Issue logging in to my EA Account on PlayStation [ Edited ]

[houtblok]

I am unable to play online on my PlayStation 5 due to an issue with the link between my EA Account and my PlayStation Network account. Upon launching any game of EA that requires online I get prompted to reset my password to reconnect my account, however, when trying to reset the password I reset the password of my own EA Account but that seems to be not connected to my PlayStation Network account. It also does not show up as linked when I log in the browser with my EA Account. It seems my PlayStation Network account got compromised and is connected to an EA Account that I do not have access to myself.  Because of this, I am unable to play any EA game online on my PlayStation. It also does not seem to be possible to unlink the EA Account without access to the account itself.

Is there any way to fix this issue and disconnect the EA Account, so that I can connect a new EA Account to my PlayStation Network account?

It is also important to mention that I contacted the EA Helpdesk about this, and he recommended me to post my issue on the forum as he did not have the authorization to unlink my account without access to it.

[gksvr1 · Accepted solution]

Hey @houtblok,

In that case, the best advice I can give you is to contact EA Customer Support. They will take a look and let you know what can be done. 

1. Go to the EA Customer Support website: help.ea.com
2. Select Origin from the games list.
3. Choose your platform.
4. Select Manage my account as topic.
5. Choose the issue that best describes your problem.
6. Click on Select contact option.

____________________________________________________________________________________

If a post solves your problem, please accept it as solution.

[gksvr1]

Hey @houtblok,

You can still access the EA account that your PlayStation account is linked to it by signing in through your PlayStation account and you can unlink it there.

I suggest you to read this article before following the steps: https://help.ea.com/en/help/account/unlink-gaming-accounts-from-ea-account/

    1. At the top right corner, click on your username.

      

      ---------------------------------------------------

    2. Click on EA ACCOUNT.

      

      ---------------------------------------

    3. At the top of the page, click on Log Out.

    4. Close the tab.

    5. Repeat step 1-2.

    6. From the platforms list, click on the PlayStation button to sign in through your PlayStation account.

     

      ------------------------------------------------------------------------------------

    7. Go to Connections and unlink your PlayStation account there.

____________________________________________________________________________________

If a post solves your problem, please accept it as solution.

[houtblok]

Hello @gksvr1,

Thank you for your answer, I have tried that, however, when logging in with my PlayStation Account I get prompted with a screen that an error occured and that I have to reset my password for my EA Account. I get the error "connection_error_social_login_failure".

The EA representative from the helpdesk informed me that the EA Account connected to my PlayStation Account has been deleted, and that I have to reactivate it to regain access, but I do not know what EA Account is bound to my PlayStation Account as it was compromised previously and is not bound to my own EA Account.

[gksvr1 · Accepted solution]

Hey @houtblok,

In that case, the best advice I can give you is to contact EA Customer Support. They will take a look and let you know what can be done. 

1. Go to the EA Customer Support website: help.ea.com
2. Select Origin from the games list.
3. Choose your platform.
4. Select Manage my account as topic.
5. Choose the issue that best describes your problem.
6. Click on Select contact option.

____________________________________________________________________________________

If a post solves your problem, please accept it as solution.

[houtblok]

I have done that already in the first place, however the EA Customer Support representative could not help me any further without access to the EA Account due to EA's policies, I have no way to access the EA Account linked to my PlayStation Account as the Support representative mentioned the account is deleted and I don't know the email address that was linked. Therefore he suggested I should post my problem on the forum to raise attention.

Here is a piece of the transcript from my chat session with EA Customer Support:

Kanak (7/29/2022 21:36:12): Okay, now let me explain the situation, your PSN block is linked to a deleted account. So we at EA don't have access to that account to make changes, only you can log in to that account. So the only way to reactivate it is when the player uses their registered email ID using the article Recover Deleted Accounts in the link: https://help.ea.com/en/help/account/ close-ea-account/

Kanak (7/29/2022 9:38:08 PM): I fully understand your concern that the email is inaccessible and believe me I really want to help, but due to certain EA policies, the deleted account can only be recovered from player using the original email address on the EA website by resetting the password. I would also like to share this information with you that in order to make changes to the EA Account, we need to verify account ownership and the information for a deleted EA Account is not visible, which prevents account ownership verification . I know this won't resolve your concern, but we have already raised this concern with our studio team regarding the recovery of the deleted EA Account and hope there will be some changes soon

Deflin (7/29/2022 9:40:56 PM): Thank you for your help so far, but if the account is deleted I can't log in to it either, it's possible my problem will be escalated to a higher team who can help me can help with this further? I can verify that my PSN ID and my EA Account are mine

Deflin (7/29/2022 9:43:04 PM): Will the EA studio team contact me soon to resolve the issue with the deleted EA account?

Kanak (7/29/2022 21:44:56): I would mention it to the studio team as feedback from you and I recommend that you also report it on our EA forum https://answers.ea.com/ t5/Answer-HQ-English/ct-p/AHQ-English

Deflin (7/29/2022 21:46:20): Thanks for your help, I will also report it on the forum

[jj_jagiello]

I have exactly the same problem and EA support couldn’t help me either. I really don’t know what to do. 

[ywd4wmt4a947]

I'm having the same problem I was playing battlefield 2042 and took a brake and then it said I had to reset my password but a like would never come and they said my account has been deactivated. I don't know qhy they would do that seems kinda weird to me. But I forgot all about that and just quit playing but then the trial came out for the new need for speed and I got it and can't play it cause the issue was still there it is very upsetting that they can't just unlink the ea account from my psn account sence I can prove that the psn is mine and like a new ea account that I would make

[gathorga]

Have had the same issue changed password multiple times now and still get the same message everytime I play need for speed unbound. I guess I just wont be playing any ea games online now, not that I play online much anyway but still annoying that I can't connect my account