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Unable to log-in using email  XML
Origin  > Bugs and Issues
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Joined: 10/19/2012 04:02:15
Messages: 8
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Hello,

A friend of mine ask me to write about the following problem.

He can not log-in in any *.origin.com and *.ea.com web site using his email. He can not log-in in the origin client using the email. He is able to connect in the client only with his username, but then he doesn't see any of his games.

When he tries to log in or to reset his password, the system tells, that the email doesn't exists in the database.

He got an email on Sep 8, 2012 from support[at]ea.com, telling that EA/Origin is aware with the problem of missing games. But he is worried, because month and a half after the email, there is no solution,

The Origin ID of my friend is: tray***
His email is something like: pag***[at]gmail.com I do not want to write the whole email due security reasons.

Is his account suspended or something during merge process? Or is his account hacked?

Thanks in advance. I hope everything will be fine soon, because I know how difficult is to not playing good games :)

This message was edited 2 times. Last update was at 11/29/2012 20:22:57



EA Representative
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Joined: 01/19/2012 19:35:54
Messages: 23631
Location: EA Redwood Shores, Suzhou - China
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Hi dkolev80,

Thanks for your post.

Could you please direct to help.ea.com to talk with a game advisor or click "Origin help" within Origin to do a live chat for further help?

Regards,

EA_OriginSupport
Please visit help.origin.com for solutions to common Origin issues.
[WWW]




Joined: 10/19/2012 04:02:15
Messages: 8
Offline

[i]Deleted due solved problem[/i]

This message was edited 2 times. Last update was at 12/05/2012 12:37:22





Joined: 10/19/2012 04:02:15
Messages: 8
Offline

[i]Deleted due solved problem[/i]

This message was edited 1 time. Last update was at 12/05/2012 12:36:17



EA Representative
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Joined: 01/19/2012 19:35:54
Messages: 23631
Location: EA Redwood Shores, Suzhou - China
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Hi dkolev80 ,

Can you provieded your origin version,let me know it.


Try to turn off some anti-virus/spam software in your PC,

And do it again.

Thanks
[WWW]




Joined: 10/19/2012 04:02:15
Messages: 8
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Hello,

Thanks for the reply.

The Origin version is "Version 9.0.13.2142 - 194606". We tried to run Origin client with disabled anti virus, on other computer.. the result is the same.
I am not sure the problem is in the connection or the desktop client. The account seems to be deleted or something. Each *.ea.com and *.origin.com web site tells, that the email doesn't exists.

Thank you.


EA Representative
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Joined: 01/19/2012 19:35:54
Messages: 23631
Location: EA Redwood Shores, Suzhou - China
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Hi dkolev80 ,


Could you please try to on different browsers, such as Firefox, Chrome, IE ..etc. visit:help.origin.com

And could you please try to do a live chat on Origin client?

login Origin and click "help"--> Origin Help --> Live Chat

Regards,
[WWW]




Joined: 10/19/2012 04:02:15
Messages: 8
Offline

[i]Deleted due solved problem[/i]

This message was edited 1 time. Last update was at 12/05/2012 12:36:35



EA Representative
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Joined: 01/19/2012 19:35:54
Messages: 23631
Location: EA Redwood Shores, Suzhou - China
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Hi dkolev80,

Please contact the EA Customer Experience.
There are two ways.
1. Direct to http://help.origin.com (click “Contact US”).
2. At Origin client:
First please confirm your Origin language is “English US”.
(Click “Origin” --> Application settings --> General tab --> Origin Client Language-->English US.)
Then click "Help"(top left corner) --> “Origin Help” (menu option) --> Live Chat (top right corner of the Origin Help page).

Regards,

EA_OriginSupport
Please visit help.origin.com for solutions to common Origin issues.
[WWW]




Joined: 10/19/2012 04:02:15
Messages: 8
Offline

[i]Deleted due solved problem[/i]

This message was edited 2 times. Last update was at 12/05/2012 12:36:48





Joined: 10/19/2012 04:02:15
Messages: 8
Offline

[i]Deleted due solved problem[/i]

This message was edited 2 times. Last update was at 12/05/2012 12:37:42





Joined: 02/21/2009 20:02:05
Messages: 131
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dkolev80 wrote:I found tones of articles in internet describing the problem with altered emails and DOB in your database.
EA/Origin, any suggestions how you will help your customers?
At least you can change you verification logic.
My friend has tones of information about his account and purchases:
payment invoices, email confirmation for successful registration, email confirmations for all my purchases...


LOL even people like me but with non-hijacked are in the same situation. I know everything but the security answer. I'm not joking: EVERYTHING BUT THAT. They still don't want to provide help.

This message was edited 3 times. Last update was at 12/02/2012 17:20:27





Joined: 10/19/2012 04:02:15
Messages: 8
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I may need to apologize for something.
I run a deep search on my email and just saw, that I actually have a message after my email was changed.
The message is on Polish.... I do not speak Polish. I use English version of EA/Origin.

That is why I missed this message.




Joined: 12/05/2012 14:22:15
Messages: 1
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Hi all,
I the above mentioned "friend". I am very happy to say, that I managed to retrieve my account.
It happen very fast. I send as much possible information to EA_OriginSupport. Few hours later I was contacted by ?? support associate (who was very friendly and helpful). I provided detailed information about my games (of course all valid).

I spent some time to secure my account. My advice is to do the same. Set very strong password. It is good idea to connect my account with few others (facebook and so on).

[b]EA, thank you very much![/b]

PS: birth date can be changed. This may need to be clear in the support center.
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