Origin Account Hack

Kittie885

I just found out my Origin account has been hacked. I tried to add my real name to my security information and it asked me a security question in Russian. I'm trying to get that fixed right now, but I have a question.

If I just delete the whole account will I lose anything? Or can I then make a new one and continue playing the Sims 4 game like always? Will I lose all of my current Sims 4 saves? Will I have to re-download my Sims 4 game and expansion onto my computer and if so will the security codes you use to install them still work?

SparklePlumley

Have you called EA customer service? They would be able to help you and answer your questions.

SimTrippy

If I were you I wouldn't just delete the account, but talk directly to someone at Origin, through their chat should be quick and easy. Let them know about the situation as well, take screenshots or something (just in case you'd have any issues to reinstall but I don't think you will). Your saves are stored on your PC under Electronic Arts -> The Sims 4. Copy your saves, tray & mods folder & the options.ini file. That's all you need to put into the newly generated TS4 folder when you've reinstalled TS4 in order to still have all your saves. I'm sure someone will come in here with a more elaborate & precise answer to all your sub-questions but, for me right now, it's too warm to think so I hope this can help a bit

Kittie885

I don't own a phone. I tried contacting them but it requires a phone number, to call.. I'm trying to speak directly with someone online but they seem to be taking forever to get back to me and i'm thinking it may just be easier to delete the whole account, thus my questions. Normally i'd just create a new account without deleting the old one because that's the easiest but I suspect attempting to do so would just prompt "That email is already in use".

SimTrippy

Close the chat & try again. Normally it doesn't take *that* long - but I'd definitely contact them if I were you and I only ever use the chat to do that

SimTrippy

Also, I'm sorry someone hacked your account! What a plum thing to do ...

Nichaedemus

Hi,

In order to provide the best support for your account safety, EA advisors must take questions about hacked accounts by telephone. That said, if you really need to initiate contact with an EA advisor via Live Chat instead, you can visit https://help.ea.com and then paste in one of the following direct links shown below into your web browser's address field (note that you will be prompted to sign in if not already signed in):

https://help.ea.com/en/contact-us/?product=origin&platform=pc&category=manage-my-account&issue=restore-account

https://help.ea.com/en/contact-us/?product=origin&platform=pc&category=manage-my-account&issue=reset-password

Kittie885

Thank you Nichaedemus. I'll try that.

rosemow

Hello
This link may help
https://help.ea.com/en-us/help/account/i-think-somebody-hacked-my-origin-account-what-can-i-do-now/

Kittie885

I've had "your case summory" window and the mini pop up window that says "
EA Live Chat
Thanks for Contacting EA!
Hold tight, we're putting your information together and contacting an EA Advisor.Please stick with us until we confirm your case number on the page behind this window.
" open for half an hour with no response. Is this normal? How long will I have to wait?

rosemow

Hello.
It can take a while to access an EA Advisor, depending on how busy they are at the time and how many people are accessing help. It can sometimes take over an hour.
It is busier on weekends.

Kittie885

I tried that already Rosemow. Unofortunately none of those work for me. I don't have a FIFA account and any attempt to reset anything prompts me with the Russian security question.

rosemow

Kittie885 wrote: »

I tried that already Rosemow. Unofortunately none of those work for me. I don't have a FIFA account and any attempt to reset anything prompts me with the Russian security question.

Hello
I am so sorry that you are having this hacking issue. Live chat advisors will assist you with the issue.

Kittie885

I tried to ask a friend if I can use their phone to call but they won't let me because it's memorial day weekend. They said to wait next week. I guess i'm SOL for a while.

Kittie885

I've been sitting with the "your case summory" window and the mini pop up window that says "
EA Live Chat
Thanks for Contacting EA!" for over an hour with nothing. I think I am just going to give up.

rosemow

Kittie885 wrote: »

I've been sitting with the "your case summory" window and the mini pop up window that says "
EA Live Chat
Thanks for Contacting EA!" for over an hour with nothing. I think I am just going to give up.

Hello
There is usually a dialogue screen that says how long it will be until an advisor can talk to you. Try seeing if that time screen is there.

Kittie885

That screen never popped up. I suspected my browser my be to blame, I use Firefox. I opened it in Google Chrome, and also tried Internet Explorer with no success, though. Let me try disabling my antivirus.

Kittie885

When I tried to create a new case or resume the old ones it just gave me this message on the web page "Thank you for contacting us. We’d love to troubleshoot your issue and get you back in the game!
​To speed up that process, we need to talk to you on the phone." Again I think i'm just SOL for a while until I can find someone to call for me. Or just make a new Origin account.

Purrdalecki

@Kittie885 I had trouble contacting EA last time I did it. What you need to do is to try on a browser with no history, or cache, etc. Just clear it all. I did this on chrome and it worked, I tried multiple browsers trying to get a reply but it didn't work until I tried clearing the cache and that. It would say waiting time 5 minutes, and nothing would happen, until I tried the cache thing. You need your origin account to use ts4, it won't work without it.

rosemow

Kittie885 wrote: »

When I tried to create a new case or resume the old ones it just gave me this message on the web page "Thank you for contacting us. We’d love to troubleshoot your issue and get you back in the game!
​To speed up that process, we need to talk to you on the phone." Again I think i'm just SOL for a while until I can find someone to call for me. Or just make a new Origin account.

It would be best to try to call Origin. Perhaps you could get a family member or another friend to assist you.

DivieOwl

I wouldn't delete your account. Sims 4 is tied to that account, if you delete it, you run the risk of losing everything you've bought for sims 4 and all other games on origin. What the holiday weekend has to do with why your friend won't let you borrow their phone is beyond me, but I'd make it a point to get to a phone to call EA and get this resolved.

Kittie885

I'll see if I can get my dad to call next week some time.

rosemow

Kittie885 wrote: »

I'll see if I can get my dad to call next week some time.

Wirh your account having been hacked , it would be good if you could ask your Dad or another family member or friend to help you to make the phone call as soon as possible.
I send a hug to you and am so sorry that you are having these issues.