How do we get an account back

Hey @DEWEYCJ1234,

 

This sounds like your friend was prompted to link his account, and then linked it to a different EA account than the one that had all his progress.

 

Progress is stored on the EA account level, not individual platforms like Xbox. 

 

This would be why he's back to level 1 - it's no longer linked to the account that had that progress.

 

Your friend will need to get in touch with our support team to look into this further, as we cannot make any changes via the forums.

 

Your friend will need to create a new case here and select Game Support > The EA app > I want to update my EA Account information or I need help logging in to my EA Account. From there he should be able to get in touch with the support team so they can assist further. 

@DEWEYCJ1234 

 

Please do not post your personal information on the forums. These are public boards and everyone can see anything you're posting here, including your and your friend's personal details.

 

Your friend will need to contact the support team using the steps I mentioned in my first post. You cannot do this for him, he needs to contact support using those steps and will have to verify some other information about the account so they can assist further.