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TempRebel's avatar
TempRebel
Seasoned Newcomer
2 days ago
Solved

Legacy 2008 Master Account - Expired Credentials - Need Assistance

Legacy 2008 Master Account stuck in expired credentials loop.

The EA Help website chatbot keeps crashing and closing my screen, so I can't reach support I have a huge library worth a considerable sum of money featuring games like Mass Effect the full series including Andromeda, Dragon Age and many others locked away. I just found my original account creation email from 2008 and know my EA ID. I have full access to the primary registered account email. I need a Community Manager to manually open a secure ticket for a human advisor to refresh my legacy account status flag. Thank you

technical issues
  • EA_cuervo's avatar
    EA_cuervo
    7 hours ago

    Hi there,

    I’m sorry you’ve been having such a hard time getting back into an account you’ve had for so many years. Unfortunately, we’re not able to open secure support cases, make changes to EA Accounts, or refresh account information through the forums.

    Since you still have access to the email registered to the account, please try resetting the EA Account password first, as this can resolve the “expired credentials” message. If you’ve already tried that and still can’t access the account, you’ll need to contact EA Help so an advisor can assist with the account recovery. If the chatbot keeps crashing, try clearing your browser’s cache and cookies or using a different browser, then attempt to contact EA Help again.

    When you contact them, have your EA ID, registered email address, details about the issue, and any proof of purchase available. I know it’s frustrating when your game library is tied to the account, and I hope you’re able to get access restored.

3 Replies

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    1 hour ago

    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.

  • TempRebel's avatar
    TempRebel
    Seasoned Newcomer
    2 hours ago

    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

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    7 hours ago

    Hi there,

    I’m sorry you’ve been having such a hard time getting back into an account you’ve had for so many years. Unfortunately, we’re not able to open secure support cases, make changes to EA Accounts, or refresh account information through the forums.

    Since you still have access to the email registered to the account, please try resetting the EA Account password first, as this can resolve the “expired credentials” message. If you’ve already tried that and still can’t access the account, you’ll need to contact EA Help so an advisor can assist with the account recovery. If the chatbot keeps crashing, try clearing your browser’s cache and cookies or using a different browser, then attempt to contact EA Help again.

    When you contact them, have your EA ID, registered email address, details about the issue, and any proof of purchase available. I know it’s frustrating when your game library is tied to the account, and I hope you’re able to get access restored.

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