Faris (7/8/2024, 10:18:22 AM): By continuing, you consent to the monitoring and

storing of this conversation, including with an EA vendor, subject to the terms of

EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and
Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].

Thank you for contacting EA HELP, my name is Faris, may I start with your first
name please?
Alex (7/8/2024, 10:18:28 AM): Alex
Faris (7/8/2024, 10:18:46 AM): Hi Alex. Hope you're doing well. What can I assist
you with today?
Alex (7/8/2024, 10:19:09 AM): I lost my email linked to my old ea account.
Faris (7/8/2024, 10:19:22 AM): Thank you for bringing this to my attention. I will
do my best to assist you. Could you please provide me the email address associated
with your EA Account?
Alex (7/8/2024, 10:20:10 AM): [email protected]
Alex (7/8/2024, 10:20:25 AM): it is a student email that was deleted
Alex (7/8/2024, 10:20:39 AM): so i can't verify it
Faris (7/8/2024, 10:22:33 AM): Thank you for sharing the information. Since you
don't have access to the creation email or the oldest email, we can proceed with
account recovery process in order for you to change the email address of that EA
account, and you will gain access to it.
In order to make sure your account is secure and to validate you’re the owner of
the account, I have to ask questions about your account. Some of the information
will require you to be on the network that you play from. Do you want to proceed?
Alex (7/8/2024, 10:22:53 AM): ok
Alex (7/8/2024, 10:23:00 AM): yes
Faris (7/8/2024, 10:23:21 AM): Could you please inform me your IP Address?
In case you don't know how to get the Internet address, don't worry, here is a
link: https://whatismyipaddress.com/ (please note that this link does not belong to
an official EA page) that will help you to obtain the information, if you would be
so kind, tell me the address which you can see at the top in large where it says:
Your IP address is. I need you to share the IPV4 one with me. Please keep in mind
that we need you to get this IP from the same Network that you play from.
Alex (7/8/2024, 10:23:41 AM): 75.40.166.251
Faris (7/8/2024, 10:24:26 AM): Thank you for the IP address you have provided to
me, to continue further with the process, could you please answer some of these
questions?

