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EzTheMan2242's avatar
EzTheMan2242
Seasoned Newcomer
5 months ago
Solved

My EA account got hacked, and my email got changed

The title, my EA account got hacked and the email got changed. I can still log into it via Google sign in, but I can't change the email. I've tried contacting customer support, but I've yet to get a response, please help.

  • EA_Lanna's avatar
    EA_Lanna
    5 months ago

    Hi EzTheMan2242 ,

    If your cases haven't been reaching them, it sounds like they haven't had a chance to help yet. Let's try something to see if we can help your cases make it through. Could you 

    • Clear the browser's cache and cookies, fully close all browser windows
    • If you are on mobile, switch to PC to submit the ticket or vice versa
    • Test it off of a different search engine (so if you're on Google Chrome, try Firefox to see if you can submit a ticket that way)
    • Try a Clean boot 

     

    If that doesn't work, try to open a case again through a private browsing window and make sure not to log into your EA account while completing these step

    1. Type 'EA App' into the search bar and select the tile that appears.
    2. Select See all help topics.
    3. Select the Manage my account category.
    4. Select I need help with my hacked account.
    5. Click 'Continue without signing in'.
    6. Under the heading 'Still need help', the available contact options should appear.

     

    Once in touch with an advisor, let them know the email on your EA account so they can pull up your account right away. It'd also be helpful to have the following information ready:

    • Any usernames that are tied to your EA Account, like your EA ID, Xbox Live Gamertag, or PlayStation™Network Online ID
    • Any invoice numbers from games you’ve bought through an EA platform, like the EA app

     

     EA_Lanna 

8 Replies

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  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    5 months ago

    Hi EzTheMan2242 

    You've done the right think in reaching out to the support team. Ideally though, yoou're reach them through live chat. Could you give that a go please? Click on this link and scroll down to Still need help, and select Chat with us. You should then be able to fill in some information and submit it to start a live chat conversation with the live support team from there. 

    Note: If you see a message pop up when opening the chat Icon, make sure to select keep waiting and do not close the page or the connection to the chat will be lost and the case closed as a result. You can always try again if that happens but your place in the queue would reset.

    - EA_Lanna

  • EzTheMan2242's avatar
    EzTheMan2242
    Seasoned Newcomer
    5 months ago

    EA_LannaLive chat doesn't work whatsoever, every time i try to start a new case and chat, it doesn't show up under "my cases" and it just brings me back to EA help.

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    5 months ago

    Hi EzTheMan2242 ,

    If your cases haven't been reaching them, it sounds like they haven't had a chance to help yet. Let's try something to see if we can help your cases make it through. Could you 

    • Clear the browser's cache and cookies, fully close all browser windows
    • If you are on mobile, switch to PC to submit the ticket or vice versa
    • Test it off of a different search engine (so if you're on Google Chrome, try Firefox to see if you can submit a ticket that way)
    • Try a Clean boot 

     

    If that doesn't work, try to open a case again through a private browsing window and make sure not to log into your EA account while completing these step

    1. Type 'EA App' into the search bar and select the tile that appears.
    2. Select See all help topics.
    3. Select the Manage my account category.
    4. Select I need help with my hacked account.
    5. Click 'Continue without signing in'.
    6. Under the heading 'Still need help', the available contact options should appear.

     

    Once in touch with an advisor, let them know the email on your EA account so they can pull up your account right away. It'd also be helpful to have the following information ready:

    • Any usernames that are tied to your EA Account, like your EA ID, Xbox Live Gamertag, or PlayStation™Network Online ID
    • Any invoice numbers from games you’ve bought through an EA platform, like the EA app

     

     EA_Lanna 

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    5 months ago

    Hi EzTheMan2242

    This isn't something I can help you with. It needs the support team's help. There is no other way I know of to help you connect with them. All I can recommend is to retry those steps.

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