Forum Discussion

2 years ago

Solved

EA Account stuck on loop

Product: NHL 24
Platform:PlayStation 5
What is your gamertag/PSN ID? afeelv
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Download the game on trial (10 hours) and when you are offered to login into your EA account press "back" in order to skip it.
What happens when the bug occurs? it goes for a loop asking to login, selecting language, then game freezes for 1 sec and back to login.
What do you expect to see? Main menu..
Was the issue in online or offline mode? Online
Insert Game Mode or Feature here What is this? I can't even launch the main menu to tell you about game mode..
What time did you see the bug? (HH:MM AM/PM) 10:00 PM
What is your time zone? EAT - GMT + 3:00
EASHL issues? Please insert your Club Region.
What is your game language? English

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I'd like to report a bug in the NHL24 game on my PS5 console.

The issue is as follows: Since I lost access to my EA account (as it was registered on my previous corporate email address) I'm restricted to playing NHL in online mode, which is acceptable, I can do offline.

However, when I launch the game (trial version) from subscription, I'm presented with three options - Stanley Cup final game, free skating, or the main menu.

The first two options work fine without requiring an EA account. But when I try to access the main menu, it prompts me to log in with EA that has been linked to my PSN account, which I skip because I've lost access to that account and can't unlink it from my PSN account.

After skipping the EA login, I choose the language, and it then loops back to the EA login, creating an endless cycle. I'm stuck and unable to proceed." And now since I tried to go to main menu, it doesn't allow me to choose other two options (final game and free skating) so I don't see myself buying this game for now if I can't even play it offline.

This happens every time no matter what I do. Last time it happened was when I played NHL24 and that's 15.10.2023 around 22:00 UTC+3

I tried deleting and installing the game once again, that allows me to get to main menu and free skating again. Tried to delete the game content, that resets the settings and setup for the NHL, but does not change my issue with EA account.

If video is required, I can send it later this night.

bug

EA_Aljo
2 years ago
Hi there, @pieejams

Most likely, this has to do with losing access to the account. An advisor should be able to assist with this though. Try opening a case here to get in touch with one. Thank you.

3 Replies

EA_Aljo
Community Manager
2 years ago
Hi there, @pieejams

Most likely, this has to do with losing access to the account. An advisor should be able to assist with this though. Try opening a case here to get in touch with one. Thank you.
pieejams
2 years ago
I thought so too, but the other games such as NHL23, FIFA, etc, works quite well skipping the EA login.

I did open the case, but since I didn’t use the account for years and I cannot remember or reset the password, they are not able to help. I can’t recall what IP address I had 6 years ago, or what were 4 last digits of my credit card few years ago.

I am quite confused, why they can’t unlink the account from my PSN if they see that my PSN account email and the email that I used to open the case are the same. The only thing different is the EA email.

anyway, any other suggestions? I don’t want to create new PSN and EA account and lose access to my current profile or switch between them..
EA_Aljo
Community Manager
2 years ago
@pieejams

It sounds like they are trying to verify ownership, but you're not able to answer those questions. Unfortunately, that's not something we can help with over Answers HQ. This has to go through an advisor since we can't perform ownership verification here.