[INFO - READ FIRST] How to Contact EA Help and get Assistance [ Edited ]

[EA_Leeuw]

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Use EA Help for help on issues with your EA products or account.You can also check out Answers HQ and follow @EAHelp on Twitter for updates on emerging issues.

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Welcome to the AHQ topic dedicated to helping you connect with EA Help and receive the assistance you need.

We understand that reaching out to Support might not be something everyone wants to do, but our goal here is to make the process as smooth as possible.

Whether you're a passionate gamer seeking Technical Support or have questions about EA's products and services, this thread is designed to provide valuable insights, tips, and guidance.

Join the discussion over on the EA Services – General Questions board, or the other game-specific ones, and let's help each other in resolving your gaming queries effectively.

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Index

Navigating EA Help

• If you have a problem with your account

• If you have a problem with a game or product

• EA games with other support

  • Broadsword: Dungeon Keeper, Ultima Online, or Dark Age of Camelot
  • Firemonkeys games
  • Star Wars™: The Old Republic™

• Contacting us

General Self-Help

• I can’t remember what email I had or what email is associated with my personas
• How to turn on login verification or Not getting codes to your email address?
• My account is disabled/locked or I no longer have access to the email on file
• Banned or suspended accounts
• Login credentials are expired
• Unlinking/linking accounts
• Account recovery
• Hacked account

Other

• What is a beta?
• How to remove the minimized notifications for the EA app

[EA_Shepard]

If you have a problem with your account

1. On the EA Help homepage, select Account support.
   
   
   
   
2. Choose the option you need help with.
   
   
   
   

Alternatively, if you are already navigating the EA Help Support portal (https://help.ea.com), you can select "EA Account" and explore the Help Options available there.

If you have a problem with a game or product

1. On the EA Help homepage, type the title of your game or product into the search bar.
   
   
   
   
2. Select the game or product you need help with from the search results.
   
   
3. Select the topic that best describes your issue in the Top topics. If you can't find it there, select See all help topics.
   
   
   
   
   1. If you select See all help topics, you can find your topic quicker by using the categories list.
      
      
      
      

EA games with other support

Some of our games have their own support separate from EA Help. Here’s how to get help with those:

Broadsword

Get help with:

• Dungeon Keeper
• Ultima Online
• Dark Age of Camelot

Firemonkeys games

Get help from Firemonkeys support or on Answers HQ.

Star Wars™: The Old Republic™

See the best way to get help for Star Wars™: The Old Republic™.

Contacting us

If you need to speak to a member of our team to fix your issue, an option to Email us or Chat with us will be available in the help topic.

If you select Email us, you may get a reply from e.ea.com. This is an official email account from us, so make sure you add it to your contact list. That way it won’t end up in your spam/junk folder.

If there’s no option to email or chat with us, you may not need to contact us to get the help you need. If your issue is temporary, we’re likely aware of it and working on a fix.

If you’re not sure, start here:

• Check out the Answers HQ forums for tips, workarounds, and solutions from other players.
• Follow us @EAHelp on Twitter for real-time updates on issues. That’s also where we’ll let you know when we’ve fixed a problem.

Read more at https://help.ea.com/help/faq/using-ea-help.

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[EA_Shepard]

How to locate the email on file with your EA account

The EA App

1. Launch the EA app and log in to your EA Account with your EA ID and password.
   
   
   
   
2. Click the menu icon (it looks like 3 lines) in the top left corner of the app and select Settings.
3. Click My Account.
4. Click Manage.
5. A browser window will open with a page for My Account. On the About Me tab, you’ll see a preview of your email address with asterisks.

On Origin

If you’re on a Mac, you can find your email address using Origin by logging in with your EA ID.

1. Launch the Origin client.
2. Sign in to your EA Account with your EA ID and password.
3. Click on your EA ID at the bottom of the client.
4. Click EA Account & Billing.
5. A browser window will open with a page for My Account. On the About Me tab, you’ll see a preview of your email address with asterisks.
6. Click Edit next to Email Address.
7. We’ll send you a code to verify your identity.

