Unable to log into EA access Origins (Wrong Email) Xbox One

[tydun1]

I decided to buy Madden 19 since I have been getting into football lately. Once I made my purchase and installed the game I was required to simultaneously sign into an EA access/Origins account while being logged into  my Xbox Live account. This is as far as I have got into this game because it is forcing me to sign in with an old email that both no longer exists, but I have not used for roughly an entire decade. 

So here we go. I contact EA Help annnnnnnnd they do nothing.

I chose the option where they have a EA Help agent call you. I am immediately informed that they cannot and wont even try to solve this issue over the phone and that you have to fill out and submit an account recovery form and to wait for an email. 

My first attempt at submitting this form resulted in being ignored. They simply just never responded to my request.

After prodding them and requesting multiple phone calls for clarification of what I exactly need to do to play the game I bought, They refer me back to this Form and instruct me to wait for yet another email response.

I actually received a response. To my surprise, it started pleasant. I thought they were really going to help me. Long story short, after a lengthy conversation and waiting over 2 weeks to play the game I purchased "Madden 19".... The EA Help agent currently on my case will only copy and paste the same response when I message them and ignores my questions. They are outright refusing to help me.

along the way I spoke with At&t about the old email and have transcripts of the conversation with them affirming that the old email address did exist, but was deleted and is not recoverable form prolonged inactivity I also spoke with Xbox Live Customer Support and they cannot do anything since EA is its own entity.

What am I supposed to do?

Can somebody Help me here?

I also need to receive this security code they are "sending" me, but I am not getting anything at all. 

The following is my email conversation since yesterday February 7th:

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EA)

Hey there,

I’m Rahul L and I’m the EA Help Specialist looking into the problem with your account.

Console verification code will reflect immediately in notification of console. Please confirm and disable your console’s Privacy Settings so we can send you the verification code again. After you get the code, write it down, then restore your console’s settings.

Thanks for sticking with us while we get things sorted out.

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Me) 

I am certain I have all of my privacy settings off. There is no on or off button that I can switch. I went through each option and set my privacy settings open to everyone. There are no children protection settings on.
Is there a specific setting I should be looking at for your message to come through?
I am looking at my Xbox live messenger and notification center and I still have not received anything.

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ME)

Are you still there?

Are you sure that the message was sent to "Omitted"?
Sometimes people miss spell the gamertag, or add an apostrophe in the "Omitted".
The gamertag should be spelled with all lowercase, no punctuation, and a space between every word.

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EA)

Hi there. I am Neeraj from the Account Recovery team. 

I would like to inform you that we have sent a verification code to your console. Please check your console notifications to find the code. I would request you to please provide that code to us so that we can take further course of action.

Thank you for sticking with us. We really appreciate your patience.

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Me)

Hello,

I am still not receiving the security code.
I have had the Xbox live profile for more than 13 years. Are you sure the message is being sent to "Omitted"?

Also, can you clarify what exactly to check in the privacy settings?

I have set every single setting open to everybody. From what I can tell. There aren't anymore privacy settings left that I have not already found.

There is not a general "privacy settings off" toggle switch. The privacy setting is a menu with rough 20± different setting options. Each option is not always "on or off" either.

I do not understand why I am not receiving my security code from you guys. My internet connection is excellent, and I have restarted my Xbox console numerous times now.

Everything on my end is good to go.

Is there something I am missing?

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EA)

Hi there. I am Neeraj from the Account Recovery team. 

I would like to inform you that we have sent a verification code to your console. Please check your console notifications to find the code. I would request you to please provide that code to us so that we can take further course of action.

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Me)

I asked a few questions that you did not answer. Instead of copying and pasting the same email again, can you help me?

You have not sent anything to my Xbox live account.

If you are not going to be able to figure out how to send a message, I would like the EA Origins account "Omitted@sbcglobal.net" removed or untethered from my gamertag "Omitted". I have another EA Origins account that I have full access that I would like to log in with on Madden19. The whole issue here is that Madden19 will not let me sign into my accessible account because there is no option to change the email address when singing in.

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EA)

Hi there. I am Neeraj from the Account Recovery team. 

I would like to inform you that we have sent a new verification code to your console.

Please check your console notifications to find the code. I would request you to please provide that code to us so that we can take further course of action.

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Me)

Can you send the code one more time?

I just got out of a conversation with Microsoft services Xbox Help desk and they had me reset all my settings. Microsoft said that if it does not go through this time something is wrong on your end.
The employee I spoke with said you may be trying to send the message by using that old email "Omitted@sbcglobal.net" which wont work. my Xbox Live account "Omitted" is under "Omitted@yahoo.com".

On the Microsoft/Xbox side of things, "Omitted@sbcglobal.net" was never used for anything. Only on the EA Origin account sometime in the past, most likely almost a decade ago, did I use "Omitted@sbcglobal.net".

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EA)

Hi there. I am Neeraj from the Account Recovery team. 

I would like to inform you that we have sent a new verification code to your console.

Please check your console notifications to find the code. I would request you to please provide that code to us so that we can take further course of action.

[tydun1]

UPDATE

After Changing nothing, except for resubmitting a new case over and over again. I finally was connected with an EA Help Customer Support employee that was able to send me the "security code" to my Xbox account. 

