November 2021 - last edited November 2021 by EA_Mako
I have recently joined the Xbox Game Pass which includes EA Play membership. My Xbox Game Pass shows that I have not linked the gamertag to an EA account however when I try to link it, it then tells me my Gamertag is linked to another account. This could only have really happened prior to EA Play launching in 2014 on Xbox One as in that era I went from Xbox 360 to PS4, and have never owned an Xbox One series console.
I did have a second EA account - I can't even remember why, but it was linked to an email account which no longer exists and I have no method of recovering the email account regardless. I contacted "<>" from the EA help live chat who confirmed that my secondary account was deleted and the information is no longer held for legal (GDPR) reasons, however he could see that the account was the one my gamertag was linked to. He also confirmed that Microsoft would not be able to unlink the gamertag from the deleted EA account. He informed me that he believed me when I said that I could not access my ancient email account and that therefore there was nothing I could do on my end.
He said that I accepted this could be the case when I agreed to a disclaimer that I could never have seen as the disclaimer included information about EA Play. I asked what EA could do to resolve the situation where I am unable to access EA Play which I am paying for through my Xbox Game Pass package, however <> was intent that nothing could be done and refused to escalate the case when I asked (four times!)
So I am in a situation where I am paying for an EA service that I cannot access, whilst the EA live chat advisor just kept running around in circles and contradicted himself. To add insult to injury, after refusing to escalate the case he flounced off, ending the chat, and recorded the case as fixed. This is absolutely not a fixed case.
As you can imagine, after being given contradictory information, not being able to respond to factual statements, and giving me obstructions rather than assistance, I am rather frustrated, however, whilst text can unfortunately be interpreted in many ways I did retain my composure.
All I am looking for is either a workaround to allow me to access what I am paying for via the Xbox Game Pass route, or for my gamertag to be unlinked from an account which no longer exists) so that I may re-link to my main EA account. If I'm honest, I don't even remember linking my gamertag to any EA account, so I can only assume he is correct when he says I went through a deletion process and would have been informed about certain limitations, even if the disclaimer he copied and pasted couldn't have existed at the point I may have last accessed the old EA account over a decade ago (prior to some of the content in the disclaimer even existing). There is also a possibility that the account was deleted due to inactivity, but I cannot confirm this, nor deny that I may have gone through a deletion process of my choosing, as again, we're talking a long time ago.
I have included the transcript from the case below but obviously retracted certain identifiable information for obvious reasons. I am obviously happy to provide the case number if that is helpful, however again it incorrectly says that the issue is fixed.
Please could someone with a solution offer assistance?
[CM - Edited to remove staff name]
Solved! Go to Solution.
November 2021
Hey @darkedgy,
If you open a new case and state that you'd like to make a complaint, the advisor will walk through that process with you.
You can find information on how to access your data here, or for any GDPR requests you'll need to speak with an advisor and they can get that started as well.
Neither of those situations can be handled via the forums I'm afraid.
Accounts cannot be unlinked from an EA Account if you're unable to verify enough information to prove ownership of the EA Account.
November 2021
Hey @darkedgy,
I'm afraid we're unable to make any account changes or review these types of situations on the forums as we aren't able to verify or discuss any account information in a public space.
This will involve recovering the old account or verifying enough information for an advisor to be able to make those changes for you, so to do that you would need to reach back out and speak with another advisor.
November 2021
Thank you for this. As you can see from the transcript, the advisor on the line was not willing to offer me a solution like that which you have suggested, as in verifying enough information for an advisor to make the changes for me.
I will try again and hope that I get better luck.
November 2021 - last edited November 2021 by EA_Mako
Ok, I have only got slightly further and I'll be honest, I'm not confident with the information I have been given by two advisors now as the information contradicts. Full transcript below but the key bulletpoints are:
I accept that there are procedures in place to protect accounts from being hacked. However, it is simply not a case that this process is suitable for genuine customers who have a problem and that there must be a way around this. It's rather archaic that a deleted account isn't really deleted and could potentially create it's own GDPR issues.
