Hacked Account - Blocked by 'Issue not supported by advisors' loop on EA help
Hello,
My primary EA account was compromised and the hacker changed my primary email address. I am completely locked out and my old email shows "account not found" when trying to reset password. I found the email of what my account email had been changed into in my spam folder which is not my doing. I am writing this from a secondary/temp account that i just created.
I am trying to open a recovery ticket on help.ea.com, but every single path i take(clearing cache, trying to contact as guest, using another browser, or trying it on my phone) hits an automated blocker right after clicking the send code to verify button after clicking the contact advisor button. Then, i will get the "Issue not supported by advisors" message.
I am completely stuck and have no way to contact a human agent or advisor to help me with my account recovery.
Could a Community Manager please help me manually open a support case? Links to ea help wont work since im gonna be stuck again.
Hey there,
Sorry to hear you're not able to get a case created so this can be looked into. We cannot manually create cases or review these issues via the forums I'm afraid, but what issue are you selecting when filling that form out initially?
I'm assuming you're trying the Compromised EA Account option when creating a case here, is there any change if you instead select something like Update EA Account, Secure EA Account, or Login issues to see if those allow you to create a case instead?
Are you able to use the Contact us option at the bottom of this page to go through that process instead? Those various options should be slightly different ways to get in touch with support, and I am seeing other cases coming through currently. Aside from the steps you've already mentioned, please be sure that if you're trying on another device such as your phone, you're also changing which network you're using to create a ticket, such as using data instead of being on WiFi, particularly if that WiFi would be the same home network your computer's on.
