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EA_Lanna
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3 years ago

[SWGOH] Webstore Errors Guide

Hi Holotable Heroes Have you come across an error while trying to get set up in the webstore? Use the headings below to jump to the error you’ve encountered. In each section, you'll find recommend...
technical issues
EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
3 years ago

Step 1 - Link your account in the game

There are two potential errors that can happen when trying to link up the accounts. 

Important: Using the EA Connect option does not back up your game. To save your game progress, link to Apple Game Center or Google Play.

The application has encountered an unknown error ↑

This error message happens at the first step: linking your Account in the game. The way to take care of that error message is to connect the SWGOH account to the EA Account using the EA Connect option. 

  1. Open Star Wars: Galaxy of Heroes.
  2. Go into Settings.
  3. Select Connect, then EA Connect.
  4. Enter your preferred email address, then hit Enter. We’ll send a code to your email.
  5. Enter the code from your email, then select Enter.
  6. You’ll see a confirmation screen that says your account has been successfully linked.

If you didn’t get a code, please check your Spam folder or tap Resend Code.

Once that connection has been established, please try to log in to the webstore again:

  1. Return to the webstore and tick the box to confirm you’ve completed those steps. 
  2. Then click ‘Continue’ to move on to the next step.

No ‘Connect’ option is available ↑

Is there no 'Connect' option showing for you? Keep in mind that the Star Wars™: Galaxy of Heroes Web Store isn’t available to underage accounts. If you’re under 18 years old, you won’t be able to connect and use the Web Store.

If you're not under 18 and can't see the Connect option, the date of birth might have been input incorrectly. You will need to contact our support team directly using the steps outlined here to update the date of birth from an underage account to an adult one: Get help in STAR WARS™: Galaxy of Heroes™

Please have your Player ID/Ally Code (just in case it's needed) and proof of age handy. Once they verify you are not a minor, they’ll take care of the date of birth update for you. When the update is complete, you’ll be able to retry the steps and get the ‘Connect’ option. The Settings page should look like this now: 

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

Step 2 - Enter the email address you linked in the game

Once you’ve connected your account and selected Continue a new page will load for step #2. At this step, you’ll need to pop in the email address you’ve just linked to the game. Did you run into issues with the greyed-out button as shown in the image below?


There is a known issue at the moment, where the Submit button will remain grey if email addresses and domains with special characters are entered. 

We’re working on a fix. In the meantime, please use an email address without special characters to progress to the next stage if the Submit button is unselectable.

To update your email address:

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

    Step 3 - Enter the code from your email

    The final stage of setup asks you to enter the code that was sent to your email. Are you running into this error message on the webstore when you try to enter the code?

     

    It tends to crop up for a few reasons:

    1. New EA Account: The EA Account is newly created and has not yet fully completed the set-up process. 
    2. SWGOH Account isn’t connected to the EA account: If step one wasn’t completed, you’ll encounter this error message here. 
    3. A Second SWGOH account: The email you're entering on the webstore is registered to a different SWGOH account.

    Please run through these steps:

    New EA Account ↑

     

    If you have a newly created EA account, completing the EA account setup fully has worked wonders for others. Let's give that a go! 🙂 Run through the following list and double-check the EA account you've linked to your SWGOH account has the following details filled in/set up: 

     

    1. Username, date of birth & primary email address - The primary email address is the email that should be input on the webstore. Use this guide to learn how to update these details: How to update your EA Account.
    2. Verify the email registered to the EA account - You should get a prompt to verify the email with directions from there. 
    3. Login verification - Use the steps outlined in this article to set it up: How to turn on Login Verification.
      • Pro Tip: Write your backup login verification codes down and keep them in a safe place so you’ll always be able to log in when you need to.

    Note: If you don't think you have an EA account but still get this error message when popping your email into the webstore, I can confirm you have an EA account. 

    The webstore needs an EA account to be accessed. When you input an email not yet registered to an EA account, it will create an EA account with that email address. Completing the account setup process should do the trick for you. 

    SWGOH Account isn’t connected to the EA account: ↑

    If you didn’t link your account in-game at the first step, you’ll encounter this error message. Try connecting your EA account to SWGOH by clicking on the EA Connect option in-game: We shared those steps in full earlier in this thread. To jump back to those steps, click >> here <<.

    When you try to connect, are you getting looped back to the first step? Does this screen pop up?

    If you run into an error message that reads  “Cannot link email to email@domain", it points to that email already being linked to another SWGOH account.

    If your account is already linked, you might have used a different email or EA account in the past. Try using a different email address to register with the Webstore or reach out to our EA Help Support team for advice. 

    Note: Keep in mind the webstore needs an EA account to be accessed. If you pop in an email that hasn’t yet been used on an EA account, an EA account will be created with that email address to help you proceed.

    If that happens, you might still get the error message: “An Error occurred while attempting to validate your code. Please try again”. Completing the account setup process should take care of that. 

    A Second SWGOH account: ↑

     

    The email you're entering on the webstore may already be registered to a different SWGOH account and EA account. If you can’t remember creating another SWGOH account with the email you're trying to use in the webstore but want to rule it out, try these steps: 

    1. Go to the EA Help login.
    2. Click Forgot Your Password? to reset your password. 
    3. Check your email for a link to create a new password, and follow the instructions. If that email is already linked to an EA account, it'll send out a reset link to that email inbox. 
    4. Once the password has been reset, try to log in on EA Help login. If you get in, you've confirmed you already have an account set up with that email. 

    If you'd like to free up that email for use on your main SWGOH account, follow the advice shared in this EA Help article: What to do if you've accidentally made a second EA Account. If you run into any bother updating your details, please contact our support team for help changing your account information.

    If you’d rather not, simply use a different email address (not already registered to an EA account).

    Note: Keep in mind the webstore needs an EA account to be accessed. If you pop in an email that hasn’t yet been used on an EA account, an EA account will be created with that email address to help you proceed.

    If that happens, you might still get the error message: “An Error occurred while attempting to validate your code. Please try again”. Completing the account setup process should take care of that. 

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