November 2022 - last edited November 2022
Hi @j8070800ut16,
Yes, there's some things we can try. Before doing so though, now would be the best time to note down your Player ID and Ally Code. Once you've saved those details somewhere for yourself, double-check these two things real quick:
There are other basic troubleshooting steps in that article to try and it's no harm running through those either. If none of these steps help that connect option to appear though, it suggests that the issue is almost definitely the age thing.
Without getting into case specifics (like email address, names, ages, etc), how did things go with the support team? Did they pull up your SWGOH account and check the age register to it??
- EA_Lanna
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November 2022
Hey @EA_Lanna I have gone through those steps a few times, that is where I always get sent to start.
I have yet to have a person on the phone or in game check out my account that I am aware of. In fact I asked a person directly to check to see if it was just under my daughters account and they told me they cannot do that. My daughter has adjusted her age on google to mine just in case. EA had previously done something about 6 years ago to this account to allow me to have in game chat and make purchases through my google play, but I am still stuck signing in with her google account (which is something I would love to fix).
I just went and cleared the whole phone cache and reinstalled the application, previously I had just done it in that specific game. This has not changed anything.
I have screenshots of player ID, ally code, etc.
November 2022 - last edited November 2022
Hi @j8070800ut16,
Ok, I can see where things are getting mixed up on the support side. So, the agent is correct in that the EA support team wouldn't be able to pull up accounts from other companies, the Play store for example would be Googles domain.
As you're looking for the 'EA Connect' option, which tries to connect the SWGOH gaming account to the EA account, it's these accounts we'd want a look at and the Live support team can check on both of those accounts for you (you can see your EA account's DOB here). That Date of Birth for both of these accounts needs to be above the age of 18.
What I recommend doing now is:
That should help prompt the advisor to check for the DOB's on both accounts. If the DOB is registered as under 18 for one or both of those accounts, you'll need the advisors help to 'Age-up' the accounts. They'll ask you at that stage for proof of age to ensure you're not a minor chancing their arm to get access to features currently not available to them (read for more on that). There'll be set criteria as to what's accepted to prove that but once that's been verified, they'll update the DOB for both accounts and you should be able to use the 'EA Connect' option from there.
- EA_Lanna
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
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Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
November 2022
@EA_Lanna after over an hour of chatting and a lost chat, I was just told changing a birthday can only be done through the mobile (in game) support. I couldn't even get them to tell me what the birthday was, although I suspect it was my daughters. Back to mobile I go......
November 2022
@EA_Lanna you are a star, thank you ! It was exactly what you said it was, all is working.
December 2022
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Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
January 2023 - last edited January 2023
Hi @kerem4l3md4r,
I've merged your thread in with this existing one on the topic. Could you check out the pinned post/accepted solution and follow the advise I've shared in there please? You'll need the support team's help on this one if that's the error message you're encountering. Please send in a case from in-game, here's how: How to contact support
Thanks,
- EA_Lanna
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
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Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
March 2023
Hello,
I am facing a problem with my account in Star Wars Galaxy Of Heroes, I am trying to link my guest account that I have on my phone from Star Wars Galaxy of Heroes and I cannot do it because when I created my account 3 years ago I quickly entered my age to be born in 2009 by mistake because I didn't know it would affect some of the games settings and features and I didn't pay much attention.Now I can't use the Chat settings and Connect buttons, because the game thinks I am 14 and a half and until I reach 15 the game doen't allow for these features to be enabled. So is there any way any EA or SWGOH employee help me enabling these buttons so I can finally link my game to my gmail and not have to endure another year almost, of panic attacks when the game crashes and I need to re-install it?
Thanks in advance for the help!!!
I have linked how it should look like and how it looks for me right now...
March 2023 - last edited March 2023
Hi @wwvl4987v346,
In short, no - not through the forums. You will need to contact our support team directly using the steps outlined here: How to contact support
The support team is needed as updating account information requires verifying you are the owner making that request which we can't do through any other channel. After that stage is passed, they'll then ask you for proof of age to ensure you're not a minor chancing their arm to get access to features currently not available to them (read for more on that). There'll be set criteria as to what's accepted to prove that but once it's been verified, they'll update the DOB for your account and you should be able to use the 'EA Connect' option from there.
- EA_Lanna
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.
Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds