Unable to remove hacker linked EA account

[ryuryan]

In a similar situation to that described in a recent post by @menarche, except I definitely do not know the linked account holder.

I have had two separate hour long live chat sessions with EA help to no avail: I have surmised through these experiences that my Microsoft Credentials are linked to an EA account, owned by someone, lets call them HACKER, who also has another linked Gamertag, therefore when I try to login to EA Play using Gamepass for PC with my Microsoft account and Gamertag it reports it cannot log me in as I'm already linked to HACKER's Gamertag.

Live chat just basically shut me down for the second time so posting here as I guess I have no other option, I wasn't able to save the transcript of the first chat did get the second.

Am I crazy or can't this be fixed?

Transcript with personal details of myself and HACKER redacted:

Prashant (25/03/2021, 9:37:00 pm): Thank you for contacting EA HELP, my name is Prashant, may I start with your first name please?
ryuryan (25/03/2021, 9:37:06 pm): ryuryan
Prashant (25/03/2021, 9:37:35 pm): Hi ryuryan nice to meet you!
Prashant (25/03/2021, 9:37:39 pm): How can I help you today?
ryuryan (25/03/2021, 9:38:02 pm): I tried to resolve my issue the other day however there was no progress
ryuryan (25/03/2021, 9:38:08 pm): with a help rep
ryuryan (25/03/2021, 9:38:49 pm): my Xbox Live authenticated EA account seems to have been hacked
ryuryan (25/03/2021, 9:39:30 pm): I only discovered this because I tried to use Gamepass for PC and it would not let me login with my actual EA account
Prashant (25/03/2021, 9:39:57 pm): Ohh that is unfortunate please do not worry I will surely help you out with accessing the account and I will also help you secure the account.
Prashant (25/03/2021, 9:40:14 pm): Please share the email address and Gamertag linked with the EA Account.
ryuryan (25/03/2021, 9:40:49 pm): REDACTED
Prashant (25/03/2021, 9:42:03 pm): Thank you so much!
Prashant (25/03/2021, 9:42:18 pm): Please allow me a minute to locate the account and check.
Prashant (25/03/2021, 9:43:45 pm): I can see that the Gamertag is linked with a different EA Account do you have any other possible email as well?
ryuryan (25/03/2021, 9:44:31 pm): When i tried to login here https://help.ea.com/en/ using the my microsoft account it asks to send a verification email to an REDACTED
ryuryan (25/03/2021, 9:44:43 pm): which i think is the hacker
ryuryan (25/03/2021, 9:45:47 pm): When I login to EAPlay it says "The EA Account is already linked to the following Xbox account(s): REDACTED
ryuryan (25/03/2021, 9:45:51 pm): also think this is the hacker
ryuryan (25/03/2021, 9:46:03 pm): I don't know how as it obviously is not my gamertag REDACTED
Prashant (25/03/2021, 9:46:51 pm): If you or any family member have any AOL email you can share so that I can cross check on my end and verify the ownership to help you out.
ryuryan (25/03/2021, 9:47:08 pm): No I am Australian, never had any AOL service
Prashant (25/03/2021, 9:47:09 pm): If not we have a little long process as a last resort we will use it to help you out.
ryuryan (25/03/2021, 9:47:28 pm): I also have a EA Account
ryuryan (25/03/2021, 9:47:32 pm): for several years
ryuryan (25/03/2021, 9:47:40 pm): both my microsoft and EA account are over 10 years old
Prashant (25/03/2021, 9:48:16 pm): Alright, so you are not able to recall any email which has AOL. Right?
ryuryan (25/03/2021, 9:48:45 pm): No this is not me or anyone i could possibly know.. as I am Australian.
Prashant (25/03/2021, 9:49:58 pm): In order to help you out with the account access, we will need some information related to your account to verify the ownership.
Prashant (25/03/2021, 9:50:03 pm): We can only validate information provided first, if the information is incorrect you need to get in touch with us using a new case to verify the ownership again. Shall we proceed?
ryuryan (25/03/2021, 9:50:14 pm): Thats fine
Prashant (25/03/2021, 9:50:31 pm): Great and please share the below details. Also read the description of each detail carefully to provide the correct details:
Prashant (25/03/2021, 9:50:39 pm): 1. IP address: Please visit below link and share the IP address: www.whatsmyip.org
It should show like: 1xx.xxx.xxx.xxx and from the same connection that you use for your console.
