PLEASE HELP - MISSING GEMS

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

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

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

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!