Community Manager@EA_Cade Please help. I was able to receive a message from customer service. Account compromised. Now I have to contact EA on chat. I have tried multiple times through email to let them know that the CHAT option times-out on both sections of "manage my account" and "technical support." I have chosen different fields within each section and all hours. Is there any other way to get through to EA?
Community ManagerAre you using a Chrome browser? It also seems to work better if you're on a PC or using desktop mode on the browser on your mobile device. Can you try that?
@EA_Aljo I managed to get into chat with customer service (you were correct- I was on Safari and needed to go on Chrome). Tech support treated me like an idiot. Account recovery is impossible because the email associated with the game is completely unknown. No one in our household has EVER used that email address. This is only a problem with NHL 20 (digital download). Attached is a previous email from EA support and the transcript of the conversation with support.
Community ManagerIf you don't have access to the email on your account, you'll need to go through the account recovery process. That starts by filling out this form: http://help.ea.com/account-recovery/web-form.
I am writing this because I am furious. I had to change my password and when i logged back in I am being treated like a new member. My Princeyjo changed to some stupid name and I lost all my mini's, points, access to favorites. I can't find anyway to send a message or contact anyone. I can get into my account after screwing around but no way to do anything as everything is gone. [edit: email address removed]. I have been am member since 2015 and if this isn't corrected I am gone for good. How in the heck by changing your password do you loose everything.
Community ManagerHello, @leafytree2000.
What game are you trying to play? Regardless, normally when you're treated like a new player it's because you're logging in with the wrong email. That would mean you're logging into a different account than the one you usually play on.
I have this exact same issue. Member since 2012 and now I have no idea what the email is and tried account recovery through chat and now all my 9 years of purchases are gone. Screw EA. This is unacceptable.
Community ManagerI know this is incredibly frustrating. I'm very sorry for that. We'd love to get you back into your account, but you'll need to correctly answer the account recovery questions. Possibly you used the same details on other accounts from that time?
Perhaps you should better train your people so I don’t have to waste my time going through the process playing guessing games to learn the “correct” info to give? I’ve already done it twice. Your people failed to tell me things each time. For instance, the IP address you want is the routers global IP not the IP of the phone I’m communicating on OR the IP of the Xbox, both on a local network. Also, the purchase has to be an EA GAME not anything else unless made direct from EA (which I have NEVER done). So I’ll be trying again today and after this, NEVER buying an EA title again for myself of my children.
Community ManagerIf we used the IP of the device you're not playing on, that would be very easy for anyone to take over an account. I could contact support and claim an account is mine and give the IP of the device I'm on. That's not going to verify you own the account that is on a specific IP that is connecting to our games. I get the frustration and I hate to see it happen, but we have these measures in place to help ensure accounts are about turned over to the rightful owners.
The point is that two different “support” people failed to clarify exactly which IP address they need. A global iP is a lot different than a device iP on a local network. And you want the global iP I’m guessing since a lot of people have routers that auto assign 192.168.001 etc to devices locally
Community ManagerYou should be able to ask them to clarify what they need. It doesn't make sense they would use the 192 address as you pointed out since, as you mentioned, that's a local IP.
Community Manager
