Forum Discussion

Resolute_Archer's avatar
Resolute_Archer
Seasoned Rookie
3 years ago
Solved

EA Connect not an option

EA Connect showed up for everyone except one person in our group.  Is there something more than checking the setting to get it to work?  (For that player, they see the same thing on their phone and t...
technical issues
  • EA_Lanna's avatar
    EA_Lanna
    3 years ago

    Hi @j8070800ut16, 

    Ok, I can see where things are getting mixed up on the support side. So, the agent is correct in that the EA support team wouldn't be able to pull up accounts from other companies, the Play store for example would be Googles domain. 

    As you're looking for the 'EA Connect' option, which tries to connect the SWGOH gaming account to the EA account, it's these accounts we'd want a look at and the Live support team can check on both of those accounts for you (you can see your EA account's DOB here). That Date of Birth for both of these accounts needs to be above the age of 18. 

    What I recommend doing now is:

    • Create a new case and title it something along the lines of: SWGOH: EA Connect option missing - Help correcting Date of Birth
    • In the text window add something to this effect:
      @EA_Lanna wrote:
      I'm having issues selecting the 'EA Connect' option in-game. I've spoken to a Community Manager on Answers HQ and we've run through the troubleshooting steps to rule out any technical issues. EA_Lanna believes the 'EA Connect' option may be missing due to under 18 account restrictions that are coming into play and said both my EA account and SWGOH account need to be above the age of 18+ for this specific option to appear. She's advised me to reach out to EA support to check these dates of birth and for help with updating the ages on both of these accounts if needed, and that this should help rectify the missing 'EA Connect' option. My Player ID for my SWGOH is: <insert ID here> and the email on my EA account is <insert email here>. Thank you for your help. 

    That should help prompt the advisor to check for the DOB's on both accounts. If the DOB is registered as under 18 for one or both of those accounts, you'll need the advisors help to 'Age-up' the accounts. They'll ask you at that stage for proof of age to ensure you're not a minor chancing their arm to get access to features currently not available to them (read for more on that). There'll be set criteria as to what's accepted to prove that but once that's been verified, they'll update the DOB for both accounts and you should be able to use the 'EA Connect' option from there.


    - EA_Lanna

j8070800ut16's avatar
j8070800ut16
New Rookie
3 years ago

Hey @EA_Lanna  I have gone through those steps a few times, that is where I always get sent to start.  

I have yet to have a person on the phone or in game check out my account that I am aware of. In fact I asked a person directly to check to see if it was just under my daughters account and they told me they cannot do that.   My daughter has adjusted her age on google to mine just in case.  EA had previously done something about  6 years ago to this account to allow me to have in game chat and make purchases through my google play, but I am still stuck signing in with her google account (which is something I would love to fix).

I just went and cleared the whole phone cache and reinstalled the application, previously I had just done it in that specific game.  This has not changed anything.

I have screenshots of player ID, ally code, etc.   

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

Hi @j8070800ut16, 

Ok, I can see where things are getting mixed up on the support side. So, the agent is correct in that the EA support team wouldn't be able to pull up accounts from other companies, the Play store for example would be Googles domain. 

As you're looking for the 'EA Connect' option, which tries to connect the SWGOH gaming account to the EA account, it's these accounts we'd want a look at and the Live support team can check on both of those accounts for you (you can see your EA account's DOB here). That Date of Birth for both of these accounts needs to be above the age of 18. 

What I recommend doing now is:

  • Create a new case and title it something along the lines of: SWGOH: EA Connect option missing - Help correcting Date of Birth
  • In the text window add something to this effect:
    @EA_Lanna wrote:
    I'm having issues selecting the 'EA Connect' option in-game. I've spoken to a Community Manager on Answers HQ and we've run through the troubleshooting steps to rule out any technical issues. EA_Lanna believes the 'EA Connect' option may be missing due to under 18 account restrictions that are coming into play and said both my EA account and SWGOH account need to be above the age of 18+ for this specific option to appear. She's advised me to reach out to EA support to check these dates of birth and for help with updating the ages on both of these accounts if needed, and that this should help rectify the missing 'EA Connect' option. My Player ID for my SWGOH is: <insert ID here> and the email on my EA account is <insert email here>. Thank you for your help. 

That should help prompt the advisor to check for the DOB's on both accounts. If the DOB is registered as under 18 for one or both of those accounts, you'll need the advisors help to 'Age-up' the accounts. They'll ask you at that stage for proof of age to ensure you're not a minor chancing their arm to get access to features currently not available to them (read for more on that). There'll be set criteria as to what's accepted to prove that but once that's been verified, they'll update the DOB for both accounts and you should be able to use the 'EA Connect' option from there.


- EA_Lanna

  • j8070800ut16's avatar
    j8070800ut16
    New Rookie
    3 years ago

    @EA_Lanna  after over an hour of chatting and a lost chat, I was just told changing a birthday can only be done through the mobile (in game) support.   I couldn't even get them to tell me what the birthday was, although I suspect it was my daughters.  Back to mobile I go......

  • j8070800ut16's avatar
    j8070800ut16
    New Rookie
    3 years ago

    @EA_Lanna you are a star, thank you !  It was exactly what you said it was, all is working.

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 years ago
    Hi @j8070800ut16,

    Ah fantastic! I'm glad you finally got sorted with it. Thanks for updating the thread to let me know.

    All the best,

    EA_Lanna

About SWGOH Technical Issues

Get help and discuss troubleshooting for Star Wars: Galaxy of Heroes with other players.24,273 PostsLatest Activity: 17 minutes ago