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5weetyPepper's avatar
5weetyPepper
4 months ago
Solved

Where is the option to contact live chat support? Does it even still exists?

A few days ago I tried to login into my old account to unlink steam. The problem is ea doesn't send me 2fa verification code. I contacted support and they sent me this link and said to reach live cha...
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ea help
login issue
  • 5weetyPepper's avatar
    5weetyPepper
    4 months ago

    Ok guys so I got the live chat option to appear. Try to turn on vpn and set it to US. Then do what the manager guy said. It didn't work with other countries though. I'll mark this as a solution. Hope it works for you.

EA_cuervo's avatar
EA_cuervo
Icon for Community Manager rankCommunity Manager
2 months ago

ITzJosh1995​ depending on the topic selected, you might not get the option to start a chat. Usually, if you select "Update EA account" in the help topic, you get the chat option.

Latul007's avatar
Latul007
Seasoned Traveler
18 days ago

EA_cuervo​ 

I just selected the topic "Update EA account" and I don't have an option for live chat.
I am in Canada. No VPN in the US but when I create a ticket, I have been asked to live chat but I cannot.

Thank you, 

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    16 days ago

    Latul007​ I'm sorry to hear you can't start a chat. What options are you given after filling out the form? 

    • Latul007's avatar
      Latul007
      Seasoned Traveler
      15 days ago

      EA_cuervo​ 

      After filling out the form, I don’t get any live chat option.
      The only method they mention in replies is to continue via live chat, but that option never appears for me here in Canada.
      No matter the topic, or if I create a new case or reply to an existing one, I always get told to use live chat which is unavailable to me.

      I have no other way to reach support or escalate my issue.
      Could you please advise what options I have outside of live chat?

      Thank you,

    • Latul007's avatar
      Latul007
      Seasoned Traveler
      14 days ago

      EA_cuervo​ 

      After I filled out the support form in private browsing without being logged into my EA account, I was asked to log in, and then I received an email with this content:
       
      Hi Julien,
       
      We got your reply to our previous email, but to get help, you’ll need to continue your case through chat.
       
      To do that, follow these steps.
      1. Sign in to your EA Account.
      2. Go to My Cases.
      3. Select your existing case from the list, then choose Resume Case to start a chat with an advisor.
       
      Why chat?
      Chat connects you directly with an advisor who can pick up where your emails left off.
       
      Heads-up: The only way to continue your case is through chat. We won’t see replies to this email.
       
      Thanks,
      EA Help
       
      However, the link they provided doesn’t work: https://qa.help.ea.com/en/help-my-cases
       
      It gives me an error, even after trying on two different browsers—the same result:
       
      Access Denied  
      You don't have permission to access "http://qa.help.ea.com/en/help-my-cases" on this server.  
      Reference #18.9ca12b17.1761943319.15f0643b  
       

      Tell me what I can do to get a response or a live chat with them.

      Thank you

      • EA_cuervo's avatar
        EA_cuervo
        Icon for Community Manager rankCommunity Manager
        11 days ago

        Latul007​ I just went through the contact flow while logged out and it gave me the chat option; 


        At which stage are you forced to log in? Would you mind sharing a screenshot of that?

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    15 days ago

    Could you please try creating a ticket while using your browser in Incognito mode and being logged out of the website?

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