Help creating a help case
Hello all you helpful forum posters!
I am trying to create an EA help case for my wife’s EA account to recover her PvZ2 progress on a new iPhone.
While logged into her EA account, I submitted a missing data form submission on this page: https://help.ea.com/en/customer-care/
But afterwards, her account still says no help cases have been submitted.
Does anyone have any suggestions for what is going on, or how to actually create a help case?
Thank you for your time!
Joe
Hi EA_Lanna,
Thank you for following up with me on this. I’m happy to report that I’ve been able to get our issue resolved by using the text chat with EA! For posterity, here’s what happened:
Following the advice of some other online posts, I opened up a text chat with EA by following these steps:
- Open the EA Help page for PvZ 2.
- Select any of the specific issue options presented there (e.g., “How to find your mobile ID…”), even if not exactly what is going on.
- Scroll down to Contact Us button and select that.
- Submit a case using that form.
- On the page that comes up after you submit the case, select the “Chat with Advisor” button.
At ~7pm EST on a Tuesday I had basically no wait before someone responded. After describing my issue I got transferred to a “dedicated queue”. Again, someone responded within a couple minutes. It was in Chinese, but when I politely said I only spoke English I got an English response quickly.
From there, after submitting screenshots of my Player ID on the old iPhone and on the new iPhone (text ID string was not useful for some reason), the advisor did some backend work on the server, and we tried a few things.
What ended up working was me reinstalling the game on the new phone, despite my fear that it would make us play through the entire too-long tutorial again to even resume troubleshooting. But instead, this time as soon as I opened the game after reinstalling it said it saw 2 accounts, showing me their progress: the brand-new one, and the old one with all of our plants unlocked, etc. I was able to select the old account, and everything worked fine from there! Total time on text chat was ~45 minutes, but could have been much faster if I had tried reinstalling sooner and had my screenshots ready.
Afterwards, I noticed that we had finally received a couple emails acknowledging the couple help cases I had tried to open (I’ll go close those next). I’m not sure why those took over 24-48 hours to appear. Regardless, text chat for the win!
To anyone else who encounters this same issue in the future (hello me in 3-5 years!), I wish you luck. I had previously used the Cloud button on the game’s main screen to register our EA account on both the old and new phones, so make sure you’ve done that.
Joe
