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JROD951's avatar
JROD951
4 years ago

Expired Credentials! Resetting password doesn’t work

For some reason I can’t play any ea games. Have reset my password multiple times but nothing happens. Going on 3 cases and and customer support replies once and proceeds to close my case right after....
technical issues
EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
4 years ago

Hey @JROD951,

Typically if you've reset your password and are still seeing that notice pop up when trying to launch a game, that indicates your Xbox account may be linked to a different EA Account.

To know for sure or to get this cleared up, you'll need to reach out to an advisor directly so they can take a look over the account with you and see what may be going on.

JROD951's avatar
JROD951
4 years ago

I have tried reaching out already. They require me to know the information of this other EA account or else they can’t unlink it. I’ve been using the same account for the past 9 years so I don’t know how they expect me to verify a new EA account that was never created under my permission. 

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    4 years ago
    @JROD951
    Just to clarify, this wouldn't be a new account, this would be the same account info that was entered the first time any EA title was launched from that particular Xbox account.

    Unless we're able to verify some additional information about the account that's currently connected, I'm afraid we wouldn't be able to make any changes.

    This would need to be verified with an advisor so you're welcome to reach out and try again, though we wouldn't have alternatives in this case.
    • JROD951's avatar
      JROD951
      4 years ago

      This is the first EA title I’ve played on my new Xbox Series X. It never prompted me with a sign in page. Just redirects me to the pop up screen that I posted earlier about resetting my password.

      • EA_Mako's avatar
        EA_Mako
        Icon for Community Manager rankCommunity Manager
        4 years ago
        @JROD951
        This would include any prior EA games played on previous console generations as well.

        That link would carry over from one generation to the next as long as you're still playing on the same account.

        If you didn't see the sign in page, that just means the account was already linked in the past.

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