Game

[bigg88shotta66]

Need help with this issue 

[EA_Aljo]

Hi there, @bigg88shotta66 

It looks like you're not signed in to your PSN ID. If you are, I'd like you to power cycle your equipment with the following steps: unplug your modem/router and console. After 2 minutes plug in the modem/router. Let them come back online completely. Then plug in your console and start it up. Let me know if that helps or not. Thanks!

[jrdachshund]

I've been having the same issue on PS5 for the last week. It was working fine until then, and all other online functionality for other games (including Madden 21 somehow) works fine. Had my friend login to my PSN account on his PS5 at his house and he got the same error (works fine for him on his own account), so I'm confident it's an issue with my EA account and not anything with my network setup.

[EA_Aljo]

@jrdachshund 

Did you try power cycling as I mentioned in my last response?

[jrdachshund]

@EA_Aljo 

I have tried power cycling my PS5 and my modem, logging out and back in, uninstalling and reinstalling the game, changing passwords on my PSN and EA accounts, changing every network setting I can think of, unlinking and relinking my PSN and EA accounts, and more. 

As I mentioned, I also had my friend try to log into my account on his PS5 on his network at his house, and he got the same issue.  He can use his own account with no issues.  That would seem to rule out any issues with my PS5 or my network and indicate that the problem lies with my EA account.  And again, I think I've done everything I can with the account on my end (log out and back in, reset passwords, unlink and relink).

[EA_Aljo]

@jrdachshund 

I definitely do not recommend unlinking your account. That has the risk of losing all content and progress. Which, we would not be able to recover.

Since this is pointing to an account issue, please open a case with an advisor by following the instructions here.

[jrdachshund]

@EA_Aljo 

I've talked to 3 EA support advisors already.  They all gave me steps to try that assumed the problem was with my PS5 or my network, which did not fix it.  One of them told me I could unlink and relink and I would not lose any data as long as I linked back to the same account, so I went ahead and tried it because no one has given me any better ideas.

The last support advisor suggested I post in this forum since they didn't have an answer, and now you're suggesting I talk to a support advisor because you don't have an answer, so I'm not really sure where I'm supposed to go from here.

[gccbama]

@jrdachshund I have tried everything as well, and still no solution. I had my friend login on my Xbox and he could play Madden 24 and 23 on his own Xbox, but only Madden 24 on mine and couldn’t play Madden 23 even with his xbox account. It’s as if my EA account is locked into it and won’t work even with other accounts.

[EA_Aljo]

@jrdachshund 

Try deleting the personal saved data for Madden 23. It's possible you could lose any offline saves and changes to settings. Normally, those will download from the cloud, but I can't guarantee that will happen. Go to Settings/Storage/System. Locate Madden 23 and delete the saved data.

@gccbama 

Here are those instructions for Xbox:

1. Press the Guide button and then highlight the Madden 23 tile.
2. Hit the Menu button. It's the small one to the right of the Guide button with 3 horizontal lines on it.
3. Next, go to Manage game and add-ons > Saved data. Delete the file with your gamertag on it.

Also, try clearing the alternate MAC address with these steps:

1. Go to your Xbox Settings
2. Go to "Network", then "Advanced Network Settings"
3. Click on "Alternate MAC Address", and then click "Clear"

[jrdachshund]

@EA_Aljo 

I have already tried deleting my local saved data.  After doing that, when I started Madden 23, it went through all the normal first-time set up stuff, but then when I got to the main menu and tried to access an online mode, I got the same message about not being connected to EA servers (and still could not connect by pressing R2).  So it still seems to point to an issue with my EA account.  (I did have my saved data backed up to the cloud and was able to re-sync later to get it back, so nothing lost.)

I did try going back to EA Help to either resume one of my existing cases or start a new case, and I no longer seem to have the ability to start a chat with an advisor like I could a few days ago.  I'm not sure if there is a problem with that on my end where something is no longer loading properly or if EA chat is not currently available.  I just get stuck in a loop of going to the article on help logging into your account, then clicking the "still need help" button and taken to a page where there is no option to start a chat and my only options are to select a different topic or go back to the same unhelpful article.  Additionally, my existing cases for this issue show a status of either "Fixed" or "Resolved," even though the attached transcripts clearly indicate that my problem persists.  So, as of now, I'm not sure if anyone at EA is looking into my problem.  Is there a phone number or email address for EA Help, or is the chat option (which I cannot currently access for some reason) the only way to get to a live person?

I am extremely frustrated, as I had recently started an online franchise with a group of friends.  We got through the preseason with everything working fine and now are stuck in week 1 since I can suddenly no longer connect to play my game (all other members can connect without issue).