Community Manager
Hey there!
Is there any way you can recover that email address or see if it was ever created in the first place? Since Madden has been around for a long time some players created their account a while back, so during the account creation phase they used an older email or made up an email that never existed. If the email doesn't even exist, any way you can go to the email provider and create the email so you can then log in with a password reset>update the email address to the one you want?
We take account security very seriously and normally owners have access to the email address registered to an account. Don't have access to the email? No worries! You'll just have to prove to us you're the actual owner by filling out the account recovery form.
Since you've been in the process of doing that you're on the right track but it sounds like there could be some information that's not passing the form. You'll need to contact our account recovery team by resuming your case at Help.EA.com. I can totally get where you're coming from on wanting to jump into the game and just play it, but with the rise of Ultimate Team and how players spend a lot of time into it, we want to make sure that progress and all other games are protected under an EA account by ensuring it's the owner before handing over the keys to an account.
I hope all is well heading into the weekend and that we see you on the field soon.
There is no way to resume the case. It simply puts me back at the beginning of the process having el fill
out the exact same form I can’t figure out how to elaborate on anymore and makes me resubmit. That’s what happens when I go to my cases and hit resume. They keep getting marked as resolved when nothing is resolved.,’ I have contacted Microsoft and escalated the case. They were more than happy to help seeing as they verified I am exactly who I am. I have no idea how this is connected to the false email. It’s not their problem but they understand how frustrating it would be to have your gamer tag held hostage from a game I purchased and how nobody will actually contact me to help. It’s all automated emails and even you referred me to the exact same loop I’ve been in. I’m going to try to create the email and see it I can get it sent to it, but EA should have a better account security protocol. I can literally log into the account if I use my the Xbox log in tab on EA, but it won’t let me change the email without knowing the original password to the email. Again, instead of referring me to the same loop I’ve been stuck, CAN A REAL PERSON REACH OUT TO ME?! [edit: email address removed] I guess I have to wait and see if anybody at EA cares enough to contact me and release my verifiably mine XBOX account from the false email addess, or if your going to respond with the same EA help link that never helps, or for Microsoft to contact their EA reps and fix the issue. I’ve literally commented on your Facebook page with my real name and Facebook account, I’ve emailed Andrew Wilson, CEO of EA, I’ve sent in multiple desperate pleas to contact me where I can easily prove with state issued ID and Microsoft verification that the Xbox account belongs to me, I’ve spoken to two phone reps that have promised to escalate it, and even the operator at the corporate office promised to email and escalate the issue. Nobody has helped or reached out other than refering me to fill out their form with information I don’t know or remember, or get access to an email I’ve never used. Imagine I’m not a liar and a con artist for a second, or this was happening to one of your friends or family and nobody is willing to help. I understand it’s just a petty football game and a very first world problem, but I am your consumer and your product won’t work with MY XBOX account and nobody will help or cares. Please, if you’re a person who care about their job and your customers PLEASE CONTACT ME.