2. Last 4 digits of credit card: The card that you would have used on your account.
3. Date of birth: The date that you mentioned on your account.
4. Billing address: Your Billing address in your account.
5. Phone number.
6. Please share the name of 2 EA games and the date of their purchase(month and year only). It excludes any free game like Apex Legends and any new purchase the you haven't accessed yet.
Prashant (25/03/2021, 9:50:44 pm): Please take all the time you need to gather these details I am right here to help you out.
Prashant (25/03/2021, 9:50:48 pm): If you are not able to gather any of these details you can share the rest of them and I will try to check if it is enough to verify.
ryuryan (25/03/2021, 9:51:28 pm): 1. REDACTED
ryuryan (25/03/2021, 9:51:46 pm): 2. REDACTED
ryuryan (25/03/2021, 9:52:00 pm): 3. REDACTED
ryuryan (25/03/2021, 9:53:17 pm): 4. REDACTED
ryuryan (25/03/2021, 9:53:25 pm): 5. REDACTED
ryuryan (25/03/2021, 9:53:37 pm): 6.
ryuryan (25/03/2021, 9:53:47 pm): i'll login and make sure the last games i purchased
Prashant (25/03/2021, 9:54:17 pm): Please login and check the dates on your xbox order history.
Prashant (25/03/2021, 9:54:33 pm): This link will help you out https://support.microsoft.com/en-us/account-billing/view-your-microsoft-store-order-history-aafefe88...
ryuryan (25/03/2021, 9:54:34 pm): On my microsoft account?
Prashant (25/03/2021, 9:54:45 pm): Yes that's correct.
ryuryan (25/03/2021, 9:56:22 pm): REDACTED
Prashant (25/03/2021, 9:57:14 pm): We need the names of EA Games and their order month and year of purchase.
ryuryan (25/03/2021, 9:57:29 pm): I have not ever linked my microsoft accoutn to EA before
ryuryan (25/03/2021, 9:57:31 pm): only the hacker
ryuryan (25/03/2021, 9:57:42 pm): But I do have another EA account
Prashant (25/03/2021, 9:57:42 pm): We need your xbox purchase details.
ryuryan (25/03/2021, 9:57:59 pm): REDACTED
Prashant (25/03/2021, 9:58:23 pm): This is also not an EA game.
Prashant (25/03/2021, 9:58:41 pm): EA games like NFS,battlefield, FIFA etc.
ryuryan (25/03/2021, 9:58:42 pm): Like I said, I have never linked my microsoft account to EA only the hacker
ryuryan (25/03/2021, 9:58:58 pm): I have purchased EA games through my EA account which is REDACTED
Prashant (25/03/2021, 10:00:48 pm): I can see that the account is not hacked and Gamertag was linked long ago probably you are not able to recall the correct email in this case or used any other email.
ryuryan (25/03/2021, 10:01:04 pm): my Gamertag is REDACTED
ryuryan (25/03/2021, 10:01:08 pm): how does it make sense
ryuryan (25/03/2021, 10:01:24 pm): explain it to me please
Prashant (25/03/2021, 10:01:26 pm): If you don't have any more details I will check if I am able to verify the ownership with the given information.
Prashant (25/03/2021, 10:02:01 pm): It is possible that the Gamertag you provided was linked to another account long ago that's what I am trying to say which is visible on my end.
ryuryan (25/03/2021, 10:02:20 pm): why does that matter, because I am the owner of the microsoft identity
ryuryan (25/03/2021, 10:02:23 pm): just reset it
ryuryan (25/03/2021, 10:02:45 pm): if they tried to login with my microsoft credentials they would fail
ryuryan (25/03/2021, 10:03:01 pm): but you have somehow let them keep that linjk
ryuryan (25/03/2021, 10:03:20 pm): and they are probably using my gamepass for free
ryuryan (25/03/2021, 10:03:31 pm): eaplay
Prashant (25/03/2021, 10:04:38 pm): Without the verification of EA Account ownership, we cannot unlink, remove console IDs from the account due to security reasons we are responsible for EA Account if we are able to verify the ownership of the EA Account then only we can remove the Gamertag.
Prashant (25/03/2021, 10:04:49 pm): Let me check if I am able to verify the ownership using the details you shared.
Prashant (25/03/2021, 10:10:40 pm): With the given information, I was unable to validate the EA Account ownership and we would only be able to process anything on the account once its verified. So, not to worry, you always have an opportunity to reach us back with correct information and we would love to validate those details again with the desired account.
Prashant (25/03/2021, 10:10:58 pm): Also, if there is any possibility to recall other email, we can simply verify the email to further help you with account amendment request.