<> (23/11/2021, 12:30:13): Thank you for contacting EA HELP, my name is <>, may I start with your first name please?
(23/11/2021, 12:30:22): Hi <>, my name is Nathan
<> (23/11/2021, 12:30:53): Hello Nathan! Nice to meet you. Hope you're doing well. How may I help you at this moment?
(23/11/2021, 12:33:07): I am having problems with unlinking my Gamertag from an old and rarely used secondary EA account so that I can link it to my current main EA account to use EA Play. I have subscribed to Xbox Game Pass with EA Play but cannot access the EA Play side of things until I can link my account.
The second EA account status is currently 'deleted' and the email address used to register it can't be accessed and isn't recoverable. A colleague of yours on the forum suggested you may be able to restore the account and remove the link if you're able to identify enough information about me in order to do so.
<> (23/11/2021, 12:35:09): Alright champ! As I understand your concern you have an issue with unlinking your Xbox from an EA account.
<> (23/11/2021, 12:35:20): I will surely try my best to help you fix your issue. Please do not worry as we are here to help you.
(23/11/2021, 12:35:59): Thank you
<> (23/11/2021, 12:36:31): May I know the original email address of the EA Account on which you have issues?
(23/11/2021, 12:37:17): I believe it was [redacted] (I haven't accessed the account for approx 10 years so I'm going by memory)
If it helps, an advisor yesterday was able to locate the account with my gamertag [redacted]
<> (23/11/2021, 12:37:50): Please let me try for you.
<> (23/11/2021, 12:41:04): Alright! I can see it's a deleted account.
<> (23/11/2021, 12:41:43): So we can't check what email ID was linked with this account since the account is deleted and we can't access the logs.
<> (23/11/2021, 12:42:30): All you need to do is restore the account with the email ID with all possible email IDs you have.
(23/11/2021, 12:45:10): Ok, but if it is linked to the email address I can't access (I don't believe that address even exists any more as that's similarly not been accessible for over a decade) is there any other way my gamertag can be freed from a deleted account?
<> (23/11/2021, 12:46:08): No, since the account is already deleted only the account owner can retrieve it and make the changes.
<> (23/11/2021, 12:46:47): I understand you are an account owner but since you don't remember the credentials then even EA can't help you.
(23/11/2021, 12:47:55): Ok, so if I made a GDPR request to have my identifying information (gamertag) removed from all existing records, how would EA process that?
<> (23/11/2021, 12:49:21): For deleted account we can't have the tracks and logs so we can no help a player make a changes.
(23/11/2021, 12:50:37): So this would be a breach of the General Data Protection Regulation regarding identifiable information you hold about me.
<> (23/11/2021, 12:52:34): Dear Nathan, I hope if you can understand that since even we can't access a deleted account's logs info only the true account owner can retrieve the account.
(23/11/2021, 12:53:45): May I ask if you're able to see if the EA account ID is [redacted]
I have just tried the restore process and instead of being told it is wrong, I have been told that my password will be sent to the email on the account (wierdly in HTML script rather than a web page)
"We sent instructions on how to reset your password to the email you used to set up your EA Account. Check your spam folder if you don't see it within the next few minutes"
<> (23/11/2021, 12:54:58): I can see the GT is still showing linked with the account.
<> (23/11/2021, 12:55:13): SO you receive the email with the reset password.
(23/11/2021, 12:55:35): Yes but I don't have access to the email account as it no longer exists
<> (23/11/2021, 12:57:27): Then you can't make any changes.
<> (23/11/2021, 12:57:36): Please let me know if there is anything else I may help you with.
(23/11/2021, 12:59:09): So is there any way I can get access to the EA Play service that I am paying for?
<> (23/11/2021, 13:00:44): Sir please try and understand that once you verify the true account ownership then only after the account verification purpose you can make the changes in the account.