1. Can you tell me a purchase you made on your account in the past 6 months? If you
are able can you please provide an invoice or Proof of Purchase for that purchase?
Please refer to this article on how to do it
https://help.ea.com/en/help/account/how-to-provide-proof-of-purchase/
2. Can you tell me when you last logged into your EA Account?
3. Can you tell me if you have an EA Play/ Pro subscription? If you do have it, can
you please confirm when you purchased it - and if it’s an annual or monthly
subscription?
4. Can you please provide me with some details on your account such as date of
birth, country, address and phone number?
5. Do you remember what email address your account was created with?
6. Do you have a secondary email address on the account and if so, can you provide
this?
7. Can you let me know any Linked Platform and Name/ ID on your account? (e.g Xbox,
Playstation, Steam, Epic, etc)
Alex (7/8/2024, 10:25:13 AM): 1. I have ea play, so i have not purchased any games
or ingame items within 3 years
Alex (7/8/2024, 10:25:33 AM): 2. i am logged in, however i cannot verify the email
Alex (7/8/2024, 10:26:11 AM): 3. I have ea play through xbox game pass pc
Alex (7/8/2024, 10:27:42 AM): 4. i live in the US, florida, 5045 SW 74th Terrace,
and I do not have a phone number linked
Alex (7/8/2024, 10:28:22 AM): 5. The one previously provided: [email protected]
school.org
Alex (7/8/2024, 10:28:29 AM): 6. no
Alex (7/8/2024, 10:29:01 AM): 7. Xbox PC Gamepass: Godygamer8745
Alex (7/8/2024, 10:29:34 AM): I want to unlink my xbox account from the EA account
Faris (7/8/2024, 10:29:57 AM): Thank you for sharing. I have gathered all the
information needed to recover the account. Before I review everything, could you
provide me your currently active email address that will be updated to the EA
account?
Alex (7/8/2024, 10:30:18 AM): [email protected]
Alex (7/8/2024, 10:30:42 AM): could you send a confirmation just to make sure it
works?
Alex (7/8/2024, 10:31:20 AM): Although i have an EA account already linked to that
email
Faris (7/8/2024, 10:32:19 AM): Thank you for sharing the information. I have sent
six digit numerical code to your e-mail address, once you receive it please share
it on this chat.
Alex (7/8/2024, 10:32:45 AM): 678113
Faris (7/8/2024, 10:34:01 AM): Thank you for the code. I want to inform you that
the email you have provided is already associated with your new EA Account. If you
wish to proceed with that email, you will lose access to the new EA account.
However you have the choice to provide me another email address, or I will gladly
wait for you to make a new one.
Alex (7/8/2024, 10:34:37 AM): i can give you my outlook if that is better
Alex (7/8/2024, 10:34:49 AM): [email protected]
Faris (7/8/2024, 10:37:24 AM): Please let me check that email.
Faris (7/8/2024, 10:39:35 AM): We can use that email. Considering the importance of
this matter, me and my team anticipate needing about 15 minutes to carefully review
and verify each piece of information. I'll be sure to keep you updated every 3-4
minutes. Is that alright with you?
Alex (7/8/2024, 10:39:45 AM): sure
Faris (7/8/2024, 10:41:50 AM): Thank you for your patience during this hold and I
appreciate it. I am still reviewing some information. I'll be here at all time so
please stay on this channel.
Faris (7/8/2024, 10:44:25 AM): I appreciate your patience during this hold. I would
need some time as I'm currently reviewing some information, so please remain on
this channel.
Faris (7/8/2024, 10:46:41 AM): Thank you for your patience. Your email address has
been successfully updated. I will now send a password reset to your new email.
Please follow through the steps, and you will have access to your EA Account using
the updated email and the new password. Please let me know if you have a successful
login to your EA account.
Faris (7/8/2024, 10:48:02 AM): In order to increase account security, please ensure
that all your account information details are up-to-date and correct; such as phone
number, secondary email address or home address.

We recommend setting up Login Verification will add further additional security to

your account. You can find instructions on how to set up Login Verification and
check it’s working here: https://help.ea.com/help/account/ea-login-verification-
information/
Alex (7/8/2024, 10:48:14 AM): Thanks so much
Alex (7/8/2024, 10:48:24 AM): I got the email and reset the password
Faris (7/8/2024, 10:48:54 AM): Okay. Please try to log in to your EA account now.
Alex (7/8/2024, 10:51:09 AM): i am not getting an email from the address with the
login code
Faris (7/8/2024, 10:52:08 AM): Alright. Could you try to open the email inbox and
double-check that any email filters are allowing messages from @ea.com and
@e.ea.com domains. Search for a past email from [email protected] and allow images to be
displayed or loaded. And resend a verification email. Wait up to 1 minute for the
you to receive the email.
Alex (7/8/2024, 10:52:11 AM): wait i just got it
Alex (7/8/2024, 10:52:23 AM): wait no i didnt
Faris (7/8/2024, 10:53:11 AM): So you didn't receive it?
Alex (7/8/2024, 10:53:19 AM): i am following your steps above
Faris (7/8/2024, 10:54:30 AM): Thank you for sharing the information. I have sent
six digit numerical code to your e-mail address, once you receive it please share
it on this chat.
Alex (7/8/2024, 10:55:04 AM): 938188
Faris (7/8/2024, 10:56:13 AM): Thank you for the code. We can try to add another
email address to your EA account as an alternate method to receive login
verification code. May I have your second email that is not associated with an EA
account?
Alex (7/8/2024, 10:57:16 AM): [email protected]
Alex (7/8/2024, 10:58:32 AM): okay it was just going to other
Alex (7/8/2024, 10:58:38 AM): sorry for the bother
Alex (7/8/2024, 10:58:42 AM): have a nice day
Faris (7/8/2024, 10:59:28 AM): So you have received it?
Alex (7/8/2024, 10:59:31 AM): yes
Alex (7/8/2024, 10:59:36 AM): thanks for your help