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26 Replies

  • fastgreens's avatar
    fastgreens
    5 years ago

    @EA_Blueberry   Ho owns the full game.  Madden MVP 21 Edition.  Tech Support opened issue 70721954, but I am receiving no help at all.  Ridiculous.

  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Admin rankCommunity Admin
    5 years ago

    @fastgreens 

    Can you login to his account on our EA Help site by selecting the PlayStation login option (PlayStation logo) when you submit the email and password? You'll need to use the credentials for his PlayStation account. Make sure you are logged out of the account at Help.EA.com if you're automatically signed in.

    Once signed in, then try loading up Madden NFL 21 on his account. If you're not getting any message indicating online access and simply can't login, this could help.

    If it doesn't help, please contact our Support team again and verify your son's account has online access permissions. Online access could be revoked due to account actions or if the account is considered under age. 

    https://help.ea.com/en-us/help/account/online-access-for-child-accounts/

  • fastgreens's avatar
    fastgreens
    5 years ago
    @EA_Blueberry Already went through that. He cannot login to the help site using his credentials (email/password)... Get an error. His account is an "under age" account, but that should NOT prevent him from playing the on-line Madden modes. Tech support also confirmed this for me. His account works 100% ok with Madden20, including MUT (on-line) mode. So, online access is not revoked for his account. This is some sort of an issue with Madden21. I'd appreciate whatever you can do to get it resolved.... we've been at this for 2 months with no resolution.
    I'm even willing to accept a solution that simply removes the "under age" restrictions from his account. I just want him to be able to play the game...
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Admin rankCommunity Admin
    5 years ago

    @fastgreens  @tee_I_bee 

    This is really tough to determine what the root cause is because it's going to be account based. I'm taking off now for the weekend and will return next week. I'll flag this down to the team to see if there is anything they are aware of, but I think you'll ultimately need to have your account looked at by our specialists by resuming a case at our Help site. Our forum staff is not able to make any account changes, but I'll pass this along and see if we are aware of any workaround fixes. I'm sorry this is impacting your son's account for this long. I'll update you as soon as I hear more. 

    Happy Holidays,

  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Admin rankCommunity Admin
    5 years ago
    @fastgreens wrote:
    @EA_Blueberry Already went through that. He cannot login to the help site using his credentials (email/password)... Get an error. His account is an "under age" account, but that should NOT prevent him from playing the on-line Madden modes. Tech support also confirmed this for me. His account works 100% ok with Madden20, including MUT (on-line) mode. So, online access is not revoked for his account. This is some sort of an issue with Madden21. I'd appreciate whatever you can do to get it resolved.... we've been at this for 2 months with no resolution.
    I'm even willing to accept a solution that simply removes the "under age" restrictions from his account. I just want him to be able to play the game...

    @fastgreens 

    We unfortunately can't remove the underage restriction on the account due to legal reasons we have to comply with for local governments. Question though, when you said your son gets an error when he tries to sign into our website. Is this the EA login info he is attempting to use or the PlayStation login credentials when he selects the "Login with PlayStation Network" option?

  • fastgreens's avatar
    fastgreens
    5 years ago
    @EA_Blueberry He gets that error reply when he uses the browser - right on the playstation itself - and tries to login using the Playstation login credentials ("Login with Playstation Network" option). Tech support had us try that before they officially opened a case, and routed it "to the development team as a software bug"... Wish I could remember the exact error, but it was something to the effect of "Your account is not authorized to access this site" (not a username/password sort of error)
  • fastgreens's avatar
    fastgreens
    5 years ago
    @fastgreens @eEA_blueberry: The original case was number 70721954. I just checked it and they closed it on me without ever providing a resolution. Complete disregard for customer service. I'm going in circles here. How do we escalate and get some help?? This is a problem on EA's side, not mine!
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Admin rankCommunity Admin
    5 years ago
    @fastgreens Do you get the same error on a different browser, such as Firefox or Chrome? (Not sure which one you're using)
  • fastgreens's avatar
    fastgreens
    5 years ago
    @EA_Blueberry Different error. Not nearly so informative. if I try to login to help.ea.com for example with his PSN creds using my Chrome on my Mac, I get just a generic "Your credentials are incorrect or have expired" error. When we try on the browser that's built into the PS4 (same site), the error we get is something like "Your account is ineligible"... that seemed important to the tech. But, like I said, they never resolved anything and the case is closed.
  • fastgreens's avatar
    fastgreens
    5 years ago
    @EA_Blueberry: Finally figured it out with help from Seth at Tech Support. Thera ere new under-age-15 restrictions in place starting with Madden 21. Ultimately, these restrictions were responsible for my son's issues. We were able to work around it by having me take ownership of the account. Thanks for your efforts to help.
  • AnthonyD_325's avatar
    AnthonyD_325
    5 years ago
    @fastgreens I'm having the same issues about not being able to play because the ea account isn't linked to my PlayStation network account, is there a phone number you can give me so I can try and get my issues resolved?
  • AnthonyD_325's avatar
    AnthonyD_325
    5 years ago
    @Neo_Novalis Would you by any chance know how to connect my PlayStation account to my ea account so I can play online? Or know what to do to fix my problem which is I'm not allowed to do anything online, only able to play offline Franchise mode.
  • Neo_Novalis's avatar
    Neo_Novalis
    Hero+
    5 years ago
    @AnthonyD_325 unfortunately, I'm not used to playing on PS, but hopefully one of these links might help:
    https://answers.ea.com/t5/Technical-Issues/How-to-Fix-Invalid-Account/m-p/9461464#M1741
    https://answers.ea.com/t5/Technical-Issues/Unable-to-Connect-to-EA-on-Madden-21/m-p/9441163#M641

    and one approach came up my mind. I've read that power cycling your PlayStation might help if you have an issue connecting to EA's servers.
    how to do it (taken from a post by @EA_Aljo): >>>unplug your modem, router and console. After 2 minutes plug in the modem and router. Let them come back online completely. Then plug in your console and start it up.<<<

    hope that helps. good luck.

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