I can’t play online

Product: Madden NFL 20
Platform:Microsoft XBOX One
Which console generation do you have? XBOX One
What is your gamertag/PSN ID? ExactableFour29
Date/time issue occurred 9/21/19
What type of issue do you have? Crash/Freeze
Which mode has this happened in? Ultimate Team
Which part of the mode? Solo Challenges
Summarize your bug When I load in, it says that I am denied access to my ea account, so I can play neither ultimate team or superstar KO
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I don’t know. I just want to be able to play
What happens when the bug occurs? I get a notification on my screen, and I am unable to play online
What do you expect to see? I expect to load into the game properly instead of getting an error notification every time
PS4 Crash Reporting: Please copy the text you put in the crash report here.
What is the AMD or Nvidia Model Number of your graphics card?
Enter RAM memory size in GB

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Here’s a screenshot of the issue

EA_Blueberry
6 years ago
@austinsportsbal @pigs638

Are you both able to reconnect after a power cycle with the console and network? Be sure to double-check your Xbox Live Gold membership is still active for that account and if you share it with another Gamertag on the console, check to see if the console has it set to be shared.

Reboot the Network

Unplug the modem/router power for about 5 minutes to refresh the network. A fresh connection can help clear up most basic connectivity issues.

Xbox One:

Power Cycle the Console

Turn off the Xbox One console by pressing the Xbox button on the front of the console for about 10 seconds until it shuts down completely.

Unplug the console's power cable. Wait 10 seconds.

Important Be sure to wait 10 seconds. This step resets the power supply.

Plug the console power cable back in.

Press the Xbox button on your console to turn on the Xbox One.

Clear Mac Address

Clear the MAC Address: From the Xbox dashboard select Settings>All Settings>Network>Network Settings>Advanced Settings>Alternate MAC address>Clear, then restart your Xbox.

14 Replies

austinsportsbal
6 years ago
I can’t either, but it is only for one of my accounts.
W3z_567
6 years ago
Mut won’t work I try to load it up and it says our server cannot process your request please help
EA_Blueberry
Community Manager
6 years ago
@austinsportsbal @pigs638

Are you both able to reconnect after a power cycle with the console and network? Be sure to double-check your Xbox Live Gold membership is still active for that account and if you share it with another Gamertag on the console, check to see if the console has it set to be shared.

Reboot the Network

Unplug the modem/router power for about 5 minutes to refresh the network. A fresh connection can help clear up most basic connectivity issues.

Xbox One:

Power Cycle the Console

Turn off the Xbox One console by pressing the Xbox button on the front of the console for about 10 seconds until it shuts down completely.

Unplug the console's power cable. Wait 10 seconds.

Important Be sure to wait 10 seconds. This step resets the power supply.

Plug the console power cable back in.

Press the Xbox button on your console to turn on the Xbox One.

Clear Mac Address

Clear the MAC Address: From the Xbox dashboard select Settings>All Settings>Network>Network Settings>Advanced Settings>Alternate MAC address>Clear, then restart your Xbox.
pigs638
6 years ago
Apparently I was accused of cheating (which I have no clue why I’d cheat in madden because I have an 86 overall ultimate which is really good), so now I’m suspended for cheating. Is there a way that I could gain access to my account again because I just want to play.
EA_Blueberry
Community Manager
6 years ago
@pigs638

If your account is suspended or banned here is how to dispute the action: https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/
silkvgnr1123
6 years ago
I haven’t been able to play any online mode in over a week... Every time i load into MUT it says, “Our servers cannot process your request at this time. Please try again later.” Sometimes when i click on it it says,” Your account has been denied access to this feature. Contact customer support for more information.” If i try to make a cloud franchise league it says, “Your account has been denied access to this feature. Please contact customer support for more information. You have been returned to the main menu.” And superstar KO says, “Your account has been denied access to this feature. Please contact customer support for more information.” I haven’t done anything that would even get me banned the last thing i can remember doing after i was able to play was buying a gold lamar jackson on the madden companion app. Please help i just want to play one of the few games i enjoy.
dave2118
6 years ago
I have had the same issue for over 2 weeks. Uninstalled the game, restarted the router. Everything that I've read to do.
I still can not play MUT or Superstar KO, same as listed by the OP. I've contacted EA support and they have twice confirmed my account is not suspended.
silkvgnr1123
6 years ago
they haven't responded to me and I have been messaging for a week
silkvgnr1123
6 years ago
Product: Madden NFL 20
Platform:Microsoft XBOX One
Which console generation do you have? XBOX One
What is your gamertag/PSN ID? Carter Stanley
Date/time issue occurred Roughly November 10th, 2019
What type of issue do you have? Crash/Freeze
Which mode has this happened in? Ultimate Team
Which part of the mode? Solo Challenges
Summarize your bug I am unable to play any online mode. When i try to load into Ultimate team i get a message saying they are unable to process my content, and when i attempt to load into Superstar KO or a cloud franchise i get a message saying i have been denied access.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Not sure
What happens when the bug occurs? I get an error message when i load into online modes
What do you expect to see? i expect to see an error message when i
PS4 Crash Reporting: Please copy the text you put in the crash report here.
What is the AMD or Nvidia Model Number of your graphics card?
Enter RAM memory size in GB
‌
...
EA_Blueberry
Community Manager
6 years ago
@silkvgnr1123 wrote:

I haven’t been able to play any online mode in over a week... Every time i load into MUT it says, “Our servers cannot process your request at this time. Please try again later.” Sometimes when i click on it it says,” Your account has been denied access to this feature. Contact customer support for more information.” If i try to make a cloud franchise league it says, “Your account has been denied access to this feature. Please contact customer support for more information. You have been returned to the main menu.” And superstar KO says, “Your account has been denied access to this feature. Please contact customer support for more information.” I haven’t done anything that would even get me banned the last thing i can remember doing after i was able to play was buying a gold lamar jackson on the madden companion app. Please help i just want to play one of the few games i enjoy.

@silkvgnr1123

That message implies your account has been suspended or banned. Have you contacted our Terms of Service team yet? They will be able to verify if your account has been actioned, although you should have revived an email regarding an actions taken on your account. Be sure to check the email address registered to your EA account as well as the junk/spam folders where it might have been filtered to.

How to contact Terms of Service: https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/