After the game crash, not been possible to connect to Ultimate Team

Hello,

I am reaching out because my game FC 26 crashed on Wednesday, 25/02/2026.

I was just about to start an online match (both players had confirmed their kits and the black screen before the stadium animation appeared) when FC 26 suddenly crashed and closed itself.

Since then, I have not been able to access Ultimate Team on Xbox (Xbox Series S). I immediately receive the error message:

“It is currently not possible to connect to Ultimate Team. You will now be returned to the main menu.”

I can use the Companion App / Web App normally — except when I have just tried to log in via Xbox. When I attempt to enter Ultimate Team on Xbox (the message appears that the connection is not possible and I am returned to the main menu), the Web App / Companion App then shows a message saying that I am already logged in via Xbox.

I assume that my account is stuck in a session lock because the game crashed while connecting to the gameplay servers, which now seems to cause an invalid connection attempt every time.

The issue has now persisted for 5 days and does not appear to resolve itself.

After several email exchanges with EA Support, I was advised to open a case here.

However, the following questions have not been answered:

• When can I expect to be able to play Ultimate Team again?
• If the issue remains permanent, what happens then? Will I receive a refund for my in-game purchases? Since the account on which I made these purchases is currently unusable for me.

I have already tried everything on my end (cleared cache, deleted locally saved data, reset the router, and even waited 12 hours without attempting to log in).

On other accounts, everything works perfectly fine on my Xbox and in FC 26.

I kindly ask for quick assistance — I still need to pick up Ibarbo 😄