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M_Bison1's avatar
M_Bison1
4 years ago
Solved

Cannot play any EA game since purchasing a PS5

Hi I have played EA games on my PS4 for years no problem - since setting up a new PS5,  I cannot play any EA game on PS4/PS5 - I am in an eternal loop of you EA password needs to be reset?  My accou...
technical issues
  • EA_Mako's avatar
    EA_Mako
    4 years ago

    @M_Bison1 

    Totally understandable.

    Based on that new image you've attached and what you've mentioned here, it sounds like the account that has your linked PSN is inactive, so it's not letting you go through that final step to actually log in and see which email was used. At that point the password reset wouldn't do much else so we'll need to have support take a look with you directly.

    At that point the best options to select when opening a case would be Origin > PC > Manage my account > Manage account details. This link should select those options, but I'm currently able to open a new case manually choosing those as well. Let me know if you're able to get one created that way! 

    That should let support track down the right account using your PSN username and get started with that recovery process from there. 

EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
4 years ago

Hey @M_Bison1!

This can pop up in some situations when an account has been inactive for an extended period of time.

You should be able to try logging out of your current account and signing back in at https://help.ea.com/en/ 

Rather than entering the EA Account email/password to sign back in, you should have the option to log in using your PlayStation account info instead if you click that symbol at the top.

That should log you into the account and let you reset the password or make necessary changes from this account page.

If that's still not allowing you to make changes or pull up the account in the first place, please reach out to support directly and they should be able to help track that down using your PSN username as well.

  • M_Bison1's avatar
    M_Bison1
    4 years ago

    Thanks for the prompt reply - doing that sign out and sign in selecting Sony - on the first few attempts it did allow me to enter my Sony username and password but this would never complete and hang then show an error and force me back to retrying.

    This was a while ago now when ever I choose the Sony option it automatically says this screen (again about resetting) see attached image.

    Thanks 

    Also the 'contact us' page is a bit useless - I can't get past the "choose game or service" landing page which shows my origin games ..? Please help 

    • M_Bison1's avatar
      M_Bison1
      4 years ago
      @M_Bison1 Also need to add, i have reset my password via this process and it didnt fix it - I am reluctant to do this again.
      • EA_Mako's avatar
        EA_Mako
        Icon for Community Manager rankCommunity Manager
        4 years ago

        @M_Bison1 

        Totally understandable.

        Based on that new image you've attached and what you've mentioned here, it sounds like the account that has your linked PSN is inactive, so it's not letting you go through that final step to actually log in and see which email was used. At that point the password reset wouldn't do much else so we'll need to have support take a look with you directly.

        At that point the best options to select when opening a case would be Origin > PC > Manage my account > Manage account details. This link should select those options, but I'm currently able to open a new case manually choosing those as well. Let me know if you're able to get one created that way! 

        That should let support track down the right account using your PSN username and get started with that recovery process from there. 

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