Hello EA_Aljo,
I have contacted EA Support through the Contact Us page multiple times, and each time I am told the same thing:
"Recovery has been started on your account, please launch any EA game and you will receive a prompt allowing you to update your email address."
I have received the “Update Email Address” prompt after launching a game. However, when I select it, two step verification is triggered again and the code is sent to the old email address that I can no longer access.
EA Support agent then tells me to open another support case so they can start the recovery process again, but this only sends me through the same steps with the same result, leaving me stuck in an endless loop.
I am currently signed into my EA account on EA.com and can access my Account Information page, but any attempt to update my email address triggers two step verification to the inaccessible email address.
I need an alternative way to verify ownership and update the email address associated with my account.
Community ManagerI just want to make sure you specifically asked them to verify you by another method and explained that you don't have access to that email. So, they shouldn't be sending the TFA to it.
Unfortunately, there's nothing we can do to help over the forums with updating your account. We have to refer you back to support since advisors are the only ones that can update your account info.
Hey, EA_Also, Here's how useful your customer support is:
Hi! 🙋 Let’s get this fixed.
Tell us about the issue you're having and we’ll help you get back in the game. 🎮
Me: My email was hacked, and my EA account email and password were changed.
EA NextStep: Which EA game are you playing?
Me:I'm not playing any EA game
EA NextStep:Since you are not playing any EA game, could you please specify if you need help with your EA Account security or something else?
Me:Account security
EA NextStep:Which EA game are you playing?
Me:NONE. I'M NOT PLAYING ANY GAME
EA NextStep: Since you are not playing any EA game, could you please specify if you need help with your EA Account security or something else?
Me:Account security; my email was hacked.
EA NextStep:Which EA game are you playing?
Me:I'M NOT
EA NextStep:Since you are not playing any EA game, could you please specify if you need help with your EA Account security or something else?
Me:I need a human
EA NextStep:Before I connect you, let's go through a few quick questions. These will help me understand your issue better and get you the right support, faster. Since you are not playing any EA game, could you please specify if you need help with your EA Account security or something else?
Me:account security
EA NextStep:Which EA game are you playing?
[After doing this circular conversation 4-5 times, I gave up.]
PLEASE find a way for us to talk with a human being who speaks English.
Community Manager
Community Admin
