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I permanently screwed up my kid's Fortnite account by requesting help from Epic's Support Team
- Thread starter BadHand
- Start date
It has to do with solving the problem of his kid playing Fortnite. Seeing how the PSN account is in lockdown and I doubt he wants all of his trophies and saves thrown away by creating a new PSN he could get a cheap holiday priced Xbox and set his kid up there to play Fortnite via his old Epic account.
Unless it's not his Epic account he cares about but instead PSN purchases. Those are likely toast.
The weird thing is, that you didn't had to verify your email address when signing up for an Epic account.
I have several email addresses and they are all programmed onto my G-buttons on my Logitech keyboard. That way I will never make a typo while registering for an account or just signing in.
I have several email addresses and they are all programmed onto my G-buttons on my Logitech keyboard. That way I will never make a typo while registering for an account or just signing in.
I can feel for OP. The account management is definitely odd. Especially if you had accounts linked to different emails before cross play happened. Even I was getting a bit confused on how I had to unlink and then relink.
I hope I haven't missed this, but have you tried reaching out via Twitter? Maybe a quick tweet to a human explaining the situation might help?
It looks like the email pattern for Epic is [email protected]
I would get on LinkedIn and find the appropriate people to email directly about this and see if you can get any traction that way. Because this sounds ridiculous. I work for a software company and not having a process that protects against email sign ups with typos is laughable.
They should be able to verify your identity and change it
I would get on LinkedIn and find the appropriate people to email directly about this and see if you can get any traction that way. Because this sounds ridiculous. I work for a software company and not having a process that protects against email sign ups with typos is laughable.
They should be able to verify your identity and change it
If you start playing on consoles, it pulls all information from your psn/live account. you can then login/signup on the website using psn or live as the auth provider. you can then enter an email address manually, but once you save it, nothing can be changed until it's been verified. it's not even asking you to confirm the email by typing it twice. so yeah, this is all on epic and it's unbelievably idiotic.
and this has nothing to do with PSN, the same could have happened to me last week when I registered my xbox live account for crossplay.
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That sucks man. I remember losing my original Xbox live account login details as a kid and never being able to login again. I was bummed out about it. Life went on though. The one positive thing is it's just Fortnite that was effected and not multiple games. I sort of see why Epic can't move on their security stance or else people would take advantage of the system for malicious purposes
OP
OP
A rep responded this morning to the second ticket I sent in - says that he can't help me while another agent is assigned to a similar ticket. I also got a response from the original agent: "If you want to continue playing on this platform, please reconnect your PSN ID to the Epic account." - too bad he has forgotten that he closed the Epic account... and that the PSN ID is actually still connected to it, and that is the problem.
I did send a tweet off to a developer I found, think it was the technical lead. Haven't had a response yet. Maybe the next step is the reddit post some were suggesting.
The PSN was the only account ever registered to the Epic account and his PSN has the correct email. he has never registered any other platforms. I'm still not 100% on how the whole thing works - the only thing I'm really worried about now is "unlinking" his PSN account from the Epic account they closed. Until that is done he's essentially been banned from playing Fortnite on his PSN account.
This was my assumption at the time. I've never had to create a Mojang account for him to play minecraft with his pals. I've really not paid much attention to Fortnite or took the time to understand how it all works.
I did send a tweet off to a developer I found, think it was the technical lead. Haven't had a response yet. Maybe the next step is the reddit post some were suggesting.
The PSN was the only account ever registered to the Epic account and his PSN has the correct email. he has never registered any other platforms. I'm still not 100% on how the whole thing works - the only thing I'm really worried about now is "unlinking" his PSN account from the Epic account they closed. Until that is done he's essentially been banned from playing Fortnite on his PSN account.
This was my assumption at the time. I've never had to create a Mojang account for him to play minecraft with his pals. I've really not paid much attention to Fortnite or took the time to understand how it all works.
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Someone with a better understanding of this should confirm what I'm saying before you take it as true, but: isn't unlinking the PSN account a bad idea?
I remember that, before they caved on cross-play, part of the problem was that unlinking your PSN account wiped all your progress/items (and you still couldn't do cross-play). Did that change once they changed their stance?
I remember that, before they caved on cross-play, part of the problem was that unlinking your PSN account wiped all your progress/items (and you still couldn't do cross-play). Did that change once they changed their stance?
This is an issue with Epic and even Spotify. They don't do e-mail verification. I received so many e-mails this year about failed sign-ins and password resets for an Epic account, even though I've never played an Epic game or have any interest in Fortnite. I kept contacting them to remove my e-mail address but they just kept sending me crappy automated responses and were really slow. I eventually ended up threatening to report them for breach of GDPR and eventually they suspended the account associated with my e-mail address.
Similar issue with Spotify, someone signed up using my e-mail address. Their support team was very helping in resolving this.
Why neither of this companies use e-mail verification in 2018 is beyond me.
