Madden 26 matchmaking stuck after opponent connect — cannot open EA Help case

Hi, I’m having an issue with Madden 26 on Xbox Series X/S.

- I can connect to opponents in online head-to-head and connect Franchise, but the game hangs on the loading screen and then kicks me back to the main menu.
- My NAT type is Open, internet connection is stable, and I can play other online games without issue.
- I’ve already tried: restarting console, hard reset, reinstalling Madden, playing on another Xbox on the same account, clearing local saved data, clearing persistent storage, unlinking/relinking my EA account, and testing with a different network. None of these fixed the problem.
- Other players are able to get into games right now, so it doesn’t appear to be a global server outage.

This looks like an account-specific issue on EA’s side. Could you please check if my EA account session is stuck or flagged in matchmaking, and perform a reset/refresh on your end?

The EA Help portal will not generate a case for me. Please escalate or manually create one tied to my account.