3 years ago

Origin refuses to verify my credit card

So I've been using Origin for at least 8 years? And I always used PayPal as my primary payment method.

Beginning of this year, however, when I got to checkout in Origin, the PayPal option was completely removed. Which is fine, I have a credit card, that's no issue. Unfortunately, since then, every time I tried to enter either of the credit cards I have access to (a visa and a mastercard) neither of them work. I have received messages stating:
"Your request could not be processed: We were unable to verify your credit or debit card. Please check your payment details and try again. Alternatively try another credit card or payment option or check with your card issuer or bank."

I've seen the community managers dismiss a lot of these cases by directing them to EA help / customer support with no helpful feedback at all, so I will say right up front that the first thing I did was I contacted EA support. I spent literal hours of my life on chat with 6 different EA support advisors and have had to repeat the details of my case to every single one of them. After exhausting every single troubleshooting option they suggested, their advice was to report this issue on the forum. But for reference, here are the things I have tried:

1) Call my bank / Card issuer: I did call them. They stated that if EA sent any requests my bank did not receive those requests. So the request was not sent by EA in the first place.

2) Tried a credit card from a different bank, also didn't work.

3) I was told to try saving my card info through my account details/payment method page. I did and the error message I received is attached.

4) I tried adding a paypal. My account has always had a paypal account attached to it. But at checkout, PayPal is not an option.

5 EA Wallet. Not available in my region. (I live in Jordan, if that helps)

6) Tried adding my payment method on the Origin App on my computer. Tried from a Firefox browser. Tried from a Google Chrome browser. Tried from my mobile phone web browser. Tried using my mobile data instead of my home wi-fi. Tried installing the EA beta app and adding my payment method there. I've tried going to checkout directly from the Sims 4 interface. None of it worked

7) Tried clearing my Origin Cache and restarting my computer. Did not work.

I'd like an actual solution to this problem instead of being knocked around between different support advisors and getting cookie cutter default troubleshooting.

Please if anyone has anything that works, let me know because I'm starting to feel like EA has just blocked my region from buying games. Because I cannot think of why mutliple credit cards from different banks just don't work. And judging by the many unsolved cases just like this in the forum, this is an EA problem, not a user problem.

technical issues

11 Replies

EA_Darko
Community Manager
3 years ago
Hey @paptalk we simply aren't able to assist with any account or billing related issues on AHQ.

Generally the issue you are seeing is related to either the details you enter being incorrect or an issue with the card or issuer.

The error you are saying is directing you to the bank or card issuer which would be who you need to speak with.

Darko
paptalk
3 years ago
@EA_DarkoHi thanks for the response. I understand what you're saying but unfortunately as you can see from my initial post, EA customer support were the ones who told me to post my issue here.
Ive already talked to my bank and they have no records of receiving or declining any requests from EA, beyond that they cannot help me. And the cards ive tried both work on just about every other site (steam/epic/Nintendo... etc)
I'm checking on the forums here in case there is anything anyone else can do here. Because by removing the PayPal payment method from my country I've effectively been blocked from ever purchasing anything from EA even if I wanted to.
EA_Darko
Community Manager
3 years ago
We are not able to assist with these issues on AHQ @paptalk.

If your bank/card issuer are not getting any request then that points to an issue with the card or info you are enterting.

Darko
Vorteoo
3 years ago
I have the same problem. Origin and EA app store rejects my card. It can't be a problem of incorrectly entered personal data or the bank. The problem must be on EA's side.
I'm not stupid enough to enter the wrong data several times. Everywhere else my payment methods work Steam, Ubisoft connect, Epic games launcher... So EA support and devs wake up and start solving this problem.
EA_Darko
Community Manager
3 years ago
Hey @Vorteoo if the card is being rejected then either the info you are entering is incorrect of your bank is declining it.

Darko
Vorteoo
3 years ago
The card is declined on your side.
The bank never receives any request for payment.
So stop writing the same thing over and over again.
If the same payment details work on other services like Steam, Epic games and others, there can't be any problem with them.
The only problem is your service.
I tried paying via Paypal, a third-party service, with my debit card, which I had previously tried directly on the EA app and Origin. The payment was successful.
So there must be a problem with your service connecting directly to my bank. My bank never received any request to make a payment, nor could it refuse it.
Please stop making fools out of us.
paptalk
3 years ago
THANK YOU @Vorteoo . This is what I've been saying. Like I didn't spend hours chatting with half a dozen support advisors only to be careless enough typing in my credit card number wrong each time.
Of course I've already called my bank. If they didn't get a request from EA there is literally nothing they can do.
I'm feeling like we are being completely dismissed by EA here.
@EA_Darko If there is no solution that can be provided here by community managers that's FINE but that only means y'all need to raise this issue to the concerned concerned team at EA because this is an EA issue, not something we are doing wrong.
EA_Darko
Community Manager
3 years ago
Hey all, if the card is not accepted on the EA side then it means that the details you are entering are incorrect and do not match what your bank/card issuer has one file.

If you have issues with payment you need to speak with our live support, there is nothing that we can do for such issues on AHQ.

Darko
PrincArthas007
3 years ago
I can confirm I have the exactly same problem. Definitly not problem on bank side or incorect filled informations.
paptalk
3 years ago
@EA_DarkoAs I've mentioned, I've contacted live support. I spent hours chatting with live support across 6 different advisors. My original post outlines literally everything I have tried.
I entered my card details countless times trying again and again while speaking to the live support team. There is literally no way I was entering my card details wrong the entire time. I'm not careless enough to have been doing that.
Live support are the ones who told me to post about my issue on the forum because there was no further support they could offer me. After hours of back and forth I had tried every single troubleshooting solution they had offered and still EA couldn't verify my card.
Please take this seriously. No amount of insisting that I have been entering my details incorrectly will make that a reality.