Legacy 2008 Master Account - Expired Credentials - Need Assistance

Thank you for the response, EA_cuervo. However my original post indicates that this is not something that can be solved with the chatbot, I have tried many times over to reset my password, and while the system initially tells me it was successful, upon trying to login with the new credentials it once again locks me out with the same tired old message of "Expired Credentials" I have cleared browser cache, tried different browsers including Brave, Microsoft Edge, Firefox, Chrome and Opera GX, all of which all lead me back to the same issue, being blocked by the chatbot.

The automated chatbot crashes or blocks me from reaching any kind of human interaction no matter what I try, I have tried numerous times over the course of months or years but to no avail, the one time I thought I had convinced the chatbot to connect me with a human advisor I was met with this rather disheartening message "This issue isn't supported by advisors", you're advice to contact a support pipeline that literally rejects all of my attempts to garner human interaction is unfortunately not as helpful as hoped.

Since you cannot personally open a case, could you please manually escalate this to a higher authority, someone with the power to access the avenues needed to further this along, as I have been without access to my account now since before Origin was retired in favour of this new platform. I have full active access to my original 2008 email address associated with this account; I know my EA ID. It is now to the point where it feels like I am being actively denied access to my own account.

Thank you

Unfortunately, we’re not able to manually escalate account recovery cases or open a case on your behalf through the forums. What we can do, though, is try to figure out why the EA Help chatbot isn’t giving you a way to reach an advisor, because you should have an available support route for an account access issue like this.

Could you please share a screenshot of the message you get when the chatbot says “This issue isn’t supported by advisors”, and let us know which options you select in the chatbot before reaching that point? Please make sure any personal or account information is hidden from the screenshot.

Once we can see exactly where the contact flow is stopping, we can try to help you get past that and reach the EA Help team, as they’re the team that would need to assist with recovering access to the account.

Unfortunately, I no longer have access to the screenshot, but I went ahead and tried using the chatbot today to get a response you could use as proof that this is not working as designed. Since you asked about how the contact flow is stopping. I am copying my exact chat transcript with the EA Nextstep Beta chatbot from just a moment ago.

CHAT TRANSCRIPT:

Bot: Which EA game are you playing?
Me: How can I play games when I can't access my account?
Bot: Which EA game are you playing?
Me: None
Bot: Which EA game are you playing?
Me: Account inaccessible, please connect me to a human
Bot: Which EA game are you playing?
Me: Mass Effect...
Bot: Which platform are you playing Mass Effect™ Legendary Edition on?
Me: PC, now please put me through to a human advisor.
Me: I need help with a Master account error with login credentials expiring; can you put me through to a human
Bot: Which EA game are you playing?

As you can clearly see, despite numerous attempts on my end to push towards human interaction, the bot locks up and refuses to advance until it receives an answer to its question of "Which EA game are you playing?" Which I have repeatedly responded to with reasons why I cannot play EA games currently before giving up and singing to the bot's tune, which still leads me back to the very same situation when the bot receives my response about 'Expired Credentials' and my asking for human intervention.

This automated system is systematically flawed due to its inability to process information such as what I am providing and refusing to connect me to human advisors; it is stuck in a rather unhelpful loop that leads me around in circles and prevents me from reaching any human element of the EA team.

Given this transcript proof of a broken loop for an ultra-legacy 2008 Master Account, please could this thread be escalated to an account specialist?

Thank you

Thanks for providing the transcript. I can see why the repeated questions from the chatbot have been frustrating.

It is possible to get through to a human EA Help advisor using the current contact flow. I tested the system myself and was able to reach an advisor successfully.

From the transcript you shared, the chatbot appears to be waiting for specific answers to each question before it can move you through the contact flow. Responses asking to speak to a human or explaining why you cannot currently play a game may not be recognised as valid answers to the question being asked, which can cause the conversation to loop.

Unfortunately, we’re not able to escalate account cases, transfer you to an advisor, or arrange for an account specialist to contact you directly from the EA Forums. Account access and account-specific issues need to be handled by EA Help, as advisors there have access to the appropriate account tools.

I’m happy to walk you through the contact process in more detail so you can get through to an advisor. When using the chatbot, please answer each question with the specific information it is requesting rather than asking for an advisor at each step. Once the required details have been provided, you should be presented with the available support options.

If you access this page, scroll to the bottom and click Contact Us. The chat window will open, and you will be asked similar questions. 

At the bottom of the chat window, you will see a question "Did this fix your issue?". Click on that and answer "No". The chatbot will start gathering relevant information from you and go through a recovery process. If it cannot recover the account, it will redirect you to an EA advisor. 

I hope this helps you reach an advisor. Let us know how that goes.

Hi EA_cuervo,

I wanted to reply one last time to say a massive thank you for your help! Following your exact advice to navigate the chatbot-and specifically selecting 'No' and 'I didn't get a code' at the very end-successfully forced the system to bypass the loop and connect me directly to a human advisor

Thanks to your guidance, the advisor was able to verify my game invoice data, pull up my legacy 2008 Master Account, and manually refresh my security flags. I have officially regained full unfettered access to my account and my entire game library!

I truly appreciate you taking the time to test the system and provide the workaround.  Without your intervention, I would still be stuck in that loop. Thank you again for your incredible support!

TempRebel​ It makes me really happy to read that. I'm glad you got the help you needed and can play your games again! Have fun!