"Hacked Account - Cannot Access Support, Need Staff Help"

Question

Here's a paragraph you can copy and post:

"Hi, my EA account has been hacked and I've lost access to it. The hacker changed my account information and I can no longer log in. I've already tried everything on the EA Help hacked account page but nothing worked, and the live chat as a guest keeps redirecting me to the same help articles without connecting me to an advisor. I'm posting here because I have no other way to reach support. I have my original email address, my username, and details about my purchases ready to verify my identity. Could an EA staff member please open a case for me or point me to someone who can actually help recover my account? Thank you."

10aschentee · Answer

Hi WaKFu49​,The good news is that you’re already doing the right thing by gathering your original email, username, and purchase details. That’s exactly what the Account Recovery team needs.Just to be clear: nobody on the forums (including EA staff who moderate here) can open a case for you or access accounts directly.The only team that can help is EA Support, but you can reach them even if your main account is locked.Here’s the simplest way to break out of the loop:Log in to&nbsp;help.ea.com&nbsp;using your new/temporary EA account.Scroll down the homepage until you reach the “Help by topic” section.&nbsp;Click on the tile called “EA Account support. ”&nbsp;Choose one of these options:How to get back into your EA AccountWhat to do if your EA Account was hackedSince you already have your original email, EA ID, and purchase proofs, you’re in a strong position to get the account back once an advisor reviews your case.Best of luck, and if you need help wording your ticket or figuring out the right menu path, just let me know.Little reminder about weekends: live chat availability depends heavily on your region and time zone (for example, here in Italy it’s closed right now because it’s Sunday). Even if chat is offline, you should still be able to open an email ticket, and that’s enough to get your case into the queue for a real human to review.

wakfu49 · Answer

hello 10Aschentee​&nbsp;, thank you for response unfortunally i tried everything in the page "What to do if your EA Account was hacked" and nothing worked and can't find where to do a ticket so i can contact a real support if u can help me it will be very helpfull. Thank you

10aschentee · Answer

Don’t worry, the EA Help website can be incredibly confusing, and it loves to hide the actual contact buttons behind endless text. You’re not doing anything wrong.

Since you’re already on the “What to do if your EA Account was hacked” page, the button you need is all the way at the bottom:

Scroll all the way down past every paragraph and suggested article
At the very bottom, you should see Contact Us.
Click that to open the EA NextStep Chat.

Try these steps and let me know if the contact button finally shows up, once you get to the form, you’ll be able to send your case directly to a real advisor.