OP
OP
I got a post up on Reddit this morning, but the general advice so far is that Epic has terrible customer service, they blanket deny support requests to make the workload manageable and the only thing I can do is make a new PSN account to play Fortnite.
EDIT: Now they removed the post; Rule #8 Account Support Posts are Not Allowed.
EDIT: Now they removed the post; Rule #8 Account Support Posts are Not Allowed.
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FYI, I wrote about your problem and emailed Epic Games PR: https://mp1st.com/news/parent-gets-...just-by-trying-to-update-the-registered-email
I got a reply saying it got routed to Nick, who's the senior PR manager. Once I know more, I'll PM you or post here. :)
I got a reply saying it got routed to Nick, who's the senior PR manager. Once I know more, I'll PM you or post here. :)
Popping in this thread to say that this is very very cool of you.
Very awesome of you to do this, hopefully OP's issue is resolved in a matter of time.
Wouldn't be able to have cross play/cross progression if there wasn't a secondary account system
OP
OP
I'm really grateful to you for doing this - my son is feeling a bit better today. We did toss around the idea of getting him another PSN account just for Fortnite, this would mean him switching back and forth accounts though and seems a bit of a nightmare. Obviously better than having no access whatsoever.
The support guy who originally disabled the account has emailed back again - he asked for the same verification information that I already emailed to him, so I'm not confident the issue is gonna be solved this time around but you never know.
If you don't mind, I'm gonna PM you my email address and that way if that PR gets in touch you can pass it along?
The thing with Fortnite is that a lot of items can't be gotten again. Either because they were part of a previous season's battle pass or Epic just never put them back in the shop rotation. It's part of making them seem valuable.
Losing the account like that really sucks.
That's a really bad outcome. This might sound messed up, but if you want any hope of this being fixed, you should tweet a real sad message from your son to the game, the developers and Sony.
I guarentee you the problem can be fixed, but Customer Service wont do it without someone who matters telling them to.
I guarentee you the problem can be fixed, but Customer Service wont do it without someone who matters telling them to.
This sucks, I hope the situation is able to be resolved OP.
Epic really needs to step up on their customer service.
Epic really needs to step up on their customer service.
OP
OP
A good update to end the night on - I just got an email from support saying they have reversed the suspension on the account, they even apologized for the inconvenience! My kid is very happy.
Many thanks to everyone who had input, helped and gave some solid advice.
Unfortunately, it was explained that changing the email address typo is impossible due to some sort of technical limitations - so I'm back to square one in this regard and stuck with someone elses email registered to the account (which must suck for them). I don't plan on trying to get this fixed anymore given the risks... it doesn't seem to affect the game itself and only prevents me from managing/changing the account information.
It might not be the best customer service, but at least they're working sundays evenings. Best of all I can stop feeling guilty as hell!
Many thanks to everyone who had input, helped and gave some solid advice.
Unfortunately, it was explained that changing the email address typo is impossible due to some sort of technical limitations - so I'm back to square one in this regard and stuck with someone elses email registered to the account (which must suck for them). I don't plan on trying to get this fixed anymore given the risks... it doesn't seem to affect the game itself and only prevents me from managing/changing the account information.
It might not be the best customer service, but at least they're working sundays evenings. Best of all I can stop feeling guilty as hell!
Good to hear! It's completely bizarre that they can't do something as simple as updating an email address, though...
Reading your post, it sounds like you were trying to doing a phishing scam to get into the account.
Did they really perma-ban the account or did they just suspended it to lock the "scammer" out?
Did they really perma-ban the account or did they just suspended it to lock the "scammer" out?
I just skimmed and couldn't find if you tried, but is the typo email actually registered? If it's just a gmail or something, you could try actually signing up for that email?
Glad to hear it's worked out for you OP, atleast partially. But seeing Epic's weird infrastructure backend...did they happen to help Sony set up PSN back in the day? Lol
Glad to hear things got a semi resolved for you, especially it being your kids account, I'm sure that was a terrible feeling. Atleast if it was your own you could say oh well, even if it sucked.
excaliburps Also want to chime in that that was very cool of you. I've been in situations where I've run into dead ends with who or how to contact a company usually gave up. So you reaching out really is awesome.
excaliburps Also want to chime in that that was very cool of you. I've been in situations where I've run into dead ends with who or how to contact a company usually gave up. So you reaching out really is awesome.
Damn. Glad you got your kids account back but that's some piss poor infrastructure they got there.
This is any idea but also a chance I'm not sure I would take. What if the person he emails ends up just taking the account or something. Not sure how all that works, but I always expect the worst from people. I'm quite cynical.
Well he's probably already getting email verification messages from them, so he runs the risk of the guy getting fed up and calling epic and having them close the account.
Yeah, if the address actually exists and the person who has it isn't a twit, the OP may be able to coordinate with them to change the address associated with the account. Obviously, though, this would come with its own risks. The reason Epic won't help is that the policy governing e-mail address changes requires the user to respond from the address currently associated with the account (I updated mine back in September), and he's made it clear he can't do that.
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