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Sammich13378's avatar
Sammich13378
6 years ago
Solved

Old Email Address for Account

So, as the subject suggests I bought NHL20 last week to play with friends during this isolation and when I installed, it popped up with "Sign in to your EA Account" and then an old email address of mine from god knows when was auto populated.  So I went through the webform and filled out as much as I can remember, however apparently that isn't enough or accurate enough because they came back and said they could not verify my account. This makes sense because my IP address has changed maybe 4-5 times since this email address was even active (its been terminated).  I don't remember what games I would have bought with this email address linked to the account (does it go back to PS3?).  I bought Star wars Battlefront on my PS4 and that wasn't an issue to play online???

The answer I received from IT was just, you're hooped.  This is insanely frustrating as it took 3 days to get this "answer".  So the solution from EA is there is no solution and the game I bought was a waste of money?   I have access to the email address that is currently connected to the PSN ID  I BOUGHT YOUR GAME WITH, how is that not enough?  Why is me purchasing the game from the PS Store not enough, why do I even have to login to this stupid EA account (you're the only company that does this with Playstation games).  

Edit: Removed content breaking forum rules. -CM

  • EA_Aljo's avatar
    EA_Aljo
    6 years ago

    Hello,

    We've been discussing this in PMs, but I wanted to add this note for public visibility in case others are having the same issue. The only way to get this resolved is to go through the account recovery process here: http://help.ea.com/account-recovery/web-form. That form needs to be filled out when you don't have access to the email on the account.

    You need to have an EA account for multiple reasons. One, it lets our support team help with account issues. Sony and Microsoft can't help with issues pertaining to missing items/currency in Ultimate Team, Battlefield, Apex, Battlefront, etc. That's for us to manage. 

    It's also a means of security. We do our best to make it as difficult as possible for people to steal accounts and sell off the content you worked hard for and also may have purchased.

    The best I can advise is that you fill out the form again and try to answer the questions as best you can. I definitely understand the frustration here, but we can't just give people access to accounts without proving they own them. That would be a very big security flaw.

14 Replies

  • chadalac622's avatar
    chadalac622
    6 years ago

    Hello - when I try to play online for NHL20, I'm prompted with log-in info for an account/email that I have not used in a very long time. The email account has been deactivated for several years and isn't recoverable. I am needing this changed to a current email address if possible.

    My xbox gamertag is Ubigdosser79 - the email listed is [edit: email address removed] and I need it to be changed to [edit: email address removed]

    Any and all help is greatly appreciated.

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

    Hello,

    We've been discussing this in PMs, but I wanted to add this note for public visibility in case others are having the same issue. The only way to get this resolved is to go through the account recovery process here: http://help.ea.com/account-recovery/web-form. That form needs to be filled out when you don't have access to the email on the account.

    You need to have an EA account for multiple reasons. One, it lets our support team help with account issues. Sony and Microsoft can't help with issues pertaining to missing items/currency in Ultimate Team, Battlefield, Apex, Battlefront, etc. That's for us to manage. 

    It's also a means of security. We do our best to make it as difficult as possible for people to steal accounts and sell off the content you worked hard for and also may have purchased.

    The best I can advise is that you fill out the form again and try to answer the questions as best you can. I definitely understand the frustration here, but we can't just give people access to accounts without proving they own them. That would be a very big security flaw.

  • Sammich13378's avatar
    Sammich13378
    6 years ago

    Let's just be clear here...

    I don't want access to this old EA account.  I want to create a new one to play NHL20 (A brand new game i just bought) without having to create a new PSN ID. 

    No one will have access to the old account now because that email has been terminated.  So I'd be creating a new account and starting fresh. Old account can stay "secure" as is and no one is stolen from...  Unfortunately this is not an option because of this ridiculous setup.  

    Thank you EA_Aljo for being responsive, I have nothing but respect for that.  But this is a really stupid/flawed setup by EA and NHL20.  I own a lot of playstation games and i can tell you this is the ONLY ONE that required me to sign onto some third party account to play it.  

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

    @Sammich13378 

    I definitely understand the frustration. I'm very sorry for that. Many people own multiple EA games. Having an account with us allows us to support the games you own as well as keep the content on those games secure.

    I think you should try contacting Sony to see if they can refund you since you're not able to gain access to the account your PSN ID is linked to. That or continue to try to work with the account recovery team to regain access.

  • HomminShlong's avatar
    HomminShlong
    5 years ago

    I understand that you don’t want to give people access to accounts without proof, but atleast make it so I can change the email in the log in. This is so shocking to me that EA allows so many complaints from customers without making the slightest attempt to fix them. 

  • XY0uT3L1mEx's avatar
    XY0uT3L1mEx
    5 years ago

    hey,

    I have the same sign in issue as the person above. I have open 4 different cases with EA now starting from last week. I have filled out the recovery form 3 times and still no word from EA. The latest person I talked to said my information on the first 2 forms were incorrect. How can I know information from an account I haven't signed in on in over 5+ years? Secondly, How much information does EA need to have to verify the account? I doubt hacking into people's EA accounts is such a huge issue that it requires a person to provide huge amounts of correct information in order to gain permission to log into their account. Am I crazy? I still cannot sign into NHL 20 and play online due to this issue. 

    Also, would it be faster to just have the account deleted? This could take 5 seconds I feel like, just a click of a button to delete the account so I can just make a new one and be able to play NHL 20. I am very displeased with the service of EA throughout this process so far. I REALLY just want to play the game that I love, yet this whole process is holding me up. 

    Feel free to check into my cases and help me out with this issue

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

    @HomminShlong 

    Being able to change the email without verifying ownership would let someone take over accounts too easily. You can edit your own email by going to www.origin.com, but you will need to verify ownership of the current one to do that. If you don't have access to the email on your account, please fill out this webform so an advisor can help - http://help.ea.com/account-recovery/web-form.

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

    @XY0uT3L1mEx 

    It actually is a huge issue. People attempt to steal accounts very frequently. This is why this can take so long to resolve and why we require so much information to verify ownership. We also can't make it so easy to delete accounts. Yes, you can have your account deleted, but you need to verify you own it first.

    I see you've been talking to support. You're not providing enough accurate information in order to recover the account. The best I can tell you is to try to recall anything other details that might help prove the account is yours.

  • audri44's avatar
    audri44
    5 years ago
    @EA_Aljo Hi,
    I am having a similar issue. I play Sims 4 through Origin and I play very often. I was logging in the other day with the correct password but got a message that my password expired. Unfortunately, the email address linked to my Origin i no longer have access to. I’ve had this account made for many years so that email address is old. I have filled out the web form 3 times and each time EA was unable to verify my account. I am entering all the correct information on the form, I even had price, date and time of my most recent purchase. I provided IP address on the computer I always play on. Card numbers on the account etc. I’ve been dealing with this for almost five days now and have been back and forth between twitter help and live chat. I’ve spent sooo much money on my game and am unable to get back into it. It’s extremely frustrating because I don’t know what I’m doing wrong and why EA is not able to verify my account when I am providing a ton of information
  • chadalac622's avatar
    chadalac622
    5 years ago

    I have followed the instructions for account recovery and have submitted 2 cases, one on April 1, and another on April 9 with no response. I literally cannot play your game because of your configurations. I cannot imagine the thousands of players you have lost by this insane process. I can give any and all information needed by an EA rep, if only I had a reply.

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