Recently, it has been revealed that several EA Sports accounts were compromised by hackers via phishing techniques. The threat-actors exploited EA’s live chat, targeting high-profile players for account takeover. The attackers utilised social engineering methods, exploiting errors within the customer experience team and using this to bypass two-factor authentication.
As a result, EA has released their strategy on how to prevent similar issues going forward and better secure player accounts. The steps are outlined below:
- All EA Advisors and individuals who assist with service of EA Accounts are receiving individualised re-training and additional team training, with a specific emphasis on account security practices and the phishing techniques used in this particular instance.
- We are implementing additional steps to the account ownership verification process, such as mandatory managerial approval for all email change requests.
- Our customer experience software will be updated to better identify suspicious activity, flag at-risk accounts, and further limit the potential for human error in the account update process.