Game
Need help with this issue
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I've talked to 3 EA support advisors already. They all gave me steps to try that assumed the problem was with my PS5 or my network, which did not fix it. One of them told me I could unlink and relink and I would not lose any data as long as I linked back to the same account, so I went ahead and tried it because no one has given me any better ideas.
The last support advisor suggested I post in this forum since they didn't have an answer, and now you're suggesting I talk to a support advisor because you don't have an answer, so I'm not really sure where I'm supposed to go from here.
EA_Aljo
Community Manager
Community ManagerTry deleting the personal saved data for Madden 23. It's possible you could lose any offline saves and changes to settings. Normally, those will download from the cloud, but I can't guarantee that will happen. Go to Settings/Storage/System. Locate Madden 23 and delete the saved data.
Here are those instructions for Xbox:
- Press the Guide button and then highlight the Madden 23 tile.
- Hit the Menu button. It's the small one to the right of the Guide button with 3 horizontal lines on it.
- Next, go to Manage game and add-ons > Saved data. Delete the file with your gamertag on it.
Also, try clearing the alternate MAC address with these steps:
- Go to your Xbox Settings
- Go to "Network", then "Advanced Network Settings"
- Click on "Alternate MAC Address", and then click "Clear"
I have already tried deleting my local saved data. After doing that, when I started Madden 23, it went through all the normal first-time set up stuff, but then when I got to the main menu and tried to access an online mode, I got the same message about not being connected to EA servers (and still could not connect by pressing R2). So it still seems to point to an issue with my EA account. (I did have my saved data backed up to the cloud and was able to re-sync later to get it back, so nothing lost.)
I did try going back to EA Help to either resume one of my existing cases or start a new case, and I no longer seem to have the ability to start a chat with an advisor like I could a few days ago. I'm not sure if there is a problem with that on my end where something is no longer loading properly or if EA chat is not currently available. I just get stuck in a loop of going to the article on help logging into your account, then clicking the "still need help" button and taken to a page where there is no option to start a chat and my only options are to select a different topic or go back to the same unhelpful article. Additionally, my existing cases for this issue show a status of either "Fixed" or "Resolved," even though the attached transcripts clearly indicate that my problem persists. So, as of now, I'm not sure if anyone at EA is looking into my problem. Is there a phone number or email address for EA Help, or is the chat option (which I cannot currently access for some reason) the only way to get to a live person?
I am extremely frustrated, as I had recently started an online franchise with a group of friends. We got through the preseason with everything working fine and now are stuck in week 1 since I can suddenly no longer connect to play my game (all other members can connect without issue).
- EA_Aljo
Try going to myaccount.ea.com. Log in there using your platform account as shown in the image below. Make sure you completely exit out of Madden 23 and try loading back into it.
I tried this (again) as well. I confirmed that I can (still) log into myaccount.ea.com using my PSN credentials. (I have also tried resetting both my EA and PSN passwords and logging back in multiple times throughout this process.) But after doing that, I still have the same issue when I start Madden 23 on my PS5.