(23/11/2021, 13:02:01): That's what I'm attempting to do but EA is limiting my ability to do this
(23/11/2021, 13:02:14): Is there any way I can access it via my Xbox gamertag?
<> (23/11/2021, 13:03:00): For the account safety and security purpose EA has made such policy so no intruder or phisher could attempt through us to take over your account.
<> (23/11/2021, 13:03:39): Even if the true account owner comes and says that account credentials and linked platform belongs to him.
<> (23/11/2021, 13:04:00): All you need to verify the account and recover it.
(23/11/2021, 13:05:44): I understand that there needs to be security protocols, but for genuine people that have a problem there should surely be a workaround. that's why I'm asking if I am able to attempt to log into EA with my gamertag anywhere
<> (23/11/2021, 13:07:42): Sir I also informed you that there is no way apart from what you're expecting from us.
<> (23/11/2021, 13:07:52): You have to believe us.
(23/11/2021, 13:07:52): I have just found a method to log in via my gamertag, but again in doing so it is telling me that my password will be emailed to an email account that no longer exists
<> (23/11/2021, 13:08:20): This is the only option we have sir.
<> (23/11/2021, 13:08:50): Else we would not kept informing you the same thing again.
(23/11/2021, 13:08:51): It actually told me that my password had expired and that I would need to reset it, so it accepted my gamertag credentials
(23/11/2021, 13:09:53): The message I am getting brings me back here: Please reset your password
Your login credentials might have expired. Good news: all you need to do is reset your password.
If you need additional help, please visit help.ea.com.
(23/11/2021, 13:10:20): So please could I have help resetting my password?
<> (23/11/2021, 13:11:46): I think now you're not understanding what I am saying. How can we help you reset a password for an account that you do not even remember.
<> (23/11/2021, 13:12:35): To send you reset password we need the original email that you do not remember and manually it can not be changed since we can't access the deleted account.
(23/11/2021, 13:14:02): I do remember the account, I don't have access to the email address it is linked to and the password has expired. I've advised you what I believe the EA ID to be and I have been able to get as far as the password reset but I don't have access to the email account as it no longer exists. I have already provided EA with the email address of [redacted].
The problem isn't that I don't remember the email address, it is that the email address no longer exists for me to be able to access it in the first place
<> (23/11/2021, 13:15:52): You are making me helpless by asking for something that we can't help you with.
<> (23/11/2021, 13:16:15): Why would I waste your time if we had any alternate to offer you?
<> (23/11/2021, 13:17:24): Still I suggest you please wait for some time and try to remember the right email ID wit all your possible email attempts.
<> (23/11/2021, 13:17:37): Otherwise there is no way apart from this.
(23/11/2021, 13:18:25): I believe you are misunderstanding. I remember the email address, I cannot access it as it no longer exists
(23/11/2021, 13:18:52): It is not a case that anyone will be able to access the email account as it is gone. it does not exist at all
<> (23/11/2021, 13:19:54): Please accept my sincere apology if I sound misunderstanding.
<> (23/11/2021, 13:20:23): There is only one way that only a player can make the changes with a deleted account.
<> (23/11/2021, 13:20:49): We can not do anything as we can't access track or locate any account details or logs.
<> (23/11/2021, 13:20:58): So no changes can be done.
<> (23/11/2021, 13:21:38): You need to get the account access first else you'll lost the credentials and belongings.
<> (23/11/2021, 13:22:07): Moreover this you can ask the console team to unlink for your Xbox.
(23/11/2021, 13:23:05): I have considered contacting Microsoft to do this (assuming you mean them) - however your colleage Md yesterday advised me that this wasn't possible
<> (23/11/2021, 13:26:06): Alright then! I would suggest you first get the account access by contacting the domain party as this is the only way you can get the access and restore your account to unlink your Xbox.
<> (23/11/2021, 13:27:04): Please let me know if there is anything else I may help you with.
