:39:23): Thank you. I have one problem and one question, the question I'm unable to get an answer to due to the problem.
The problem is that the help system EA provides is having issues with my primary email
Tushar (18/08/2025, 22:40:38): Thanks for sharing the issue with me. Don't worry will try my best to assist you with the possible options available.
Tushar (18/08/2025, 22:40:44): Could you please help me with the email address of your EA Account and the username?
[redacted] (18/08/2025, 22:40:49): Yes!
[redacted] (18/08/2025, 22:41:05): The email is "[redacted]"
[redacted] (18/08/2025, 22:41:12): And my username is joveice
Tushar (18/08/2025, 22:41:31): I am sending you a six-digit code from the account. Please check if you have received an email with the subject line "Verify ownership of your EA Account" in the inbox or spam inbox? If yes please share the code back to me.
[redacted] (18/08/2025, 22:41:49): The original ticket which is crashing, saying invalid email and much more is this 217880321.
I also posted about it here https://forums.ea.com/discussions/ea-forums-general-discussion-en/error-when-submitting-a-support-request-invalid-email/12410072
[redacted] (18/08/2025, 22:41:58): The code is [redacted]
Tushar (18/08/2025, 22:44:04): Thanks for sharing.
Tushar (18/08/2025, 22:44:27): Do you have another email address we can add as a secondary email.
[redacted] (18/08/2025, 22:45:04): You can use the one I have provided now "[redacted]" but I do not intend to use it for much longer as I have switched to a new provider
Tushar (18/08/2025, 22:46:37): This is already registered on an EA Account.
Tushar (18/08/2025, 22:46:43): Please give me a new email.
[redacted] (18/08/2025, 22:47:07): I do not have any other email, that is my old email and the very weird looking is my new email
Tushar (18/08/2025, 22:47:27): You can then create a new one
[redacted] (18/08/2025, 22:47:40): Why? I already have one
Tushar (18/08/2025, 22:48:23): This already has EA Account
Tushar (18/08/2025, 22:48:33): So I need a new email to update
[redacted] (18/08/2025, 22:48:41): I'm not asking to update my email
[redacted] (18/08/2025, 22:48:54): I'm asking to have the problem with it breaking when I submit a ticket fixed
Tushar (18/08/2025, 22:49:29): I am adding a secondary email to your account. Then you can use that email to login to your account.
Tushar (18/08/2025, 22:49:40): So kindly make a new one & give me
[redacted] (18/08/2025, 22:50:23): I can sign in using the email I have provided, the form just breaks
[redacted] (18/08/2025, 22:50:54): when I for example try to resume the ticket since it seems to never be opened, it just infinity spins, spits out 500 error pages, switches the account languages and such
[redacted] (18/08/2025, 22:51:06): I have posted a few images and web console logs in the forum post regarding that
[redacted] (18/08/2025, 22:51:46): Example, the javascript error console returns this when I try to resume the ticket when I'm signed in {"error":{"errorCode":null,"errorType":"VALIDATION","errorShortMessage":null,"errorMessage":null,"sourceId":"API_VALIDATION","sourceMessage":null,"parentfieldType":null,"parentFieldId":null,"failures":[{"object":null,"field":null,"rejectedValue":null,"message":"Invalid email address. Please provide a valid email."}]},"timestamp":"2025-08-04T03:35:39.339513847Z"}
Tushar (18/08/2025, 22:53:14): Please provide me a new email so that I can update in your EA Account.
[redacted] (18/08/2025, 22:53:28): [redacted]
[redacted] (18/08/2025, 22:53:32): There
Tushar (18/08/2025, 22:53:47): Please provide me a new email so that I can update in your EA Account.
[redacted] (18/08/2025, 22:53:52): I just did
Tushar (18/08/2025, 22:54:26): alright
Tushar (18/08/2025, 22:54:40): A validation email has been sent please share the code
[redacted] (18/08/2025, 22:55:05): [redacted]
Tushar (18/08/2025, 22:56:04): Please sign in again with the primary email and select the secondary email address to receive the verification code.
[redacted] (18/08/2025, 22:56:18): Okay, give me a moment
Tushar (18/08/2025, 22:56:27): Sure
[redacted] (18/08/2025, 22:58:12): Logged in, went to the ticket, tried to resume it, still breaks
[redacted] (18/08/2025, 22:58:19): Uncaught (in promise)
Object { message: "Request failed with status code 400", name: "AxiosError", code: "ERR_BAD_REQUEST", config: {…}, request: XMLHttpRequest, response: {…}, stack: "", … }
[redacted] (18/08/2025, 22:58:34): {"error":{"errorCode":null,"errorType":"VALIDATION","errorShortMessage":null,"errorMessage":null,"sourceId":"API_VALIDATION","sourceMessage":null,"parentfieldType":null,"parentFieldId":null,"failures":[{"object":null,"field":null,"rejectedValue":null,"message":"Invalid email address. Please provide a valid email."}]},"timestamp":"2025-08-18T20:57:55.01841653Z"}
[redacted] (18/08/2025, 22:59:07): So I think you need some engineer on your end to take a look on my account and come back to me, as there seem to be some problems with the account itself
[redacted] (18/08/2025, 23:00:13): Error 500Internal server error.
