Forum Discussion

SalixCat's avatar
SalixCat
Hero+
6 years ago

Re: Lost progress

@1157538845 

You should contact EA in order to get assistance.

First you will need your player ID. That's the number on the top right corner of your screen when you open the app.

Your Player ID appears at the top right side of the game loading screen.

To contact EA Help from the game, open the side menu, choose the gear icon, then the Help & About tab and tap on the button Help.
This will open your browser. Scroll down and tap on the button Contact Us.

Now, tap on Technical support and Game progress issues.

Type your Player ID. 

Tap on the button Select contact option.

Scroll down and select Email. This is the best option for your case. Fill in the form and attach screenshots of your game. 

An EA Advisor will email you within 24 hours.

You can also contact EA through this link: https://help.ea.com/en/contact-us/

or through social media:

- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/

7 Replies

  • 1157538845's avatar
    1157538845
    6 years ago
    @柳猫 I asked EA for help yesterday, and I haven't heard back yet
  • 1157538845's avatar
    1157538845
    6 years ago

    @柳猫 Ea customer service replied to me, said some useless words, I turned on the network to switch 4G, and then gone 😢

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

    Hi @1157538845, 

    Thanks for contacting support. It's the right thing to do as we won't be able to assist you with this from the forum. You need to persevere and get in touch with the support team until this is fixed. I know that might be frustrating but this needs the support team to look into it for you. 

    Our support team are dealing with a lot at the moment as we've had to make some changes temporarily to our contact options (see here for more). The wait times to reach us are a lot longer than usual right now, but the support agents are trying their best to get back to as many players as possible to help with their issues. Please be patience with them. If your chat disconnects or the issue doesn't get not solved the first time, open a new ticket and try again. It's by no means ideal but it's what you'll need to do to get support during these unprecedented times. Please stick with it. 

    Thank you, 

    EA_Lanna

  • 1157538845's avatar
    1157538845
    6 years ago
    @EA兰娜 EA emailed me back, said some useless things, and he couldn't solve my problem. I have a big problem. I need technical support
  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hi @1157538845,

    I'm sorry, it sounds like it's been frustrating for you. Unfortunately we cannot help with this case from the forum. You will need to reconnect with the support team. Share your Player ID with the advisor so they can locate your account and feel free to link to this post if needed. The advisor will then look into your account and what support they can offer you from there. 

    Thank you, 

    EA_Lanna

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