Please help!

If you click on your name at the top of the page, it'll give you the support option.

I've started a new case 2 hours ago, with reference to my original case, but have not received a reply.

Thanks for the suggestions.

I had the same thing happen some time back because my name is different than the name on my spam email account, and it is also different than some random person's name that popped up on my origin ID through some glitch.

Basically, when it's not clear that they're speaking with the actual owner of the game account, they want you to verify your identity. They can do this over phone or via live chat, but really want you to go to live chat. Note that you cannot verify your identity simply by submitting another email ticket.

It is sometimes tricky to find the option for live chat (rather than email ticket), but I'm told it's easier now. If you can't find it, when you are clicking through the menus to indicate the issue you need support for, pick account security -- that will always activate the live chat button.

Note that if you just want a refund, it will likely be significantly faster and easier to contact Apple or Google. If you want the 132 donuts with a small donut bonus, then go ahead and jump through EA's hoops. Hope that helps.

barryriddl474 wrote:
I've started a new case 2 hours ago, with reference to my original case, but have not received a reply.

Thanks for the suggestions.

Give it some time. :) They'll probably reply to you tomorrow. A two hour reply has only come to me from level 2 support, where someone is taking specific time with me to find a solution.

also, these are the instructions they gave me when I was asked to verify my identify:

Thank you for contacting Electronic Arts.

I am sorry to hear that someone has accessed your town and he squandered 1862 donuts by rushing friendship levels and purchasing frivolous items such as Funzos.

I really like to help you resolving your problem, but unable to do so as it needs account verification of your account ownership and it can only be verified through Chat or Phone support. Therefore, do ask you to contact our Chat or Phone support team to resolve your issue as soon as possible.

*Information regarding how to contact Phone/Chat Support:

1) To reach our Customer Experience team, simply click on Contact Us on the right-hand sidebar at help.ea.com.

Note, if you aren’t logged in already, you will be asked to login.

2) Your first question is "What can we help you with?”
Our Help Center will try to fill in the pertinent information automatically, but may need your help filling out three categories.


3) If it wasn’t automatically filled-in, type and select your product.


4) Next fill in the type of issue you are having from the list of available options in the middle selection.
These options range from Account Management to Cheating Reporting and General Questions, so pick what makes the most sense to you!


5) Then choose the Platform of your product. This is the console you play your game on: PS3, Xbox 360, PC, Mac, iOS, Android, Origin, etc.


6) After selecting those details, you will be given a few Help Center articles that may help solve your issue.
If these don’t offer any further assistance, simply select “I Still Need Help.”


7) After clicking I Still Need Help, you’ll be presented with the available support options for your title.

Note, if you select Call Me and you will need to enter in your name, phone number and email address so a Game Advisor can contact you.

Clicking on Live Chat will connect you to the queue to chat online directly to a Game Advisor.

Enter in the required information about your product issue: Subject, Description of the problem, First Name, Last Name, Category and Subcategory.

You can find the same steps to by visiting this link below:

https://help.ea.com/article/welcome-to-the-new-and-improved-ea-help-center

I hope they might resolve your issue as soon as possible. I apologize for not being able to address your issue personally.

Wow, thanks for all of the great advice! We just completed a call with an EA Advisor, who was working with an EA Specialist, and now all is resolved!
Thank you, again!