Try refreshing the page, or if the problem persists click here
[redacted] (18/08/2025, 23:00:29): That's just what is happening
Tushar (18/08/2025, 23:01:29): Please try using another browser using incognito mode
[redacted] (18/08/2025, 23:01:42): I did just in case
[redacted] (18/08/2025, 23:02:32): Please look at all the troubleshooting I have been doing with "EA_cuervo Community Manager" here https://forums.ea.com/discussions/ea-forums-general-discussion-en/error-when-submitting-a-support-request-invalid-email/12410072
[redacted] (18/08/2025, 23:06:22): I even downloaded two more browsers to test
[redacted] (18/08/2025, 23:06:36): Both chromium based
Tushar (18/08/2025, 23:06:36): Please share me the screenshot
...
[redacted] (18/08/2025, 23:18:55): The EA ticket/support system however is crashing with a 500 error page
[redacted] (18/08/2025, 23:19:07): That is not a restriction, that is a code error
[redacted] (18/08/2025, 23:19:44): If you allow me to upload another image
Tushar (18/08/2025, 23:20:31): Now you can share
[redacted] (18/08/2025, 23:20:42): Thank you
[redacted] (18/08/2025, 23:20:50): This happens from time to time as well when I view the tickets
[redacted] (18/08/2025, 23:21:09): As well as the display language changes randomly each time I view etc my account
[redacted] (18/08/2025, 23:21:36): From german to russian, it seems to fail to pick up the language I have on my account, which sounds like an error in the code
...
Tushar (18/08/2025, 23:22:13): Unfortunately I can not do anything with it unless you can create a public email & give to me so that I can update
[redacted] (18/08/2025, 23:22:35): Can you please move my ticket to an engineer that can troubleshoot my account?
Tushar (18/08/2025, 23:23:52): Can you please clear the cache & restart your PC.
[redacted] (18/08/2025, 23:24:20): If you view my forum post you can see such troubleshooting, new browsers, etc etc has already been tried
Tushar (18/08/2025, 23:24:58): Please wait & try after sometime
[redacted] (18/08/2025, 23:25:12): I did
[redacted] (18/08/2025, 23:25:17): I have been on this for over a week
Tushar (18/08/2025, 23:27:23): May I know where are you trying to login?
[redacted] (18/08/2025, 23:27:40): https://help.ea.com/
Tushar (18/08/2025, 23:28:02): I am transferring you chat to the dedicated team.
[redacted] (18/08/2025, 23:28:08): Thank you Tushar!
[redacted] (18/08/2025, 23:29:09): If possible to be contacted on email instead of here on chat, that works fine for me as it's starting to become late
Tushar (18/08/2025, 23:34:06): Please contact your email service provider.
[redacted] (18/08/2025, 23:34:19): Why?
[redacted] (18/08/2025, 23:34:23): For what?
Tushar (18/08/2025, 23:35:47): As you are not able to login.
[redacted] (18/08/2025, 23:36:02): I am able to login
[redacted] (18/08/2025, 23:36:39): Please transfer me to someone that can troubleshoot my account
Tushar (18/08/2025, 23:42:42): We will not be able to procced with the transferring the case and if you are facing the issue in the secondary email then you will have to contact the email provider as that is the only option available now
[redacted] (18/08/2025, 23:43:31): Listen, the problem is the help site. That is regardless of what the underlying provider does, they don't manage your support site
...
Tushar (18/08/2025, 23:44:43): Alright then you can try the steps available in the below link to check if the issue can be resolved
https://forums.ea.com/discussions/ea-app-technical-issues-en/re-how-to-fix-ea-app-error-500/7582339
[redacted] (18/08/2025, 23:45:06): Tushar, please. Transfer me to someone that can troubleshoot my account
Tushar (18/08/2025, 23:45:49): We will not be able to procced with the transferring the case
[redacted] (18/08/2025, 23:45:57): I cant see why I'm getting a 500 error, those errors are code related, this is not something you show the user as it can contain confidential information or ideas of how the code works which can be a security vulnerability
[redacted] (18/08/2025, 23:46:03): Why can you not transfer the case?
Tushar (18/08/2025, 23:46:44): we do not have the option now as all the available solution has already been provided .
Tushar (18/08/2025, 23:46:56): Is there anything else I can help you with today?
[redacted] (18/08/2025, 23:47:13): You have not done the, transfer my account to an engineer that can debug why your site crashes for my account
Tushar (18/08/2025, 23:47:19): We’ve done everything we could in this case. Would there be anything else apart from this concern I can help you with? I’m afraid but as much as I’d like to help it seems rather difficult. Is there anything else I can help you with?
[redacted] (18/08/2025, 23:47:33): Yes, please transfer me to a different agent
[redacted] (18/08/2025, 23:47:52): I will post this to the forum as this is ridiculous
Tushar (18/08/2025, 23:47:53): I am sorry but as I have provided you the available resolution for the issue and there is nothing else I can help you with, I am forced to close this session from my end. Please feel free to reach us anytime if you need any other help in the game. Thank you for contacting EA Help.
