Forum Discussion

Ha1karuuu's avatar
Ha1karuuu
Seasoned Newcomer
3 days ago

Account Stuck on Returning Player Tutorial (Kick Off Screen) - FC Mobile

Dear EA Support Team,

I am experiencing a game-breaking bug where my account is completely stuck on the "Returning Player" tutorial (on the Kick Off / Warm-up Match screen).

The game screen remains dimmed/darkened as if it is waiting for a tutorial prompt, but no tutorial arrows, text, or guidance pops up. The background animations (such as the player card borders for Mbappé and Bruno Fernandes) are still moving, but the "MAIN" or "KICK OFF" buttons are completely unresponsive and cannot be pressed.

I have already tried all the standard troubleshooting steps, including:

Clearing cache and forcing stop the app.

Completely clearing app data (Clear Data).

Reinstalling the game and Google Play Games.

Changing my device's system language to English.

Trying to log in on a different device.

Unfortunately, the issue persists on every device I use, which indicates that the tutorial status is bugged/stuck on the server side for my account.

Could you please help me to manually reset or bypass the tutorial status for my account so I can access the main menu normally?

Thank you for your assistance.

android
freezing

3 Replies

  • EA_Pulsar's avatar
    EA_Pulsar
    Icon for Community Manager rankCommunity Manager
    3 days ago

    Hi there. Since the issue happens across multiple devices, if you can, please try opening the game while connected to a completely different internet connection, such as a friend’s Wi-Fi or a different mobile carrier. If you’re able to get past the tutorial that way, make sure to link your progress to your EA Account or another supported login method before returning to your main device.

    It may also help to check the following:

    • Make sure your device’s date and time are set to Automatic.
    • Update Google Play Services and Android System WebView.
    • Temporarily disable Private DNS, ad blockers, firewall apps, or any similar network filtering tools.
    • If you use gesture navigation, try switching to button navigation temporarily.

    Please let us know how it goes.

  • Ha1karuuu's avatar
    Ha1karuuu
    Seasoned Newcomer
    1 day ago

    Hello EA_Pulsar, thank you for the response and the suggestions.

    I have thoroughly tried all the troubleshooting steps you mentioned:

    Tested the game using two different Wi-Fi networks as well as alternative mobile data carriers.

    Verified that my device's date and time are set to Automatic.

    Updated both Google Play Services and Android System WebView to their latest versions.

    Completely disabled Private DNS and ensured no ad-blockers or firewall apps are running.

    Switched from gesture navigation to standard three-button navigation.

    Unfortunately, the issue persists exactly as before. The screen remains dimmed, background animations run, but the "PLAY" or "KICK OFF" button is completely non-responsive under all the conditions tested above.

    Since this keeps happening across multiple different devices and entirely different networks, I am starting to wonder if the problem is completely outside of my device. Is it possible that my account itself is somehow glitched or stuck in the tutorial phase on EA's servers? If so, could you please look into this or pass this to the technical team to see if my tutorial status can be manually reset or bypassed from your end?

    Thank you for your continued support, and I look forward to your guidance on the next steps.

  • Ha1karuuu's avatar
    Ha1karuuu
    Seasoned Newcomer
    1 day ago

    One more critical detail that might help diagnose this: I have tried switching to completely different accounts in Google Play Games to see if that would resolve the issue. However, no matter which account I select, the game automatically forces me back into the same stuck profile.

    This persists even after I perform a "Clear Data" on the application and reinstall it. It seems that the game is locked to this specific profile and completely ignores any attempts to switch to a different account.

     

Recent Discussions