Please Help - Missing Gems due to Unauthorized purchases

I tried "contact us" and the chat option but I keep getting an error message. My account was HACKED by my five year old while I was at work. I don't know how he managed to make six separate purchases in games and I don't even know what games it was in, but I was shocked to see he spent 363 gems!! I have been a member since around 2004 and never had this issue. Is there any way to get them back or to lock it so he cannot purchase these when his dad is watching him. I told him he cannot play the game when I am not home until I figure it out. I hope you can help me. I might make him his own account to play the simple games.

Also, my MERGE game has been glitching all day and not saving my progress. I left a message about that in the forum, and I believe it's being worked on.

Thank You, MOSEAN2

discussion

EA_Lanna
20 days ago
Hi mosean2,

mosean2 wrote:
My account was HACKED by my five year old while I was at work. I don't know how he managed to make six separate purchases in games and I don't even know what games it was in, but I was shocked to see he spent 363 gems!!

Oh no, I’m really sorry that happened. That must have been so stressful to come back and discover. I'll do my best to point you in the best direction for help with those charges.

You will need our support team's help with this.

Before reaching out to them, I’d recommend not using the word 'hacked' for this. ''Hacked' usually points to an account security breach, such as someone using code to bypass or break your account protections. When support hears that, they’ll naturally focus first on securing the account. Based on what you’ve shared, though, this sounds more like your child opened your game and made unauthorized purchases, but please correct me if I've misunderstood.

If I'm right on that, I'd recommend referring to this as 'unauthorized purchases made by a minor,' as that should make the issue clear from the start and help you get the right kind of assistance faster.

It may also help to gather the transaction ID's from your Order History. They'll be in the Payment and Wallet tab. Having those ready to share with the support agent could help speed things up.

Once you're ready to connect with them through live chat, follow the steps in this guide to create a support case:

[Pogo] How to Contact EA Support

They'll do their best to help you from there.

- EA_Lanna

5 Replies

Replies have been turned off for this discussion

abbycattx
Hero+
20 days ago
mosean2

Hello and thanks for reaching out! Here in EA Pogo Forums, they are unable to provide assistance with certain account issues due to being in a public forum. For your privacy and security, please contact EA Help through their secure channels. Simply log in using your Pogo credentials > Pogo – Official EA Help support

"My account was HACKED by my five year old while I was at work. I don't know how he managed to make six separate purchases in games and I don't even know what games it was in,"

*Please know that EA Help will present a series of inquiries to verify your identity as the account owner. I highly recommended having all relevant account information prepared. Identifying the specific six separate transactions can be found under our Gem Transaction Record and also on EA Help, here is a guide to help → ⚖️How to verify and view your Pogo Information on EA | EA Forums - 10363354

For Future Readers: Steps to Keep Your Account Safe

Secure your Pogo Account

Accounts nor passwords should be shared

Log Out of Pogo When You’re Not Home or Not playing

Use a strong, unique password and update it if you believe it may have been exposed.

Turn on EA Login Verification (2FA)

Do not Save Passwords in the browser

Use Browser‑Level Restrictions

Create & Monitor a Separate Account for a Child (Pogo is free)

Pogo User Agreement

🌟Pogo allows gameplay without being logged in, however purchases require a login and username.

Hope everything works out for you and Take Care!
mosean2
New Novice
20 days ago
there is no way to "contact us", I get an error message every single time I try to write my issue. I tried to go through all the options and it still tells me to click "contact us" and I have no one to help. Please get me somewhere that I can get help. or an email or something
EA_Lanna
Community Manager
20 days ago
Hi mosean2,

mosean2 wrote:
My account was HACKED by my five year old while I was at work. I don't know how he managed to make six separate purchases in games and I don't even know what games it was in, but I was shocked to see he spent 363 gems!!

Oh no, I’m really sorry that happened. That must have been so stressful to come back and discover. I'll do my best to point you in the best direction for help with those charges.

You will need our support team's help with this.

Before reaching out to them, I’d recommend not using the word 'hacked' for this. ''Hacked' usually points to an account security breach, such as someone using code to bypass or break your account protections. When support hears that, they’ll naturally focus first on securing the account. Based on what you’ve shared, though, this sounds more like your child opened your game and made unauthorized purchases, but please correct me if I've misunderstood.

If I'm right on that, I'd recommend referring to this as 'unauthorized purchases made by a minor,' as that should make the issue clear from the start and help you get the right kind of assistance faster.

It may also help to gather the transaction ID's from your Order History. They'll be in the Payment and Wallet tab. Having those ready to share with the support agent could help speed things up.

Once you're ready to connect with them through live chat, follow the steps in this guide to create a support case:

[Pogo] How to Contact EA Support

They'll do their best to help you from there.

- EA_Lanna
EA_Lanna
Community Manager
20 days ago
Hi mosean2,

Just spotted this reply.

mosean2 wrote:
it still tells me to click "contact us" and I have no one to help

By clicking 'Contact Us' a chat window should appear in the bottom right. The answers you share to the questions it asks will be used to generate a support case. Once it's done, you should be entered into a queue to connect with a support agent through live chat, who will try to help you with this.

If you're running into issues with that, could you share a screenshot of the chatbot conversation and what options you've selected?

Also, what guide did you use to find the 'contact us' option? Could you link it here please?

- EA_Lanna
EA_Lanna
Community Manager
6 hours ago
Hi mosean2,

It's been a while, we're hoping that means the advice we shared set you on the right course, and you were able to connect with our support team for more help. 🙂

We're going to wrap up this discussion for now, but if there's anything more you'd like to share or ask, don't hesitate to start a new thread or jump into an active one, and we'll do our best to help with recommendations.

Thanks and happy gaming o/

- EA_Lanna