Account Recovery - Verifying Console

[HonestKetchup]

I'm having one of the worst possible experiences recovering my EA Account and it's honestly disheartening.

I own an EA Account that is linked to a permanently deleted email account and I don't remember the password. My Xbox Live account is linked to this EA account so I'd like to recover it. Using the linked Xbox credentials I'm able to sign in to the account on help.ea.com as well as answers.ea.com.

However, I can't change the email because that requires the password. I can't reset the password because that requires the email.

I was directed to the account recovery form. Great, I know a ton of information about the account and can even play several EA games on the linked Xbox profile.

I make it to the step where someone is sending me a verification code to my Xbox to "verify my console". All they tell you is to "disable privacy settings" (not possible on Xbox btw, there is no enable/disable, you just need to make all your settings open). I've confirmed with Microsoft that my settings allow me to receive messages from others. But I never receive the message. I've been told by an EA phone advisor that they simply use a console to send you a message just as another Xbox profile would. It goes to your normal messages inbox like any other message would.

I tell the EA advisor that I didn't receive the code. They tell me they've resent it. Still nothing. I ask them to try again and to make sure they're spelling my Gamertag correctly and inserting the space in my name. After two tries they just close the case and say "Sorry, we can't verify your account"..

How is this the standard process for account recovery? There is NOTHING blocking me from receiving messages on my console. I even tested it by having other accounts message me. So because someone at EA support can't simply send another player a message on an Xbox, I have to suffer and start the entire process over again? What does it take to be in contact with someone competent enough to actually do this process correctly? Each and every time I do this I tell them the exact spelling of my Gamertag on the form. I tell them to let me know if there's something I need to change on my console so I can receive their message (according to Microsoft, there isn't). But I just get my case closed and I have to start over.

I have never been in such a frustrating experience as an end user and a customer. For someone who can't get access to original account credentials but can literally sign in to the account and verify every other piece of information, this is beyond infuriating. So I'm off to fill out the account recovery form for the 7th or 8th time to try and do this again.

Does anyone have any tips to get in touch with someone who is actually capable of sending a message of Xbox Live instead of the slew of specialists that can't seem to do it?

[EA_Darko · Accepted solution]

SOrry to hear that you are having issues @HonestKetchup but if your Xbox account is not receiving the verification code then this would point to a possible issue with your account settings.

The best thing to do is take a look at this Xbox help article in relation to ensuring that your account is able to receive messages: https://support.microsoft.com/en-ie/help/4482922/xbox-one-online-safety-and-privacy-settings-for-par...

As we cannot assist with account-based issues on AHQ then the best thing I can suggest is asking the live support adviser from which Gamertag they are sending the message from and message them yourself to see if it triggers the delivery of the verification message as worked for @BreakWarrior297.

Darko

[BreakWarrior297]

Hello yes I had the very same problem but I asked what the Gamertag was that they sent the message from and they told me. I typed in that Gamertag sent a message to it then bam the verification codes that they sent twice was right there. I was so relieved and I hope I this helps you!

[insy48einrx0]

What was the gamertag 

[EA_Darko · Accepted solution]

SOrry to hear that you are having issues @HonestKetchup but if your Xbox account is not receiving the verification code then this would point to a possible issue with your account settings.

The best thing to do is take a look at this Xbox help article in relation to ensuring that your account is able to receive messages: https://support.microsoft.com/en-ie/help/4482922/xbox-one-online-safety-and-privacy-settings-for-par...

As we cannot assist with account-based issues on AHQ then the best thing I can suggest is asking the live support adviser from which Gamertag they are sending the message from and message them yourself to see if it triggers the delivery of the verification message as worked for @BreakWarrior297.

Darko

[kevinmalte43]

Hey I'm having issues with my login verification I can't access to my online games for madden and FIFA the email that is shown is not my email I already was in the help chat but the person told me to go ea.com/account recovery so you can help me recovery my account for it.

[EA_Darko]

Hey @kevinmalte43 if you do not have access to the email on your account then you will need to fill out the account recovery form which you can find here: https://help.ea.com/tr/help/account/im-locked-out-of-my-ea-account/

Darko

[mams0804]

Hi, 

I have the same issue but I received the recovery code. What am I supposed to do next? Please let me know. Thanks. 

[DiddleTiger200]

@mams0804 Yes! What are we meant to do with this Verification Code sent to us? What

[mams0804]

@DiddleTiger200 Hi! I don't know if you have the same issue like me but do the following :
Visit Help.ea.com
1. Select Contact Us.
2. In What can we help you with? Select the game or service.
3. What platform are you playing on? Select the Platform.
4. Select Topic.
5. Select Issue
6. Click on Select contact option
Fill in the details (If Required) .Click on Next.
7. Under Recommended Support option
Click on Chat (Fill the Subject).Click Chat Now.
8. Under Other Support Options.
Click Get a Call.
Fill in the details and phone number.
Select the Request a call.
Wait for the chat and sort out the issue with them.
They will include one more mail for you but you won't be able to change it I think.
But you need to do it to have 2 mails on your account.
Afterwards go to security on your account.
Change your login Verification to phone.
You will receive it through message on your mobile and be able to login.
Hope this help.

[maponsaty]

@HonestKetchup Ea is the dumbest thing on GOD