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Account Recovery - Old Email Cannot Reset Password or Login

by Tmex85
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Account Recovery - Old Email Cannot Reset Password or Login

[ Edited ]
★ Novice

Hello, 

First off, the account i'm currently logged into and posting from is not the account I have an issue with.

I am on the whole frustrating account recovery boat. I cannot login to my EA Account because I do not remember the password. I cannot reset the password because the password reset link wants to send an email to an old Yahoo account I no longer have access to. I've dealt with Yahoo customer service and they said the account no longer exists and is not recoverable.


My process so far with EA support:

One:

Started Case:


Two: 

Filled out all information in extreme detail. Screenshots, entire history of purchases (date, product, amount, and more.)


Three: 

Received an email reply to the case:

"I’m Nafeesh and I’m the EA Help Specialist looking into the problem with your account.

Before we get started, I need to verify your console. If you don’t mind, I need to message you a verification code to grab from your Xbox or PS app.

One more thing, please disable your console’s Privacy Settings so we can send you the verification code. After you get the code, write it down, then restore your console’s settings.

Thanks for sticking with us while we get things sorted out"


Four:

Replied to email saying "Sure no problem Nafeesh, send me the code." 


Five:

Received an email reply: 

"Hello,

We no longer monitor this email address and we want to make sure you get the help you need.

Visit EA Help and log in with your EA account information.There you can browse help topics or click Contact Us at the bottom of any help article to ask a specific question. You can also participate in discussions with the player community on Answers HQ.

Regards,
The EA Help team"


Six:

Started a support chat case stating the issue of not being able to reply. Was told he could see that the "console verification message has not yet been sent" and to "hang on tight". After a lengthy discussion he concluded that "My account is still under investigation and I will receive a new email with the code and instructions". He was unable to give me a response timeframe and said "I could receive the email at any time". 



Anyone else having this issue? How long did the "Investigation" take? Any advise you could share? 

This is very frustrating since I've been trying to link my Twitch Prime for a while now and I keep missing out on all the loot. 



I appreciate any input and Happy Gaming! Standard smile

Message 1 of 5 (363 Views)
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Re: Account Recovery - Old Email Cannot Reset Password or Login

Community Manager

Hey @Tmex85 if you spoke with support and they advised that you give it a little time then the best thing to do is just that.


Darko

Message 2 of 5 (296 Views)
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Re: Account Recovery - Old Email Cannot Reset Password or Login

★ Novice

Ok. I guess we’ll just leave this post as unresolved for right now. I’ll report back when I hear from support and update the status of this post. Thanks.

Message 3 of 5 (268 Views)
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Re: Account Recovery - Old Email Cannot Reset Password or Login

Community Manager

Glad to have been of help @Tmex85.


Darko

Message 4 of 5 (261 Views)
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Re: Account Recovery - Old Email Cannot Reset Password or Login

★ Novice

Update:

 

After waiting longer and “giving it some time” I received another email from an EA no-reply address. The email was asking me about the status of my case and if I still needed help?? What? 

I decided to go to my case portal. My only option was the green “resume” button on the top right. I opened that and I HAD TO FILL OUT ALL MY INFORMATION AND ISSUES AGAIN! This time including all of my status and correspondence in the help section. 

Finally, I got an email THAT I WAS ABLE TO REPLY TO saying they’ve sent the code to my Xbox Live messages. I opened Xbox Live, viewed the message, read the code, then replied to the email with the code. I get an email back saying my EA account email has been changed and it included a link to reset my password. Boom! All done! 

So, what should’ve took maybe 1 day to be resolved took several days and hours. I thought dealing with the cable company decades ago was the worst customer service ever. Now EA takes the lead. 

Regardless, I am grateful it’s been resolved and can move on. I’ll just be upset when I’m 87 years old and think about what I could’ve done or accomplished in the time wasted with this. 

if you’re having the same issues. Hang in there and keep at it. I believe in you!

Message 5 of 5 (138 Views)
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