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jdimasfilho
Posts: 1
Registered: ‎10-15-2013

FIFA 14 Ultimate Team - How to reset security phrase without another trusted device?

Hi folks,

 

Recently I had to reset my Android phone, and when I reinstalled and tried to connect to FIFA 14 Ultimate Team, I was asked my security phrase. I tried three times to enter it, sure that I knew it, but I blocked my account.

I searched for the reset procedure in EA's website, and I found that, if you do not have another trusted device (PS3, X360 or PC) you need to contact a game helper.

On October 15 I contacted a game helper for the first time. He informed me that I was put in the wrong queue (even after carefully answering all the questions to assess my issue, and properly categorizing my problem as an Android FIFA14 one) and that all mobile issues were addressed via email. According to him, I would be contacted in 3-4 business days. The contact never happened.

I tried again to contact a game helper on October 27, and I got the exact same answers described in the paragraph above, with the addition, after my complaint of the time it was taking, that my issue was categorized as "high priority" and that, this time, I would be contacted in 3-4 business days via email and my problem would be solved. It wasn't.

 

Does anyone know what is the proper procedure to reset your security phrase without a trusted device? I just followed the instructions described in EA website, but I have a very strong feeling that they are wrong, given my situation.

 

Additionally, is EA customer support usually so inefficient, or am I really unlucky?

EA_Lars
Posts: 6,798
Topics: 7
XP: 329
Solutions: 1,435
Registered: ‎04-25-2013

Re: FIFA 14 Ultimate Team - How to reset security phrase without another trusted device?

Please contact our Customer Support, here's how:

 

  1. Click on the following link: https://help.ea.com/contact-us
  2. Make sure you are logged in (top right corner)
  3. Click on the blue button "Contact a Game Advisor"
  4. Enter the name of your game or product (or "Origin" for account-related issues) and click "Find Solutions"
  5. Select the type of issue and the platform you play on, and click on "Find Solutions".
  6. Click on the blue button "I still need help" if the FAQ articles do not apply to your situation.
  7. Select a contact option. Note that you may get different contact options depending on your country.

 

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