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thellen911's avatar
thellen911
6 years ago
Solved

Gamertag associated with wrong account...need HELP

Hi EA

Need help with a weird situation regarding online play with NHL 20

My and my stepfather want to play online together but I always get an error message by trying to play with him directly, and everything is fin playing VS any other random online player.

So after doing alot of research...I found out that this is probably the problem :

I connected to my EA accont on ea.com and saw that his gamertag has been associated to my EA account since we both had Xbox 360

We both have different microsoft accounts, different xbox live gamertags, but still can't play together.

We never had this problem playing online together until we switched to NHL 20.

Should I get his gamertag removed from my EA account ?

I tried revoking his Xboxone access but then he needs to relink from his console else he cannot play online anymore....very weird conflic right there.

I have an EA account ready and available for him so I could have his gamertag transfered there if this is the conflicting situation.
I tried the support section but seems like there were no available contact options....

With the current lockdown due to corona virus we would of liked to be able to play together online...

Thanks

Alex

  • thellen911's avatar
    thellen911
    6 years ago

    Problem solved

    we had to remove friend gamertag linked to same account as mine (persona remove from ea account)

    Live chat with ea advisor did the job

    still weird as it was never a problem with past NHL games until NHL20.

    Then had to erase his game data related to NHL20 on his xbox and tada!!!...problem solved !

    Thanks to @EA_Aljo and both advisors that helped on the solution.

7 Replies

  • thellen911's avatar
    thellen911
    6 years ago
    @thellen911 OK so i saw there are other people with the same problem and seems like the only situation is contact live support...so I guess if we'ere out of the available timeframe due to corona virus, the website doesnt show the options ?
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hi there, @thellen911.

    I'm not totally sure having your gamertags on the same account is the problem. Normally, this is a NAT issue. Can you both check the Network Settings screen on your consoles and let me know what it says for the NAT type? Also, check your router and make sure UPnP is enabled.

  • thellen911's avatar
    thellen911
    6 years ago

    Hey @EA_Aljo 

    Thanks for the reply

    I have resetted completly my router, hard resetted my Xbox also

    Both Xbox on both ends show NAT as Open

    Router showing Updp as active too

    What tickled me a week or 2 ago is when I launched back NHL20 after quite some time without playing

    It showed me the game as starting from scratch. Gaming score got reset to 0.

    Like I said at first...looks like there's a bug of having the 2 Xbox gamertag stuck under the same EA account. Never was a problem with old NHL games though...only this one... ??

    So as for now, still cannot play VS a friend online, but other random players, yes.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    @thellen911 

    Can you have your friend check their NAT? If theirs is strict. they won't be able to connect to you for versus games.

    If you want to try to get the gamertag removed, you'll need to open a case here: https://help.ea.com/en/contact-us/new/. It might not be possible as it causes you to lose all progress on all EA games. Any Ultimate Teams would be reset as well as Apex Legends characters, Battlefield soldiers, Battlefront 2 charactes, etc.

  • thellen911's avatar
    thellen911
    6 years ago

    Problem solved

    we had to remove friend gamertag linked to same account as mine (persona remove from ea account)

    Live chat with ea advisor did the job

    still weird as it was never a problem with past NHL games until NHL20.

    Then had to erase his game data related to NHL20 on his xbox and tada!!!...problem solved !

    Thanks to @EA_Aljo and both advisors that helped on the solution.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    @thellen911 

    Great! I'm glad this resolved the issue for you. If there's anything else you need help with, please let us know. Thanks!

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