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Justice4Jess's avatar
Justice4Jess
Rising Newcomer
30 days ago
Solved

My account says not located.

I have an account that I made a while back. It’s connected to my email. I don’t remember the password.. when I try to reset the password and put in my email, it says no EA account found. When I try to go in and login with google, it works, but it sends the verification code to someone else’s information. I have proof that I have this account. I have a receipt, the last time I bought anything for the account is close to the last time I was able to play it. I played it on MacBook IOS, and it belonged to my ex fiancé. When he left, he took the MacBook and I wasn’t able to sign out. Now, the verification is attached to his email and number, and he won’t respond to me and give me the codes.

 

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account info
  • EA_Lanna's avatar
    EA_Lanna
    30 days ago

    Hi Justice4Jess​, 

    I'm really sorry you're dealing with this. That sounds like a frustrating situation to be in.

    As the account is sending verification codes to contact details you can’t access anymore, and the password reset isn’t working, it'd be best to reach out to the EA Support team. They’re the only ones who can verify ownership and assist with account recovery.

    Click this link to start a help case:
    👉 https://help.ea.com/solutions/?product=ea-account&category=manage-my-account&topic=login-ea-account

    It can really help speed things up to have the following information ready for the support team:

    • The email address you used to make your EA Account.
    • Any usernames or console IDs (e.g., Xbox Live Gamertags or PlayStation™ Network Online IDs) connected to your EA Account.
    • Any invoice numbers from games you’ve bought from our store (EA App or Origin) or product codes for your games.

     

    I hope you're able to get back into your account soon.

    - EA_Lanna

3 Replies

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    30 days ago

    Hi Justice4Jess​, 

    I'm really sorry you're dealing with this. That sounds like a frustrating situation to be in.

    As the account is sending verification codes to contact details you can’t access anymore, and the password reset isn’t working, it'd be best to reach out to the EA Support team. They’re the only ones who can verify ownership and assist with account recovery.

    Click this link to start a help case:
    👉 https://help.ea.com/solutions/?product=ea-account&category=manage-my-account&topic=login-ea-account

    It can really help speed things up to have the following information ready for the support team:

    • The email address you used to make your EA Account.
    • Any usernames or console IDs (e.g., Xbox Live Gamertags or PlayStation™ Network Online IDs) connected to your EA Account.
    • Any invoice numbers from games you’ve bought from our store (EA App or Origin) or product codes for your games.

     

    I hope you're able to get back into your account soon.

    - EA_Lanna

  • Justice4Jess's avatar
    Justice4Jess
    Rising Newcomer
    30 days ago

    That’s how I got here. I spoke to someone and at the end of the conversation he told me to make a discussion here. I’m confused.

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    30 days ago

    Hi Justice4Jess​,

    Thanks for explaining. I totally get why you're confused after that. It sounds like there's been a bit of a mix-up. 

    If a member of the support team directed you here, it may have been to share feedback about your experience or ask general questions. Either way, for anything involving account changes or verification issues, you'll need to continue working with the support team.

    To clarify, these forums are great for general game questions, gameplay tips, flagging bugs or feedback sharing, but we don't have access to account systems or tools to verify or recover accounts. That kind of help can only come from EA Support directly. For that same reason, the EA Help articles about login issues, compromised accounts, and updating account information direct users to connect with the support team through the support page, not the forums. 

    Sorry for the confusion. I know this kind of thing can be exhausting, and I really hope you're able to get it sorted soon.

    - EA_Lanna

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