EA customer service asking for my IP address

[houstonlizzie]

I'm having some trouble with my account and I got i touch with customer service at EA. They asked me to share my IP address with them, along with other information. Is it normal for them to ask for an IP address? Why do they need it?

[EA_David · Accepted solution]

@houstonlizzie Hey, thanks for flagging this to us.

I can see from your case that to proceed further your IP address is requested by our process, but we should have the appropriate info already. Perhaps there was an issue with the tool at the time, or perhaps there's a training issue and we will need to remind the agent where to find what they need, we'll look into it.

As for your IP address, usually this is used to determine if there are regional issues, if we get a bunch of contacts from the same area, this can help with tracking down problems faster. 

Thanks again, I hope this helps to clear things up.

[EA_David · Accepted solution]

@houstonlizzie Hey, thanks for flagging this to us.

I can see from your case that to proceed further your IP address is requested by our process, but we should have the appropriate info already. Perhaps there was an issue with the tool at the time, or perhaps there's a training issue and we will need to remind the agent where to find what they need, we'll look into it.

As for your IP address, usually this is used to determine if there are regional issues, if we get a bunch of contacts from the same area, this can help with tracking down problems faster. 

Thanks again, I hope this helps to clear things up.

[amanof_1]

Hey David and the same matter come up. Maybe it should be good to check with your staff. it just feels weird giving your IP address on chat. Best 

[EA_Lanna]

Hi @amanof_1,

This thread is a bit of an oldie. We'll lock it here to limit necroposting but I've noted your feedback on the practice of IP address requests when verifying account ownership.

- EA_Lanna