EA FC Mobile account recovery: the account still exists, but EA says it cannot be recovered
My son's FC Mobile account became inaccessible when his old Samsung Galaxy A52s suddenly failed. The phone cannot be recovered, so we cannot open the old game to retrieve the User ID or UID.
The correct FC Mobile username is Mzg.527.
Here is the frustrating part: I can still see Mzg.527 in my own FC Mobile Friends list. The account is clearly still visible in the game.
We also have the account's purchase and billing history and can provide proof of purchases and other information to verify ownership.
We have now tried EA's support system repeatedly.
The experience has been extremely frustrating.
The EA Help bot sends us through automated recovery instructions.
We eventually reached a live EA Advisor, who told us to use the in-game FC Mobile support.
The in-game support bot then tells us that the old account cannot be recovered and offers assistance with linking the new account instead.
We are not trying to recover the new account. We are trying to recover Mzg.527.
We cannot provide the UID because the device containing the account is physically broken and cannot be restored.
I understand that EA normally uses the UID to locate FC Mobile accounts. But a customer cannot reasonably be expected to have written down an internal User ID before an unexpected phone failure.
The account is still visible in my Friends list. We have the correct username and purchase history. We can provide information to verify ownership.
So why is there no way for an EA employee to locate and verify the account manually?
I am not asking for special treatment. I am asking for a human being to investigate an account that is still visibly present in FC Mobile.
Please escalate this to someone who can actually examine the account rather than sending us back to the same automated recovery loop.
This might not be the response you were hoping for, but I'm afraid the team needs to know the account's User ID in order to locate the account. Unfortunately, having the account's username alone isn't enough for our advisors to pull up the account, as several individuals could share the same name, making it an insufficient unique identifier. Having your purchase history and additional information is great for verifying ownership, but that's only applicable after the account itself is located.
That said, if our advisors have shared that they aren't able to locate the account, then sadly there isn't anything we can do for you here on the forums, as we don't have access to account information and can't escalate or investigate this for you.
Thank you for the clarification. I understand that the username alone is not considered a unique identifier in your system.
However, I believe there is considerably more information available here than just the username, and I would like to put all of it on the table.
The account is Mzg.527. I consider this a relatively uncommon username, although I understand that it is not technically guaranteed to be unique.
More importantly, I can still open the exact Mzg.527 profile from my own FC Mobile Friends list. The account is still visible in the game and its profile can be inspected from another player's account.
I have attached a screenshot of the profile as it appears right now. It shows the username Mzg.527, OVR 123, Level 77, the 4-3-3 1AM formation, and the complete starting lineup including the individual players.
This is not information from memory or an old screenshot. I can open this profile in FC Mobile right now from another player's account.
In addition, we have the account's purchase and billing history and can provide proof of purchases and other information that could be used to establish ownership.
So I understand your point that the username by itself is insufficient. But this is not a username-only identification request. We have the username Mzg.527, a profile that is still visible in the Friends system, OVR 123, Level 77, the 4-3-3 1AM formation, the complete starting lineup, purchase history, and information about the original device and the circumstances in which access was lost.
The only thing we cannot provide is the UID, because the original phone failed permanently and the game can no longer be opened on that device.
I understand that the UID is normally used by EA Support to locate an account. However, this situation highlights a problem with the recovery system.
EA's own support documentation tells players to save a screenshot of their UID because it may be needed if they lose access to their device. I understand the security reason for having a unique identifier. But an ordinary player cannot reasonably be expected to know that a number buried in the game's settings may effectively become the only recovery key for their account.
In this case, the account has not disappeared. It is still visible in FC Mobile and I can open the profile from another player's Friends list. We have substantial information about the account and can provide purchase records to establish ownership once the account has been located.
This leads to a simple question.
If another FC Mobile player can locate and open the profile, why is there no secure way for EA Support to use that information to identify the corresponding account internally?
I am not asking EA to compromise account security or to recover an account based on a username alone. I am asking for an alternative verification process for legitimate owners who lose access to their device before saving their UID.
For example, I believe FC Mobile could be improved by making the UID much more prominent and clearly explaining its importance when an account is created. There should be a simple Copy UID or Share UID button. Players should receive a clear reminder to save their UID somewhere safe. There should also be a secure account-recovery process based on a combination of verified information such as a linked Google or EA account, purchase history, device information, username and identifiable profile information.
Support should also have a secure way to use information visible through the Friends system to locate an account internally.
Most importantly, there should be a recovery route for legitimate owners who lose their phone unexpectedly and have not saved their UID.
I understand that the forums cannot access account information and cannot investigate the account themselves.
What I am asking is whether there is any escalation path to an EA team that can use the information above to locate the account and then verify ownership using the purchase history and other evidence we can provide.
If the answer is genuinely "no", then I think EA should seriously reconsider this aspect of its account recovery design.
A phone can fail unexpectedly. Customers should not have to lose an account they have spent time and money building.
because they did not know that one internal ID needed to be saved separately.