(23/11/2021, 13:27:45): What is the 'domain party'? I'm not familiar with this term and want to make sure I understand this correctly
<> (23/11/2021, 13:28:36): Like your email domain ends with Gmail so you have to contact them for the account access.
(23/11/2021, 13:29:21): Ok, I thought you said I could ask the console team to unlink the gamertag?
<> (23/11/2021, 13:30:13): No need to do that .
<> (23/11/2021, 13:30:35): Is there anything else I may help you with?
(23/11/2021, 13:30:49): No need or it's not possible?
<> (23/11/2021, 13:31:12): I didn't get you.
(23/11/2021, 13:31:41): You said I could contact the console team. But now you're telling me that there is no need - but if this offers me a solution then there is a need
<> (23/11/2021, 13:32:45): Alright then! You can contact them if you want else majorly you need to contact Gmail if your email domain was with Gmail or any other domain.
(23/11/2021, 13:34:07): So just for clarification: Microsoft will have the ability to unlink my Xbox Gamertag from the old EA account so that I can link it to my main EA account?
(23/11/2021, 13:34:19): As if so, that seems like a far easier solution
<> (23/11/2021, 13:35:47): It is all up to them. Otherwise you have the second option to contact with the domain team to get the access for your email and easily get your account restored back. Then I think you won't have to unlink the Xbox too.
(23/11/2021, 13:37:30): And to further clarify, I'm not looking at changing gamertag, but keeping my gamertag which is almost 20 years old, but removing the EA link so that I can link it to my existing EA account. If that is the case, that sounds like the most sensible solution given that my old email account hasn't existed for a decade.
<> (23/11/2021, 13:38:52): Cool. So please let me know if there is anything else I may help you with.
(23/11/2021, 13:40:25): Ok, I'm taking that response as confirming that this is an option and I will attempt to contact Microsoft to attempt to unlink from their end.
<> (23/11/2021, 13:41:39): This is just a suggestion as we can't confirm if they will make the changes or not. What I have suggested you about is contact the domain team to get the email access back.
<> (23/11/2021, 13:42:46): There is no need to contact console team but if you wish then you can proceed. From our side please be strongly confirmed and sure on to get the access of your email with the email ID domain team. Alright?
(23/11/2021, 13:43:27): Ok, contacting the console team was your suggestion as above - whether or not they're willing is one thing, but you have implied that they would have the capability to do so if willing and this I will take to them, thank you
<> (23/11/2021, 13:44:04): Alright!
<> (23/11/2021, 13:44:15): We hope to maintain a good relation in future with you.
(23/11/2021, 13:46:58): Thank you.
[CM - Edited to remove staff name]
November 2021
Right unfortunately this problem is still not resolved.
Despite what your advisor told me (as per the transcript), Microsoft aren't able to update EA's information on their servers and as such I have gone around in circles.
Their tech support came back with:
"Hello,
Unfortunately since it's an EA account, we cannot unlink it from our end, you need to investigate further with EA support."
When I explained further that I have exhausted that avenue:
"We completely understand your concerns, but please be aware there is nothing we can do from our end. EA needs to assist you with your request since the issue is on their end."
And again when I expressed to them my disappointment in EA, they responded with:
"Please be aware as Xbox support we do not have any contact with EA support, we completely understand your frustration and concern. We kindly ask you to reach to EA support in order to get this sorted for you, since the issue is on their end."
As I have tried your advisers twice now and have been told mistruths by both advisors, I would like to see a copy of the complaints procedure and I would like to request how I get in contact with your data controller as per UK GDPR.
November 2021
Hey @darkedgy,
If you open a new case and state that you'd like to make a complaint, the advisor will walk through that process with you.
You can find information on how to access your data here, or for any GDPR requests you'll need to speak with an advisor and they can get that started as well.
Neither of those situations can be handled via the forums I'm afraid.
Accounts cannot be unlinked from an EA Account if you're unable to verify enough information to prove ownership of the EA Account.