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Balogh0102's avatar
Balogh0102
3 years ago
Solved

cannot go onlin

I cannot get access to online features within EA Play. Anyone has any idea how could I solve this? I think my account might be registered as a "child" acount even though I'm an adult. I couldn't contact ea chat support.

pc
  • EA_Lanna's avatar
    EA_Lanna
    3 years ago

    Hi @Balogh0102,

    It does sound like it could be an underage account. There are restrictions in place that remove that option on underage accounts to help prevent minors from tweaking their date of birth in order to get around the restrictions and access features like online game modes and chat. This could be what's happening for you (you can see your EA account's DOB here to double-check).

    If your date of birth was input incorrectly, you'll need the help of the EA support team to update that. They will need to verify you are the age you're claiming to be before they can make changes to the Date of Birth registered on your accounts so be prepared to provide proof of age. 

    You can reach our support team directly using the steps outlined here: How to contact support

    Thanks, 

    - EA_Lanna

3 Replies

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi @Balogh0102,

    It does sound like it could be an underage account. There are restrictions in place that remove that option on underage accounts to help prevent minors from tweaking their date of birth in order to get around the restrictions and access features like online game modes and chat. This could be what's happening for you (you can see your EA account's DOB here to double-check).

    If your date of birth was input incorrectly, you'll need the help of the EA support team to update that. They will need to verify you are the age you're claiming to be before they can make changes to the Date of Birth registered on your accounts so be prepared to provide proof of age. 

    You can reach our support team directly using the steps outlined here: How to contact support

    Thanks, 

    - EA_Lanna

  • Balogh0102's avatar
    Balogh0102
    3 years ago

    Thanks for your reply @EA_Lanna ,

    It's a really old account (originally registered on Origin) and I was underage then but it just didn't 'updated'. I tried to contact the support team multiple times but neither the email us or the chat with us window shows up on EA help page. Is there any other way I could get in contact? Or am I doing something wrong?

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi @Balogh0102, 

    I'm not sure, could you share what options you're selecting to reach support? 

    In the meantime, let's see if this helps you connect with them for more help with this: 

    1. On PC, open the EA Help homepage, 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 want to update my EA Account information.
    5. The available contact options should appear under the heading 'Still need help'.

    To help the Support Team locate and verify your account as quickly as possible, try to have this info ready:

    • The original email address on your EA Account
    • 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

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