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[EA_Shepard]

My account is disabled/locked or I no longer have access to the email on file

Players may log into the EA App, or directly into their game on their respective platform, and they are prompted with an error that their account is disabled, or they no longer have access to the email on file with the EA Account

First, we want to try and perform a password reset If you know the original email on file with the EA account.

I forgot my password

1. Go to the EA Help login.
2. Click Forgot Your Password? to reset your password.
3. Enter your email or EA Account ID.
• If you forgot the password for an underage account, enter the underage EA Account ID, not the parent or guardian email.
• If you don’t remember your email or ID, try logging in with a connected platform account.
• Check your email for a link to create a new password, and follow the instructions.

I don’t have access to my email address

 If you don’t have access to your email address, don’t remember what the full address is, or don’t have access to your EA Login Verification methods, see how to get help with your account.

Once you know what your EA Account’s email address is, you can log in to your account on ea.com to update it. 

• Forgot your password? Reset it
• Learn how to swap your email address from one account to another.

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[EA_Shepard]

Your Login Credentials Have Expired Error!

When you log into the Ea App/Origin or one of your most favorite games, are you receiving an error similar to the following?

"Your login credentials have expired, but all you need to do is reset your password. Scan the QR code or use the URL below to get started, or to get help if you’re having trouble."

This error can happen for a couple of reasons. The main callouts are the following:

• Your EA account has been set to disabled which you can follow the steps here
• You are resetting the password to the wrong EA account and you can follow the steps here

Resetting the EA account password does not always work as the account may have become disabled, or the password for the wrong EA account is being reset.

I don’t have access to my email address

If you don’t have access to your email address, don’t remember what the full address is, or don’t have access to your EA Login Verification methods, see how to get help with your account.

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[EA_Shepard]

How to link platform accounts to EA

On your platform

Open one of our games on your PlayStation®, Xbox, or Switch.

• Some games ask you to log in at the start, while others prompt you to sign into EA servers when you try to access online modes.
• Enter the email address and password for your primary EA Account when you’re asked to log in.
• Once you’ve signed in, your accounts will be linked.

On EA Help

• Click Log In.
• Choose the option to sign in using your platform credentials.
  
• Fill in the login details from your platform in the pop-up.
• If your EA Account and the account you’re linking use the same email address, you will be prompted to verify your login.
• All set! Your accounts are linked.

I want to link my EA Account to another service

You can follow these steps to link your EA Account to Prime Gaming, Steam, Twitch, or Epic Games.

• Link your EA Account to Steam
• Link your EA Account to Twitch
• Link your EA Account to Prime Gaming
• Link your EA Account to Epic Games

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[EA_Shepard]

What to do if your EA Account has been hacked

Try to access your account on a PC

• If you think your account may have been hacked but you can still access it, try to secure your account with these steps.
• Clear your browser cache. This deletes saved web info that can include old passwords. 
• Reset your EA Account password.
• Choose a strong, unique password that uses a combination of letters, numbers, and special characters.
• Reset the password for the email address you use on your EA Account.
• Turn on Login Verification as an extra security step.
• This will send you a code to confirm your identity when a new device tries to log in to your EA Account.

Once you’ve successfully completed these steps, your account should be secure. Keep monitoring your account for suspicious activity and reach out to us if something doesn’t look right.

 You’ll also want to secure your console accounts again. Reset your PlayStation™ Network Online ID, Xbox Live Gamertag, or Nintendo Account password.

 TIP: We recommend having different passwords and security questions for each of your accounts.

 If you play on mobile

Check out our other steps to help resecure your mobile games.

• When you connect your mobile account with your Facebook, Google Play, or Game Center accounts, your login information (username and password) from those connected accounts never reaches our servers.
• Your login credentials are not visible to anyone, including anyone here at EA.

Remember to never give your Facebook, Google Play, or Game Center username or password to anyone. We’ll never ask for your password, either. 

Learn more about phishing and how to avoid it.

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[EA_Shepard]

Get information about your account lock, ban, or suspension

Think your account was locked, banned, or suspended by mistake? Let us know so we can help.

View your account locks, bans, and suspensions

Go to My Ban History to view more info on and dispute your active locks, bans, and suspensions.

Think your account was hacked?  Follow our steps to help re-secure your account before you contact us.