ryuryan (25/03/2021, 10:11:43 pm): How is this possible
ryuryan (25/03/2021, 10:12:18 pm): How can my microsoft credentials for the gamertag REDACTED be linked to this other account?
Prashant (25/03/2021, 10:13:04 pm): We are not sure of that details unless the user link the Gamertag with the EA Account it cannot be linked.
Prashant (25/03/2021, 10:13:08 pm): I really would love to help you here however we want to ensure that we keep your account safe. For this, we want to verify the account through email or set of details we asked.
ryuryan (25/03/2021, 10:13:36 pm): you can easily verify my microsoft account details, the email is REDACTED
Prashant (25/03/2021, 10:14:31 pm): We cannot use Microsoft details to verify EA Account because these details are not visible on our end, we can only use EA Account details.
ryuryan (25/03/2021, 10:14:48 pm): maybe remove the 2nd factor authentication and I can login with my microsoft account details and remove any links.
Prashant (25/03/2021, 10:15:37 pm): Without the verification of EA Account ownership we cannot make changes on any EA Account this will violate our account security.
Prashant (25/03/2021, 10:15:45 pm): I know that this was not the resolution you were expecting however trust me, EA keeps account security as first priority. We do not want any phisher to take your account's control and mess around with time and money you have given to your account.
ryuryan (25/03/2021, 10:15:54 pm): Yes but you are violating MY account security
ryuryan (25/03/2021, 10:16:17 pm): by not removing that link which is my credentials
ryuryan (25/03/2021, 10:16:42 pm): for all i know this could be a technical issue you are not resolving and nothing to do with a hacker
ryuryan (25/03/2021, 10:17:48 pm): Why would your account login say it is linked to a XBOX account REDACTED
ryuryan (25/03/2021, 10:18:03 pm): when my gamertag is REDACTED
ryuryan (25/03/2021, 10:18:07 pm): how does that even work
Prashant (25/03/2021, 10:18:36 pm): We have already provided you all the information we have on the account there is no technical issue in this case we are not able to verify the ownership that you own the account where the Gamertag is linked so we cannot make the requested change from our end.
ryuryan (25/03/2021, 10:19:21 pm): No you have not explained this to me at all
ryuryan (25/03/2021, 10:19:34 pm): I am reading that only one xbox account can be linked
ryuryan (25/03/2021, 10:19:51 pm): and I login with my Microsoft details
ryuryan (25/03/2021, 10:20:12 pm): and its saying its associated with someone elses xbox account?
Prashant (25/03/2021, 10:20:41 pm): 1 console account linking limitation was introduced last year in October before that you can link multiple Gamertag or PSN ID with one EA Account.
Prashant (25/03/2021, 10:21:08 pm): In your case it is possible that there are more than 1 Gamertag linked with the account.
ryuryan (25/03/2021, 10:21:32 pm): How can this be resolved?
Prashant (25/03/2021, 10:22:02 pm): You can try to create a new case and provide the information again or recall other possible emails so that we can verify through email.
ryuryan (25/03/2021, 10:22:45 pm): How can you verify that someone else is me?
ryuryan (25/03/2021, 10:23:31 pm): Can we escalate this, I do not give permission for my xbox microsoft identity to be linked to this other persons account.
ryuryan (25/03/2021, 10:23:50 pm): I never have
Prashant (25/03/2021, 10:24:42 pm): We’ve done everything we could in this case. Would there be anything else apart from this concern I can help you with, if not we may need to disconnect this chat session.
ryuryan (25/03/2021, 10:25:03 pm): do you have no ability to escalate this?
ryuryan (25/03/2021, 10:25:36 pm): there has to be some way to deal with this type of hacking
Prashant (25/03/2021, 10:26:04 pm): There is no option to escalate this issue since we are not able to validate the ownership before we can verify if the account was hacked.
ryuryan (25/03/2021, 10:26:28 pm): I can verify my microsoft account
Prashant (25/03/2021, 10:26:36 pm): I’m afraid but as much as I’d like to help it seems rather difficult. Is there anything else I can help you with else we might need to disconnect this chat session.

