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D0mme53's avatar
D0mme53
3 years ago
Solved

Can't login to Webstore - Special characters in Email Address aren't accepted

when i try to input my E-mail adress, i can't send it in Step 2/3. It somehow doesnt recognise the hyphen as a valid character and greys out the field.

(CM: Edited to update thread title)

technical issues
  • EA_Lanna's avatar
    EA_Lanna
    3 years ago

    Hi folks,

    For anyone running into this issue in the meantime, there is a workaround for this. As @PapsMan mentioned, you can update the email registered to the webstore to one without special characters. You can do this by updating the email address registered to the EA account linked to the webstore. Follow these steps to make that update:

     

    1. Go to your EA Account and Billing Settings.
    2. Click on the About Me tab. 
    3. Click Edit next to Email Address to update the email that we have on file.
    4. Type in the code we send you to confirm your identity, then change away!

    If you haven’t activated Login Verification, you’ll need to contact our support team to help you update your account information.

    - EA_Lanna

5 Replies

  • PapsMan's avatar
    PapsMan
    3 years ago

    Thanks Lanna, for getting back to us here. I have checked if everything is in order with the account. I have green checkmarks next to my primary email address, as well as next to my phone number. Login verification is also turned on and connected to my phone number.

    But the issue remains the same: as soon as I enter the - dash in my email address in step 2 of the Galaxy of Heroes Web Store login, the submit button becomes grey and I can’t complete step 2 (of 3). This wasn’t an issue before.

    It would be really good to get further feedback here. I really wouldn’t like to create another email account only for logging in to the swgoh web store, but I could if fixing this issue takes a long time. Until now I have been waiting and checking several times each day, because we loose a growing amount of resources with each day that passes.

    I have also submitted the bug through the internal report system, but after some back and forth with the chat bot and then some more messages, nothing happened.

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi @D0mme53. 

    This is a known issue, it's on the teams radar. There's an active bug report open on this >> here << if you'd like to join up with it there and add a 'Me Too' to the opening post. I'll close this out here in the meantime. 

    Thanks, 

    EA_Lanna

  • PapsMan's avatar
    PapsMan
    3 years ago
    just to provide a brief update on this issue: nothing happened in the past month. So after missing out with the freebies and whatnot provided in the web store for more than six weeks, I finally decided to link my EA account with an email account with a provider that doesn’t have a dash character in the address. And, of course, things work fine, as they did before.
    It would have been very good to know that getting this issue with “special” characters fixed will take ages – then I could have made a new account right away and not missed out on all the good stuff for many weeks. Calculated very conservatively, that cost me _at least_ 800 cantina energy (and 800 of all other types of energy as well), plus ability mats, shards etc. But the cantina energy really hurts most in mid-game…
  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi @PapsMan, 

    I've moved your thread into an existing one on the issue with the webstore and emails with special characters. It's not related to the other error message in the previous thread and your posts were getting lost among the others as a result. 

    I'm sorry about your experience with this. Where possible I'd like to be able to better set expectations but due to the nature of these things, we can never predict how long it'll take to find a fix and have something ready to roll out. It could be a couple of hours to weeks+. There's never an ETA we can offer as a result. 

    You're correct though, this bug is on the team's radar and we're hoping to have a fix out soon. You did the best thing in the meantime by updating the email registered. 

    - EA_Lanna

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi folks,

    For anyone running into this issue in the meantime, there is a workaround for this. As @PapsMan mentioned, you can update the email registered to the webstore to one without special characters. You can do this by updating the email address registered to the EA account linked to the webstore. Follow these steps to make that update:

     

    1. Go to your EA Account and Billing Settings.
    2. Click on the About Me tab. 
    3. Click Edit next to Email Address to update the email that we have on file.
    4. Type in the code we send you to confirm your identity, then change away!

    If you haven’t activated Login Verification, you’ll need to contact our support team to help you update your account information.

    - EA_Lanna

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