Persistent Match Freezes on My Main Account – FC Mobile

Hello EA Support Team,

I am experiencing persistent freezing issues in EA SPORTS FC Mobile on my main account.

Account UID: 375822829146677248

Devices tested:

- Samsung Galaxy S24 Ultra (SM-S928B)
- Honor 50

Problem description:

For approximately one month, the game has been freezing during matches in both Division Rivals modes:

- VS Attack (VSA)
- Head to Head (H2H)

The screen freezes for approximately 1–4 seconds, while the game audio continues playing. After that, the image returns and the match continues normally.

Troubleshooting and tests performed:

1. Tested the same account on two different devices: Samsung Galaxy S24 Ultra and Honor 50.
2. Tested both Wi-Fi and mobile data connections.
3. Cleared the game cache.
4. Reinstalled the game.
5. Reduced graphics quality to Medium and frame rate to 60 FPS.
6. Changed the entire starting lineup.
7. Tested another EA account on the same Honor 50 device, using the same game modes and conditions. The other account works perfectly without any freezes.

Important finding:

The freezing issue occurs on my main account on both devices, but does not occur when using another EA account on the same Honor 50 device.

This suggests that the issue may be related to my main account or its associated game data.

Could you please investigate my account data, match synchronization, and server-side processing of VSA and H2H matches?

I have already tried standard troubleshooting procedures, but none of them resolved the issue.

Thank you for your assistance.