Hacked and lost coin

[xxcarlosxx89]

I've been hacked twice within a week total of 1.9mil gone and ea support keep saying to same stuff over and over again. I've sent them email after email there not replyed what so ever. I've been playing fifa since 09 and I get treated like this from ea. I think it's bang out of order. 

[EA_Lanna · Accepted solution]

Hi @xxcarlosxx89, 

We aren't able to help with missing content on Answers HQ or make account changes to your EA account, only the Support team can assist in that way, but I would till strongly encourage you to go through resetting these security steps if you're concerned someone's hacked your account twice already. 

Please also make sure to take advantage of the security settings available for any of the connected accounts linked up to the EA account as well. Examples of connected accounts include the email address registered on the accounts and accounts such as Steam, Amazon and Twitch, Console accounts (PlayStation, Xbox, Nintendo Switch, etc),mobile accounts (Apple ID, Google Play) and Social Media accounts (Facebook). 

Thank you, 

EA_Lanna

[EA_Lanna · Accepted solution]

Hi @xxcarlosxx89, 

We aren't able to help with missing content on Answers HQ or make account changes to your EA account, only the Support team can assist in that way, but I would till strongly encourage you to go through resetting these security steps if you're concerned someone's hacked your account twice already. 

Please also make sure to take advantage of the security settings available for any of the connected accounts linked up to the EA account as well. Examples of connected accounts include the email address registered on the accounts and accounts such as Steam, Amazon and Twitch, Console accounts (PlayStation, Xbox, Nintendo Switch, etc),mobile accounts (Apple ID, Google Play) and Social Media accounts (Facebook). 

Thank you, 

EA_Lanna

[xxcarlosxx89]

@EA_Lanna Thank you for getting back to me. I've already resettled my account passwords when it first happened but I'm still getting hacked.

[EA_Lanna]

Hi @xxcarlosxx89,

That's a good start but there is more involved with updating the security settings across all of those accounts I listed above then resetting the password. Each account will have it's own set of security measures that should be updated following a compromise on a linked account, for example changing security questions and adding login verification codes are other security measures that should be updated. Each account type will have guidelines to help you out with that, please consult those to ensure you're maximising your security across the board to help limit compromises.

- EA_Lanna

[xxcarlosxx89]

@EA_Lanna Everything you've just said in that message I've done last night. I reseted everything and done a two step login. So hopefully it won't happen again. I've still not heard anything back from EA support people how long does that normally take??. This as really lost my faith in EA for the near future.

Thank carl

[EA_Lanna]

Hi @xxcarlosxx89,

The response times vary from the Support team depending on the case. We won't have those insights into your Support cases on Answers HQ.

If there's no response after a few days or if you're in any way concerned the case may have fallen through for whatever reason (maybe technical issues, etc), get back in touch with the support team by creating a new case and referencing the case number for the one you're concerned about.

Head to help.ea.com and select 'Contact us' to start filling out a help ticket for them and choose from the available contact options that pop up. The support team will examine things to better to understand what might be happening to that case for you from there and help to ease those concerns. If there was an issue, the advisor will correct that asap.

- EA_Lanna

[xxcarlosxx89]

@EA_Lanna Thank you for your help. Hopefully I can get it sorted soon.

Thanks Carl