Forum Discussion
Your stolen car analogy is an interesting one. When you buy a car, the owner needs to show proof they own it. When they only have a set of keys and no registration, how are you to know they actually own that car? They say they own it, but you're potentially buying a stolen car. Wouldn't you rather get verification you're not buying a stolen vehicle? If it were as simple as you'd like it to be, anyone who had a set of keys to a car should be able to sell it to someone else without worrying about who actually owns it. Obviously, that's not ok. Just because your brother says they own the account, it doesn't mean we should believe them, remove the link to their gamertag, which basically deletes all progress on all EA games, including Ultimate Team, and hand the account over to them. What if your brother wanted to play a prank on you and get all your hard work, as well as money you spent, wiped out? We've heard of this happening in the past so it's more likely than you think.
Again, I absolutely understand the frustration, but also try to see it from our side. We're trying to keep accounts with their original owners. When you don't know the details of your account, it doesn't look like you own it.
To address your new analogy, if the person selling the car was able to provide the title, they would legally be allowed to sell it to me and would not have to provide proof that they still had access to an old email address they used during the process of acquiring the title to the car.
Why would his specific gamertag automatically have this email address linked to it if he never owned the account? I understand your point that a user could lose all his EA progress if you were to remove the account and you have to be cautious of that but there still has to be a solution here at some point. If each gamertag only is allowed to be linked to one EA account then maybe the user can show proof that they own the gamertag itself, perhaps via showing proof they own their Microsoft Account.
Again, I understand where EA is coming from trying to protect users from losing their data, but at the same time they need to create a simpler process here that allows legitimate EA users to recover their accounts and continue playing. Otherwise EA will just continue to decline at an even faster rate than it already has been.
Rather than trying to come up with a witty way to address my analogy, why don’t you do your job and help your customer.
- EA_Aljo6 years ago
Community Manager
If they never actually played any of our games before and this is happening with the very first EA game they've played online, it's possible someone used their email to link their gamertag. That would mean they would have needed access to their email to make that happen. If they have played our games before, they would have linked their gamertag when this requirement comes up in game before you actually play.
I can't help you with this because it's not something we can do over Answers HQ. The only way to get the account back is go through the account recovery process. This is our way of keeping accounts with the legitimate owners. If the process was as simple as you'd like it to be, account theft would be very easy to accomplish.
At this point, there's really nothing I can do to help as it goes beyond the scope of what we can assist with on Answers HQ. That account recovery form needs to be filled out with accurate information in order to turn the account over to you.
- 6 years ago
He is the legitimate owner of the account and he tried going through the account recovery process. How do you recover an email that you don’t have access to. He first created the original email for his EA account years ago when he was a child. He doesn’t use that email address anymore and doesn’t have it linked to any of the email addresses he does use as an adult.
so your saying there is just nothing he can do at this point? - 6 years ago
This is not his first time playing an EA game but it is the first time an EA game has required he log in.
- EA_Aljo6 years ago
Community Manager
He could contact the provider of the email account to see if they can get them access to it. If they can, they don't need to go through account recovery. Otherwise, they'll need to answer the questions in the webform with accurate information so the account can be recovered.
- 6 years ago
Did you solve this ?
My relative is also having the same issue, PSN is linked to an old EA account that he has no access to and now he cant play any EA games on his playstation. - 5 years ago
Ea sports is becoming illegitimate .. your process is extremely flawed.. probably in some third work country
- 5 years ago
I’ve been unable to log in and play my brother online at nhl 2021 for the last three weeks
been playing ea sports games for the last 20 years with no issues .. all of the sudden now it’s an issue. When I contacted ea sports they gathered information from me.. private information then came back and said they were still unable to verify my account.. and to call back when i gather the correct information.. what??? I’m insulted.. thrush is the worst response to an issue like this I could ever imagine.. first of all how would I remember the CC on file 20 years ago? I gave you the last four on my current updated account which u til recently had no problems.. even when I purchased and played several Ea sports games.... after reading these accounts on here and the response for. The supposed community manager.. it dawned on me that these are amateurs in running customer service or they are not only collecting your new emails and last four of your new credit card then telling you it’s hopeless .. is borderline antitrust and fraud.. I encourage everyone to copy and paste this link and email PlayStation network for a more professional response as well as the better business bureau.. these new employees are the same as you tube google and others who will prey on your personal information and pass it on to their peers .. also make you have to get a new pan if and erase all of your connection to your precious games then make you ultimately either buy them again or purchase a new console.. plus the customer service agent said it was impossible to talk with a supervisor .. wth??? Very shady very very shady
hopefully if everyone experiencing this interaction with electronic arts sports CS or whoever they really are should report it to the better business burea..
- 5 years ago
I was able to do it through a chat member ..
you can update the email but have the PlayStation on to get the info they need to verify.. name bob and at least two ea sports games purchase date and last four of the cc used to purchase it.. under transaction history .. the date of purchase is displayed on all the PlayStation purchases .. use fetch my IP address to give them the user’s opinion address.. they should be able to verify it from all that..also use a new email like gmail to have them email the password reset.. once you do it successfully then restart the play station ..
good luck
- EA_Aljo5 years ago
Community Manager
I'm really sorry for all the frustration with this. We definitely want you to be able to play, but you also have to verify you own the account. That's why you're asked some specific questions since the account owner should be able to answer them. I understand it's difficult to recall details from years past. You may need to do some deeper research into your past to find that information. Unfortunately, we can't help with account issues on Answers HQ. You'll have to continue working with an advisor.
About NHL Franchise Discussion
Community Highlights
- EA_Aljo2 months ago
Community Manager
Recent Discussions
- 5 days ago
- 8 days ago
- 12 days ago