FRUSTRATED - Can't verify account

[abcbObiOK7OPR6]

FRUSTRATED!!

Here's some backstory: 

- My Xbox account was established ~17 years ago with an old email address I no longer have access to (has since been updated to a current email)

- The old email somehow carried over to my EA account when I got EA Access before it switched to EA Play/Game Pass (updated Xbox email didn't carry over to EA Play) 

- I recently started getting prompts in EA games that I have to change my password (started prior to updating my email with Xbox) 

- The password reset link is being emailed to the old address I can't access (ISP went out of business and deleted all accounts)

I called EA and Xbox multiple times and am very frustrated at the TWO options provided by EA to verify my account: 

1) Access my old email so I can read them the verification code (not an option) 

2) Provide the following information: 

- Name

- Date of Birth

- IP Address 

- Last 4 of credit card I used to buy EA games directly from them

  - The fact I paid for EA Access for two years prior to it becoming EA Play isn't enough and doesn't count because I paid Xbox for the subscription, not EA 

- Name of 2 games I have bought from EA directly and when I bought them

   - I NEVER go directly to a vendor to buy games. I buy them from the Xbox  marketplace like 99% of Xbox gamers

Long story short, with these being the only two options available, I am stuck with an expired password I can't reset and now can't play ANY EA game online with my Game Pass! 

I understand account security, but this is insane!

The irony is, Xbox Game Pass, who I actually pay for the service, was able to update my email address with ease. Sadly there is no mechanism for Xbox to push the updated Xbox Live info to EA. 

[EA_Darko · Accepted solution]

Hey @abcbObiOK7OPR6 , for issues such as this you will need to speak with one of our support advisers who will be able to advise you further. 

You can contact EA Help via the EA Help website. Detailed instructions on how to use the EA Help service can be found here.

Darko

[abcbObiOK7OPR6]

Has anyone else dealt with this? EA is NO help whatsoever 

[EA_Darko · Accepted solution]

Hey @abcbObiOK7OPR6 , for issues such as this you will need to speak with one of our support advisers who will be able to advise you further. 

You can contact EA Help via the EA Help website. Detailed instructions on how to use the EA Help service can be found here.

Darko

[abcbObiOK7OPR6]

Unfortunately I have called multiple times and had no luck. The phone support people have no way of helping me. It is even more frustrating because I see that a lot of people on here have the exact same problem, but EA just says call and then closes the post. 

[EA_Darko]

Sorry to say @abcbObiOK7OPR6 but if you are unable to verify that you are the account holder then our team will be unable to grant you access to or make changes to the account.

Darko 

[sirtansalot]

Yes, this is stupid. They have no way of changing your email address. to change your email you have to get verification code from email you can no longer get into. There should be some other method of verification. 

[sirtansalot]

Yea, not open on the weekends for some stupid reason. Worst customer support ever.

[abcbObiOK7OPR6]

@sirtansalot Exactly! It’s the most ridiculous process I’ve ever seen. It’s even more frustrating that there isn’t a mechanism for my Xbox to push the information across to EA

[EA_Darko]

Hey @sirtansalot our support is available over the weekend.

If you are unable to verify that you are the account owner then I'm sorry to say but our live support team will not be able to make any changes to or grant you access to the account.

Darko

[Nevellin]

@EA_Darko My god Darko. If every time you post this someone died in the world, we would be all dead by now.
Is someone thinking in a very imaginative way to solve this issue? Like, I don't know, maybe letting us use our Xbox Account and then substitute the linked EA Account for another without having to kill someone in the process?