The email address change that took approximately 10 minutes and was very simple it seems. Unfortunately in all reality that 10 minutes is just added to the last 2 or so weeks I have been trying to get this done.

But I am still not done.

Yay! my email is changed and all I have to do now is a basic password reset right?  Yes that is accurate. So now when I enter my new, updated, and completely accessible email I receive the following message:

Password Recovery Sent

Check your email 

We just sent instructions for completing your password reset to the email you used to set up your EA Account. 

If you don't see it in your inbox within the next few minutes, try looking in your spam folder. 

If you have a limited access account, the email was sent to your parent’s or guardian's email address.

The new problem

The password reset instructions are not being sent to my email. I have sent myself emails to this account from a few other email addresses I have and they all go through without a hitch, so my updated email address is fine. I booted up Madden 19 on my Xbox One and when it asks me to sign into my EA Origins account my new email address is reflected there. It no longer is forcing me to sign in with that old non existent email. I still just don't have the password. So now I know that my account did in fact get updated with the good email address, I have access to that address, that email address does in fact receive emails, and everything is spelled correctly with no typos.

I will update again once I file and conclude yet another new case with EA Help.

[tydun1]

UPDATE

After starting a live chat with EA Help. They were able to push through the password reset email to my email address.

I do not know what they can do differently. Their email for password reset should be the same email that is sent when I request it my self via their password reset page. Yay! My password is reset and I am in my account. I can now play Madden 19 (The game I bought half a month ago).

NEXT PROBLEM

So now, because I do not want to experience this again I am navigating straight to the account security page to update all of my current information and to add a secondary email. NOPE. Even though I am logged into my profile, when I try to change any information EA is making me enter another security code that they are "sending" to my email. I can see my email address that is on file. It is fine, and correct. There is nothing wrong with my email. My email received the password reset when I was in live chat with EA, and from myself via other email addresses. So why is it that when I request a code myself, that it literally NEVER goes through.

So after all of this trouble, I cant even update my own account information because it is blocked behind a "security code" wall EVEN THOUGH I am already logged in.

Gonna start another case. FML

[HonestKetchup]

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@tydun1 wrote:

UPDATE

After Changing nothing, except for resubmitting a new case over and over again. I finally was connected with an EA Help Customer Support employee that was able to send me the "security code" to my Xbox account. 

The email address change that took approximately 10 minutes and was very simple it seems. Unfortunately in all reality that 10 minutes is just added to the last 2 or so weeks I have been trying to get this done.

Hey, I am in the exact same scenario as you - finally found someone sharing the same frustrations as me. I was told that a "security code" was sent to my console - but got nothing in my Xbox messages. When yours showed up, did it appear in your standard Xbox messages (like when another player messages you) or somewhere else? Still waiting on a reply from EA after telling them I never received anything.

Thanks.

[tydun1]

Hey! 

Yeah it truly is infuriating. The message will be sent to the same inbox you receive messages from other players on the consol just as you described.

One of the times I spoke to EA Help over the phone, the employee told me they literally have a bunch of consoles laying around just for stuff like this.

I had to keep resubmitting a new email case to get a competent employee on my case.

Once someone who was literate and didn't just abuse the copy and paste function was on my case, it only took 10 minutes to fix everything.

[tydun1]

UPDATE        

The last problem I described with not being able to amend my settings after already being logged in was an EA site issue itself.

I was informed that they were having regional issues where accounts weren't syncing properly.

I have not tried to fix my account settings yet, but assume that it is already fixed since that was a few days ago.

[HonestKetchup]

Wow, that is really infuriating. So did you keep re-filling out that account recovery form each time you made a new case? How annoying. It's ridiculous how many people you have to go through just to get a message sent to your account. The most frustrating part for me is the fact that I can sign in to the account using my linked Xbox Live profile (which I do know the sign in for) on the EA help website and that still isn't enough to verify me. Thanks for your reply. I'm still waiting on a reply after not receiving the Xbox message (even though privacy settings are set correctly).

[sounerfan16]

I am having the same issue with “privacy settings” on my Xbox One.  Had an old email that I can no longer access.  It’s been almost a year or “sorry, we can’t help you” back and forth. Now they are supposed to be sending a code thru XBox “within hours.”  It’s been 6 days.  I have made sure all privacy settings are set to “allow” on both Xbox.com and on the console.  I did not know exactly where to look for the code until now, so thank you!  It’s not been sent yet, so I will call yet again and remain on the call until I see it this time.  Please keep this thread open and updated for those who need it.  Obviously, this is a HUGE problem for EA and they have handled their secondary verification process very poorly.

[davidofarrell]

Hi, I’m in the Same situation here ... I’m at the stage where they are sending the code to verify console for the second time after being ignored  etc.

couple of questions.

were they corresponding with you via email when they sent the code ? 

What do you do with the code when you receive it ? 

Does it show on Xbox app on phone or do I need to keep checking the console for message ? 

Thanks in advance 

[EA_Blueberry]

@davidofarrell 

The code will be sent to your console's notifications. If you're not getting them, double-check your privacy settings on your Xbox console and profile. It's possible the code could be getting blocked due to account settings.