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BJDTien's avatar
BJDTien
Seasoned Newcomer
7 days ago
Solved

Open a Case: HOW?!

So you know when you have an account issue, you need to talk to a person, you get stuck talking to the world's crappiest AI bot, and you get no answers? That's me right now.

I need to ask an account-specific question related to a dead email that houses ALL of my sims content. HOW do I open a ticket / Case? The AI chat bot only leads me in a fun circle about: "What's the problem? Yeah? What's yer name? What platform? Yeah? Here's a link to some irrelevant information. Did that help? No? What's the problem?" Rinse and repeat. If I ask it how to open a case, it says: "In order to answer that, tell me about your problem," and the above cycle begins endlessly.

I have two accounts: one my sister plays on: (this one) and one I play on (the one I can't get into due to 2-factor authentication and a broken email.)

I need to file a ticket / open a case. No, I don't want to call a heckin' phone number due to my limited hearing, so please don't respond with that advice. I just wanna know how to open a case via the EA site / email / some written format. (I imagine 4,322 other people do as well.)

Thanks for helping whoever reads this! You are a peach! ♥

advice
  • EA_Darko's avatar
    EA_Darko
    7 days ago

    Hey BJDTien​ sorry to see that you have been getting something of a runaround of late.

    When it comes to getting our live support, opening a case is dependent on a number of things. It's not always possible to open a case with the team and being directed to relevant help articles would be the best step for the issue you are having.

    Looking at your issue and I would recommend taking a look at this help article

    When it comes to issues like this with an inaccessible email, the first thing I would suggest is to speak with your email provider to see if the email is recoverable.

    Having access to the email would make the process a lot easier.

    If all fails then you can open a case on the help site I linked above, just make sure that you are as clear and precise as possible with the bot. It can be frustrating to engage with it but it is there to make life easier for you and get you the best support.

    Darko

     

7 Replies

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    7 days ago

    Hey BJDTien​ sorry to see that you have been getting something of a runaround of late.

    When it comes to getting our live support, opening a case is dependent on a number of things. It's not always possible to open a case with the team and being directed to relevant help articles would be the best step for the issue you are having.

    Looking at your issue and I would recommend taking a look at this help article

    When it comes to issues like this with an inaccessible email, the first thing I would suggest is to speak with your email provider to see if the email is recoverable.

    Having access to the email would make the process a lot easier.

    If all fails then you can open a case on the help site I linked above, just make sure that you are as clear and precise as possible with the bot. It can be frustrating to engage with it but it is there to make life easier for you and get you the best support.

    Darko

     

  • BJDTien's avatar
    BJDTien
    Seasoned Newcomer
    6 days ago

    Thanks for the speedy reply!

    Sadly, like EA, Gmail is run by AI these days and will also provide the same unhelpful solution EA provides.

    "Here is the link to a forum that will tell you to do things you have already done. Look at a forum of an unhelpful answer." 

    I'm at the point of needing to change the email associated with my account and verifying I own the account via billing information and other information only the account holder would have. I do not have access to a "familiar device," I do not have access to the email address. Gmail will not restore the email address. Why? I have no idea. It's Gmail. I'm at an impasse and Gmail has directed me to resolve the issue with EA, not through Gmail. Ironically, EA is now telling me to resolve it through Gmail. Like EA, Gmail uses AI that's great for simple trouble-shooting, but not so great for these kinds of specific problems. With Gmail's AI, I could at least get reasonable answers and not an endless loop or links to exceptionally unhelpful articles that tell me to do things I have already stated I can't do or have done.

    I can't get to the point of filing a ticket / opening a case. I also can't find a way to open a case on the help page you linked. People need a way to reach out to EA given significant amounts of money can be invested in these games.

    Regardless, I appreciate the help you've offered! I hope I can find a way to open a case.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    6 days ago

    Hey BJDTien​ the help article I linked has the links to our help support,

    When engaging with the AI bot you need to be as clear and concise as possible with it.

    I would also recommend engaging with your email support to see what they can do, if you they can get you back into your account it will make things a lot easier for you in gaining access to your EA account.

    Darko

  • BJDTien's avatar
    BJDTien
    Seasoned Newcomer
    4 days ago

    I have been crystal clear with the AI. It will not let me open a case. It will only loop me through as I stated above. 

    It will also not help me solve this problem. I need to open a case.

    I cannot get help through Gmail. I have actually had a lot of dialogue with them. It was my first choice of action.

  • BJDTien's avatar
    BJDTien
    Seasoned Newcomer
    4 days ago

    Update: It is connecting me with an agent at last and I have a case number. 

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