How to contact us about account locks, bans, or suspensions

• Let us know if you think the lock, ban, or suspension on your EA Account (or one of the platform accounts that’s linked to it) was a mistake:
• Click Contact Us. 
• Sign in to your EA Account that has the lock, ban, or suspension, if you haven’t already.
• Click the plus sign in the Email section to fill out our webform and give us the details about your lock, ban, or suspension.

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[EA_Shepard]

Not getting codes to your email address?

Try resending the code. If that doesn’t work, make sure: 

• Your inbox isn’t full
• You’ve checked the spam folder
• You or your service provider haven’t blocked us.

If you’re still having trouble, contact us to set up a secondary email on your account to receive codes. Be ready to share a different email address from the one used to register for your EA Account.

Tip: Keep your email address up to date so you can always get your codes.

Set up multiple methods for Login Verification

• Make sure you can always access your account by having more than one Login Verification method. We can send you codes by email, text, or the app authenticator. You may only be able to use some of the options, depending on where you live.
• Go to your EA Account Security settings.
• Under Login Verification, find Preferences.
• Click Edit.
• We may ask you to verify your account. We’ll send a Login Verification code to either your email or phone number.
• Choose the new method you want to add to your account.
• Click Send Code.
• Use that code to activate Login Verification for a new method.

Using the app authenticator

• When you use the app authenticator, you’ll get a code from the Google Authenticator app whenever you need it.
• Pick App Authenticator when you’re setting up Login Verification, then click Continue.
• Choose your device from the dropdown menu.
• Install the Google Authenticator app for Google Play or iPhone.
• Open the authenticator app.
• Click Begin Setup.
• Choose how you want to set up the authenticator:
• Choose Scan barcode to scan the QR code from your Settings.
• Choose Manual entry to type in your EA Account’s email address and the Secret Key from your Settings.
• Enter the code that the authenticator gives you.
• Click Save.

Now when we ask you for a Login Verification code, you can open the app and enter the 6-digit code that appears.

Tip:  Each code lasts for a limited time. If the timer on the code is about to run out, wait for a new code. That way you know you’ll have enough time to put it in.

Where can I find my backup codes?

• If you lose your phone, the authenticator app fails, and you can’t access your email address, backup codes are the only way to sign into your EA Account from a new device. You can view and renew these codes in your EA Account Security settings.
• Go to Backup Codes and click View to find them.
• Write your backup codes down and keep them in a safe place so you’ll always be able to log in when you need to.

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[EA_Kent]

What is a beta? 

The beta stage

Video game developers make games in a series of distinct stages, broadly often called something like alpha, beta, and release. You might also see terms like limited regional launches and playtests depending on the game.

In the beta stage of game development, the game is functional and playable with most of the content, features, and game modes. The beta version might include 1-2 playable characters, a demo mission, and some online multiplayer.

Developers use betas to collect player feedback, fix bugs, and improve connectivity before a game is officially released.

How do I join a beta test?

How you join a beta will depend on the game, and whether the beta is closed (restricted) or open (unrestricted). At EA, we work with our player community to help us make great games. One way we do this is through the EA Playtesting program.

For most closed betas, you’ll need to sign up for EA Playtesting and opt-in to email communication from EA to be selected and get a beta code. Here’s how to check whether you’ve opted in to emails from EA:

1. Log into your EA Account.
2. Go to Account Settings.
3. Click on Email Preferences.
4. Under Manage your email preferences, click on the box to provide your consent. A check mark should appear.

You can then choose the frequency of emails and which games and platforms you’d like to get news for.

How do beta codes work?

A beta code is a string of letters and numbers that acts as your key to accessing most closed beta tests. If you’re selected to participate, you’ll get an email confirmation, along with your code. These emails will always come from an official EA email address, such as EAPlaytesting@ea.com.

Learn more about redeeming your beta code for your chosen platform.

How do I share feedback about my beta experience?

Player feedback helps ensure our games are the best they can be. After taking part in a beta, you’ll have the opportunity to tell us what you enjoyed about the game and where you think it could improve.

Outside of the Playtest environment, continue the conversation with other players on Answers HQ.

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