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MikeNorsePagan's avatar
MikeNorsePagan
Newcomer
8 hours ago

Hacked account, Support team "unable to recover"

Soo.. even tho I had safety feature on, I got an email saying someone was trying to access my account by requesting codes. I logged in and changed the password. Problem solved? No, later I get an email saying that the primary adress has been changed. 

I try to change the password via giving my EA name, asking for reset through phone, change the password. Then when I try to log in, it tells me that the credentials are wrong. A password I changed 30 seconds ago. 

I create a case with chat. The first agent tells me that they cannot change the email until 30 days have passed and I did not provide enough evidence for getting my account back, then leaves the conversation. 

I sleep to calm down, contact them again today. This time, the agent admits that I have provided enough evidence to show I am the rightful owner of the account. But they cannot make changes to my account, they are "unable". And then tells me to contact them tomorrow again. I ask for a new agent to escelate, gets the same answer.

Is EA really telling me, that even after I prove to them that the account has been hacked, they cant give it back to me? Is there noone with override powers? Every penny I have spent, every minute I have played on this account is now lost, and I am not getting any help from EA. 

Does anyone have any idea what I can do? 

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3 Replies

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    3 hours ago

    As the first agent you spoke to advised the opposite MikeNorsePagan​ it may be the case that it is not possible.

    Best thing to do is to speak with the team again and see what they say. We are not able to assist with any account issues here on the forums.

    Darko

  • MikeNorsePagan's avatar
    MikeNorsePagan
    Newcomer
    4 hours ago

    Hello EA_Darko​ 

    Thanks for replying. 

    I agree, my device was probably compremised. So I factory reset the whole thing and made sure noone can access any of the emails.

    As much as I appriciate the advice, the agent stated that I had provided enough to prove that the account was mine. Therefore, it should be ok just to change it right? 

    "The system unable to make any changes on the EA account. The team is already checked the account and unable to make changes as of the moment. That's why wer are asking to contact us back again later or tomorrow to try to make changes on the EA account"

    The team wanted to make the change, but was unable to. Someone on the team must have the power to override the system, correct? So I can get my account back and secure it? 

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    6 hours ago

    Sounds like your device or accounts may have been compromised MikeNorsePagan​ so when our team looks into your account it does not appear as compromised due to the hacker being in your email and such.

    Know it's now what you want to hear but it reads to me like that's the case.

    If you have not already, can you check the help article about account issues like this.

    The best thing to do is take a read of the article and then reach out to our live support team again and let them know the situation.

    They may be able to help you a little more if you have ensured that you have resecured your devices and accounts.

    Darko

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