Hacked account — can't receive verification code (#249258368)

Question

My EA account (satnamsingh987) was hacked. The account email was changed without my permission to "horchenolmail.com" — a domain I have never owned. Because of this, every verification code goes to the hacker, and SMS verification never arrives either.

I have an open case, request #249258368 (compromised account). The ban has already been reversed, but the email and phone are still the hacker's, so I'm still fully locked out.

Could a moderator please help escalate this? I need my email reset to my own, and the hacker's details removed. I can privately provide full proof of ownership (original email, Battlefield purchase receipt, real phone number).

Thank you.

ea_mplsnow · Answer

Hey d74jzt0cj8k5​,
Glad to hear you were able to get that ban reversed, though I am sorry to hear that someone else got into your account.
Unfortunately, we don't have the tools to adjust account details here on the forums, so you'll need to get in touch with our live support team to help recover your EA account and update those incorrect details. An agent will need to verify your account ownership before proceeding, but should be able to work with you there afterward.&nbsp;
Once you regain access, please be sure to go through as many of these security steps as possible to further secure your account. Let us know how it goes, thanks!&nbsp;

d74jzt0cj8k5 · Answer

Hi EA_mplsnow,&nbsp;Thank you for the response. I've tried to contact live support through the form at help.ea.com/en/customer-care/, but when I select "Compromised account," I only get self-service options (articles and tools) — no live chat or call button ever appears.&nbsp;I'm located in Belgium, and I'm not sure if that affects availability. I have an open case (#249258368) where the ban was already reversed, but my email and phone are still the hacker's, so I cannot log in or receive any verification codes.&nbsp;Is there another way to reach a live agent, or can someone escalate my case directly? I can provide proof of ownership whenever needed.&nbsp;Thank you,satnamsingh987