The Risk to Lose Your Rivals Account

Piwi is a passionate Rivals player. He played thousands of games, and spent hundreds of dollars. He helps lead & organize a Top 10 alliance, so volunteers his time to make the game experience more fun for dozens of additional active players who together spent thousands of dollars on the game.

Piwi’s profile, showing his activity and unit levels (implying his spend)

Why do I tell you about Piwi? Because he lost access to his account. He tried to get it back by contacting the EA customer support. But no to avail so far.

The issue: Despite the account being clearly identified, and him being able to show payments data, EA claims they cannot reactivate the account for lack of the “PersonalId” that players can find in their Settings > About page in the app.

In my view, this is odd. With the combination of payments data and identification of the account, EA should be able to help a very valuable customer here. Maybe there’s some process or rule that prevents this. But maybe also, the Customer Support just didn’t try all yet. Anecdotal evidence for the latter is that Piwi’s experience with the EA support has not been great. 

This excerpt (click to enlarge) shows a part of the contact log Piwi had with EA. Always a new representant, back and forth between mail and phone. I can understand that it’s not easy for a Customer Rep working on all EA games to solve this case, but this doesn’t mean that the case is unsolvable.

Some words from Piwi about the interaction so far:

“I was supposed to upload the payment receipts, and then at least get compensation for that. But it didn’t happen. The last two calls I had were not documented. And the screenshots also show that EA didn’t manage to properly call me, or managed to interrupt the calls. I felt like they have been unable to cope with my case and just hang up.”

Why do I write this post?

1. I hope that EA will still be able to help Piwi. Their German Customer Support might have been run by vendors, or people unfamiliar with the Rivals game. I am confidentt hat EA can help Piwi without breaking any rules, as with Payment Receipts and the Account, there should be a perfect way to verify his identity and ownership of this account. After all, we talk about a Customer worth hundreds, possibly thousands of dollars. If you're from EA and reading this, you can reply here on the officials Rivals subreddit. Thanks!
2. To help fellow Rivals players prevent the same issue. The best way seems to be to write down your “PersonalId”, or just make a screenshot of the About page (see below). In EA’s current processes, it seems that you need this number to have a good shot at getting back your account.

This is the ID you should save / screenshot

If someone of you has a Twitter account, I’d be thankful if you could tweet this to EA so they might have a look at it. I’ll try the Rvals discord and Rivals Reddit as well.