Prashant disconnected the chat shortly after and there was no way to get a final transcript.

[CarbonCarl]

Hi @ryuryan

Sorry about the issue you're having but unfortunately we can't deal with account issues on here, we just don't have the power to do so.

From what I'm understanding you're trying to link your gamertag to your EA account but it's saying your gamertag is already linked to another account right?

The problem here is if you can't prove ownership of the linked account then there is no way you could have your gamertag removed from that account.
The way this could have happened is if you start an EA game on your Xbox, it asks you to log in with your EA account, so if anyone in the past has ever entered their details then it would have automatically linked your gamertag to that EA account.

I don't think there is any way of knowing if the gamertag was linked legitimately or not, but it's almost impossible to unlink it without have the EA account details.

[ryuryan]

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@CarbonCarl wrote:
Hi @ryuryan

From what I'm understanding you're trying to link your gamertag to your EA account but it's saying your gamertag is already linked to another account right?

---

Not exactly, I am trying to use EA Play as part of my Gamepass for PC service. I don't need it to be linked to my actual EA account however that is preferred.

I don't accept that it is "almost impossible" it is most certainly possible, there just does not seem to be a process to handle this yet since EA Play on Gamepass for PC has only been recently launched. Hopefully more people impacted can see this and the attention drawn will influence EA to develop a solution via policy change or technical fix.

[CarbonCarl]

@ryuryan
I’m saying you having your gamertag removed from another persons EA account is impossible, because it’s a high security risk. You don’t own that EA account therefore you can’t do anything with it and EA have no way of verifying that you own that Xbox account either, because as mentioned they don’t have access to that data.

As far as I’m also aware, you will need an EA account linked to your Xbox account in order to use EA Play for PC, because you play those games via EA Desktop which requires an EA account to log in. It wouldn’t be the case if you could play via the Microsoft store but you can’t.

It’s not a nice situation I know, but I really don’t see much you can do.

[ryuryan]

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@CarbonCarl wrote:
@ryuryan
You don’t own that EA account therefore you can’t do anything with it and EA have no way of verifying that you own that Xbox account either, because as mentioned they don’t have access to that data.

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The EA Help website does have a method to verify I own the Xbox account by logging in here (highlighted in screen shot below):

https://help.ea.com/en/

At this point, the reason why I am not logged in is the 2nd factor authentication prompt (redacted HACKER's obscured email, in the case they are not a HACKER and this is all just a technical issue on EA's database end)

At this point they could also add the option to unlink the Xbox Live/Microsoft identity from this account, or submit some kind of dispute that is authenticated with my Xbox Live/Microsoft identity.

[CarbonCarl]

@ryuryan
That’s just a login verification, it doesn’t verify you’re the owner of that Xbox account. EA can’t see any Xbox account information.
And that’s also why 2FA is there, to prevent people from accessing an account if they have managed to get hold of login details somehow.

To verify any account they need details from you like your date of birth, address, card details that kinda stuff so they could then look into an account and see if those details match up, they would also check log in locations, IP address etc. But sadly they don’t have access to your Xbox data so they have no way of matching it up, hence why they couldn’t verify your Xbox account.
So the only other way Is to verify the EA account with you, but that isn’t your account so unfortunately it’s a catch 22.

[StaggerLee777]

I’m in the exact same boat.  Ea chat and phone support were frustrating (not as bad as yours) and end result is that because I was hacked, they can do nothing.  At this point I’m going to make a new Microsoft account to link it to my ea account...what an awesome customer experience.  They need a way to remove linking from the Microsoft side - get on it ea.

[Kekataag1121]

Same issue, no luck.  EA refuses to assist you, they have absolutely no care in the world.  Best of all is, they ask you questions... about the EA account that was added to your account, the one that some hacker added FML, I work in IT and this must be the most asinine method of doing things... 

MS could easily just add the option for you to unlink an account directly from you MS account but no, for some reason we have to sit with the useless that is EA.  

[Elissela]

When you remove EA's permission on the MS Side, then link it properly, does that help at all? I'm probably thinking too simply but just a thought.

[Re1_Tyrant]

carboncarl

I am having this issue you are describing, I can't play my ea games on xbox because some hacker a while back linked his ea account with MY xbox account, but because I don't have access to the hackers email ( obviously) I can't unlink MY xbox account, calling ea did not help. I don't understand this at all, I have full proof and access to my xbox gamertag, but because I don't have access to the hackers ea account and or email, I can't unlink it. If I can prove of my xbox account alone, people who work in customer service at ea should have full permission to unlink my xbox gamertag from a random hackers ea account 

if someone sees this and the issue is fixed in the future please notify me.

EA FIX THIS NOW!!