Some PC gamers have reported that after installing the EA app or an update for the app on their Windows computer, when they launch the app, they get the error message stating We couldn’t find your account info. This post is intended to help affected PC gamers with effective solutions to the issue.
We couldn’t find your account info
Restart the app, sign in online, and select the “Keep me signed in” option so you can continue playing games offline.
Fix We couldn’t find your account info EA app error
If you receive the error message, We couldn’t find your account info when you launch the EA app on your Windows 11/10 gaming rig, then any one of our recommended suggestions presented below is proven to help you successfully resolve the issue.
- Initial checklist
- Clear the EA app cache
- Turn off/disable your VPN (if applicable)
- Enable essential Windows Services for the EA app
- Reinstall the EA app
Let’s see in brief detail how these solutions apply!
1] Initial checklist
Upon investigation coming in the heels of the issue, from all indications and based on user reports, the We couldn’t find your account info EA app error appears to be a temporary software glitch and also network related. So, before you proceed, we suggest you carry out the following tasks, and on completion of each, check if your problem is resolved.
- Restart PC. There are reasons why restarting your PC can fix ‘temporary’ issues.
- Reset and renew your Windows 11/10 network connection. For this task, you can follow the instructions in the guide on how to release TCP/IP, Flush DNS, reset Winsock, and reset Proxy with a batch file.
- You can try the trick that reportedly worked for some affected PC gamers — Log out of the Microsoft Store on your PC, re-register the Microsoft Store, and then reboot your computer and log back in and see.
2] Clear the EA app cache
Clearing the EA app cache can help fix common issues.
To clear the EA app cache, on the hamburger menu in the far-left corner of the EA app, select Help > App recovery > CLEAR CACHE.
If you can’t open the EA app, click Start > EA > App Recovery > CLEAR CACHE.
3] Turn off/disable your VPN (if applicable)
This solution requires you to turn off or disable your VPN on your Windows 11/10 computer.
4] Enable essential Windows Services for the EA app
Upon investigation, as unusual as it was concerning apps installed on Windows devices, it was discovered that the EA desktop app needs the two Windows services mentioned below enabled and running to know that it is connected to the internet.
- Network List Service (netprofm) – Identifies the networks to which the computer has connected, collects and stores properties for these networks, and notifies applications when these properties change. The default Startup type for the service is Manual.
- Network Location Awareness (NlaSvc) – Collects and stores configuration information for the network and notifies programs when this information is modified. If this service is stopped, configuration information might be unavailable. If this service is disabled, any services that explicitly depend on it will fail to start. The default Startup type for the service is Automatic.
To enable both of these essential Windows Services for the EA app, you can run the command below accordingly in the elevated Command Prompt to restore the default startup configuration for the services:
sc config netprofm start= demand
sc config NlaSvc start= auto sc start NlaSvc
Additionally, you can run the following command accordingly to make sure all dependencies for the services are enabled.
sc config netprofm depend= NlaSvc/RpcSs/HomeGroupProvider/AppVClient/NcdAutoSetup
sc config NlaSvc depend= Dhcp/nsi/RpcSs/Tcpip/EventLog
If the error still occurs, then follow the steps below to modify the registry. Since this is a registry operation, it is recommended that you back up the registry or create a system restore point as necessary precautionary measures. Once done, you can proceed as follows:
- Press the Windows key + R to invoke the Run dialog.
- In the Run dialog box, type regedit and hit Enter to open Registry Editor.
- Navigate or jump to the registry key paths below:
- At the location for each service, on the right pane, double-click the Start key to edit its properties.
- Input 3 in the Value data field.
- Click OK or hit Enter to save changes.
- Exit Registry Editor.
- Restart computer.
5] Reinstall the EA app
For this solution, you need to completely uninstall the EA app from your Windows 11/10 gaming PC by following the steps below. Once done, head over to the official EA website, download a fresh installer for the app, and install it on your device.
- Uninstall the EA app (preferably use Uninstaller Software).
- Next, open File Explorer and navigate to the default EA app installation folder at the following location:
C:\Program Files\Electronic Arts\EA Desktop
- At the location, if present, right-click the EA Desktop folder and click Delete.
- Confirm the deletion.
- Redownload the EA app installer.
- Finally, run the installer and follow the instructions.
If after you reinstall the EA app and the issue is still not resolved, then you need to make sure the essential Windows services mentioned in solution 3] above are enabled and running as described. If still no luck, then you can proceed with the next troubleshooting step below.
I hope this helps you!
Can you still use Origin instead of EA app?
In 2020, EA merged its EA Access and Origin Access Basic subscription services into one, which became EA Play. With this update, Origin client users on Windows PCs are encouraged to switch to the new EA app as the older application is phased out. Origin users on Mac devices will still need to use Origin for Mac.
How do I enable my EA account?
To do this, go to your EA Account Security settings and click Turn On under Login Verification, you’ll instantly receive a code via the method you choose. You can now use that code to activate Login Verification, and you’ll be all set. If you can’t log in to your EA account, all you need to do is reset your password on EA.com. In most cases, this should help. If that doesn’t work, wait 90 minutes and try again.