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2429298577's avatar
2429298577
Rising Rookie
14 days ago
Solved

I can't start an advising on ea help

As the title suggests, I am unable to initiate a consultation.There is no case number or any advisor after I create a case on ea help.  
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  • ElliotLH's avatar
    ElliotLH
    13 days ago

    Sorry, but I can't help any further than what I've done already. I'm not an EA employee, so I can only do so much, unfortunately. However, if it's just a case of changing the email associated with the account, then that is something that EA Help can assist with over live chat after you've passed their security process to confirm account ownership. 

ElliotLH's avatar
ElliotLH
Hero+
14 days ago

Sorry to hear that. Can you let me know what game and support option you selected? I can see if I can try working out how to potentially get through to them. 

2429298577's avatar
2429298577
Rising Rookie
13 days ago

OK. I selected apex legends-I need help with my hacked account-THEN ON THIS PAGE-https://help.ea.com/cn/solutions/?product=ea-account&category=manage-my-account&topic=resecure-hacked-account---chat with us.

  • ElliotLH's avatar
    ElliotLH
    Hero+
    13 days ago

    Thank you very much for that info. I've just tried the same steps and was able to initiate a chat without encountering any problems (I've included a screenshot below where I've removed the agent's name). 

    I suspect that it may be a browser-based issue, such as something preventing the chat window from opening. There are a few things you can try to get around this, although some of them you may have done already.

    • Change the language at the bottom to United States.
    • Clear cache and try using incognito mode. 
    • Use an entirely different browser (one where you've installed no plugins may be best).
    • Try using the EA Help site while not signed into your account (this is usually something that works when the chat option doesn't appear at all, so it may not help much in this instance). As you might see in the screenshot above, though, I was not signed into my account when I was testing. 
    • 2429298577's avatar
      2429298577
      Rising Rookie
      13 days ago

      Thank you very much, I can indeed initiate a consultation after logging into another EA account on my computer. But this does not solve my problem. In fact, I want to file a SAR case through customer service, which cannot be initiated from other accounts or accounts that are not logged in. This is a way to control variables. I think this may be caused by EA itself blocking my account and email. Because I use an email address in China, some Chinese players have also encountered this kind of problem. They seem to be able to solve this kind of problem by changing the email address bound to the EA account. But I can't change the email address bound to my EA account now. I politely asked if you could help me with "the account being blocked."

      • ElliotLH's avatar
        ElliotLH
        Hero+
        13 days ago

        Sorry, but I can't help any further than what I've done already. I'm not an EA employee, so I can only do so much, unfortunately. However, if it's just a case of changing the email associated with the account, then that is something that EA Help can assist with over live chat after you've passed their security process to confirm account ownership. 

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