Game
Need help with this issue
Forum Discussion
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
Community Manager
Community ManagerTry 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.
Thanks for trying. As I mentioned previously, when I go to EA Help, I'm no longer seeing an option to start chat if I try to resume an existing case or if I try to open a new case. I just get pointed to a help article. From the help article, if I click "get in touch with us" under "Still need help?" it just takes me back to the page with a link to the help article and there is not an option to start a chat (which I had seen previously).
Do you know if there is any way other than the online chat (which I don't seem to have access to currently) to open a case or speak to an advisor like an email address or phone number?
- EA_Aljo
You should also be able to submit a case by email. If you opened a case before by chat, follow the same steps. However, chat is not always an option and can be dependent on advisors being available.
I take it that means you don't know what the email address would be? I can't find anything on the website.
I guess I'll just keep checking for the chat option periodically and hope it shows up again at some point.
- EA_Aljo
There is no email address. It's just an option when opening cases. If you're not seeing it, continue to wait for chat to show up.
Gotcha, thanks.
Possible workaround – I saw another thread where someone having a similar issue was told by EA support to try turning off account verification on their EA account as a workaround. I tried it, and it seems to have solved the problem for now. Give it a shot if you’re still having issues connecting to the EA servers.
