Forum Discussion

BuildOnHope's avatar
BuildOnHope
Seasoned Newcomer
24 days ago

Webstore not accessible bc email verification does not arrive

End of August I could not access the webstore anymore, because the verification email with the verification code stopped arriving. At first I thought maybe it's a temporary issue, but after several days, still nothing. I checked my spam folder (which was full of spam, but no mails from EA) and other possible locations. Other email from other senders arrive without issue, just no verification mail from EA.

So I contacted E A Support early September. They were really not helpful and did not seem to understand the problem. Eventually I got a list with problem solving issues and the closest one suggested changing the email address through the EA ID. But I had never made an EA account to my knowledge (or maybe I forgot, it's entirely possible) so I had no password. But in order to gain access or change the password  you need a... verification mail, which also does not arrive. So I was stuck.

After a week of going back and forth, someone finally seemed to understand, and sent me a direct email with a link so I could change the password to my EA ID. Finally a  step forward! 

Sadly, that's where I got stuck again  because now, in order to change my email address, I had to receive a verification email which.... does not arrive either. 

We are now nearly 4 weeks and countless messages back and forth later, the same suggestions are being given over and over without reading the previous exchanges and I still have no access to the webstore. 

Now, a customer support person writes that I may have broken a link to my EA ID because I changed my email address (!). Except I did not change my email address (yet), since the verification mail never arrived. Also, changing the email address was customer support's own solution offered to my being unable to log into the webstore. 

I am getting really frustrated by the responses that lead nowhere, and seem to completely ignore the steps already taken. 

How do I solve this? I truly love the game and regularly spend -small- amounts in the webstore, but I have now been missing out on content I was really looking forward to (Great Mothers, yay!!! And other stuff like calendars etc). Also, this has cost me a lot of time writing to customer support without any real solutions provided, only to end up in the same place as before. 

Please please please help me, you are my only hope ;) 

 

  • I had the same problem because I was using a gmail email address which I normally use with @gmail.com, for some reason it was recorded on the EA system as being @googlemail.com which they eventually had to manually change their end. Would suggest trying a @googlemail.com domain suffix when you log in to webstore if you are using gmail, just to see if it works any better and also asking EA support to check. Took ages for me to get this sorted and I missed out on loads of login rewards that never got sent through.

    • BuildOnHope's avatar
      BuildOnHope
      Seasoned Newcomer

      Thanks for your reply, I read about your situation on the forum, glad you got it fixed! It's yahoo instead of gmail for me, so I'm not sure what to put as a suffix in my case? Where and how did you find out the email address had been changed?

      • RecoveryPig1's avatar
        RecoveryPig1
        Seasoned Rookie

        By being very persistent with EA tech support. Hope you can get yours sorted too 😀

  • Who do I contact to change email? My email on ea is not available and need to change to the one I use. Any help appreciated, thank you in advance 🙏 

  • Ghoast712's avatar
    Ghoast712
    Seasoned Newcomer

    I was able to fix this situation by myself, by going to the actual EA website, and trying to log-in w that email and clicking on "forgot my password". That email didnt get blocked, and after that, all code verification came in with no issue (I can only guess your email considers it spam or somethin like that [?])

    • BuildOnHope's avatar
      BuildOnHope
      Seasoned Newcomer

      Sadly, this did  not work for me, no general mail or verification mail arrives, while mail from EA from customer support does get through. Other login verification mails from other apps do get through, so it seems like something on EA's end. A customer support rep has tried to help em and changed my email address, also to no avail.