My daughter has an account and cannot reset her password

[ridicusuol]

Hi,

my daughter has an own account, but resetting the password does not work. There is no email coming neither to the inbox nor to the junk mail. There is no option to send any emails or request if your are not logged in.

This is really ridiculous!

How to proceed? Any ideas??

[crinrict · Accepted solution]

I assume trying to login without wating for an email with the new password does not work ?

If so, you need to talk to a game advisor about that. Just use the account you've used now.

The AnswerHQ is about Users helping Users.

Game advisors can be found through live chat.

1. https://help.ea.com/en/contact-us/ 
2. Set your language to US at the bottom
3. Describe your issue with a few words
4. Select Product: The Sims 3
5. Select Category: Billing/Purchasing or Account Management
6. Select Platform: PC
7. Click Find solution
8. Scroll down and click I still need help
9. Click Chat Now to chat with a Game Advisor
   

With Pics here: http://sims3.crinrict.com/en/2012/10/how-to-contact-ea.html

[EA_Francois · Accepted solution]

We understand your frustration. Unfortunately, child protection laws are exceedingly strict regarding what can and cannot be done with a child account.

From my end it seems that you were able to get your issue sorted, so I'm gonna go ahead and mark this as solved. If it wasn't, please update this thread.

Bottom line for people looking into child account issues: contact support! :P

[ridicusuol · Accepted solution]

Indeed now it is solved: the fifth advisor was finally clever enough to simply provide me with a new game code. I just wonder why the other four did not get this idea ...
Maybe this info is helpful för other users :-)

[crinrict · Accepted solution]

I assume trying to login without wating for an email with the new password does not work ?

If so, you need to talk to a game advisor about that. Just use the account you've used now.

The AnswerHQ is about Users helping Users.

Game advisors can be found through live chat.

1. https://help.ea.com/en/contact-us/ 
2. Set your language to US at the bottom
3. Describe your issue with a few words
4. Select Product: The Sims 3
5. Select Category: Billing/Purchasing or Account Management
6. Select Platform: PC
7. Click Find solution
8. Scroll down and click I still need help
9. Click Chat Now to chat with a Game Advisor
   

With Pics here: http://sims3.crinrict.com/en/2012/10/how-to-contact-ea.html

[ridicusuol]

They could not help, I have to through the telephone support. Case closed for today

No way to reset an underaged account, how stupid!

[crinrict]

Sorry to hear that. 

So there's no way she can get back into her account now ?

[ridicusuol]

Well, they told me in the chat to call, her account would be transferred to mine. Telephone times are 8-17, but at 8.05 it is still just an snwering machine. Calling at 16.50 gave me waiting in the telephone cue without result. Inbetween no chance to call due to work. They also told me to use VOIP (Skype), but that only works if you have a credit, as they do not give a Skype name ...

I will give it another try on the chat now, but this is definitly the last time I ever bought any game from them!

[EA_Francois · Accepted solution]

We understand your frustration. Unfortunately, child protection laws are exceedingly strict regarding what can and cannot be done with a child account.

From my end it seems that you were able to get your issue sorted, so I'm gonna go ahead and mark this as solved. If it wasn't, please update this thread.

Bottom line for people looking into child account issues: contact support! :P

[ridicusuol · Accepted solution]

Indeed now it is solved: the fifth advisor was finally clever enough to simply provide me with a new game code. I just wonder why the other four did not get this idea ...
Maybe this info is helpful för other users :-)