Re: [RESOLVED] PC Code (3rd party) redeemed - Game not in EA app library

Hi there, everyone.

Our teams are aware of the issues some of you are experiencing with STAR WARS Jedi: Survivor™️ not appearing in your EA app library after entering a code (which you bought through a 3rd party retailer) in the EA app. The teams are investigating the issue with high priority.

Some of you seem to be able to see the game in your library after doing some troubleshooting steps:

• Manually restarting the EA app: via the hamburger menu in the top-left corner > Help > Restart app 
• Manually reload the Library page: via the hamburger menu in the top-left corner > View > Reload page
• Clear EA app cache: please follow these steps to clear the EA app cache
• Reinstall the EA app: alternatively, please try to reinstall the EA app

Note:

• Please also make sure that you've redeemed a code for the actual game, and not just any DLC (Pre-Order and/or Deluxe Edition) items. If you've redeemed a code for the DLC items, the base game will not be added to your library. If this has happened to you, please reach out to the retailer where you got the code from, as we're not able to assist with this.
  
  
• Please also make sure that you're logged into the correct account in the EA app, the account where you've redeemed the code on. If you're not sure about this, please reach out to our customer service via https://help.ea.com/contact-us.
  
  
• If something is wrong with the actual code, please reach out to the retailer where you got the code from, as we're not able to assist with this.

Please mention here in the thread where you've bought the code.

We will update the thread when new information is available.

Please note: Origin is no longer supported for Windows.

Thank you. 

I had the same problem. Tried to restart the app, app recovery, uninstall-install, everything. I tried again and again. Lastly I went to the View > Reload page, then it worked for me after so many tries. Now downloading and it looks fine for now.

Thanks, @Kix888. Adding it to the list as a workaround.

How soon do you think you will fix this problem?

Fifa 23 not showing up on the EA app after redeeming and playing yesterday, contacted live support over chat that tried to hush me out of chat stating the problem was mine and kept sending me copy paste links from threads of 2019 related to Origin. Hundreds of $$$ spent on this company and can't even get decent costumer service let alone a working platform. This is absolutely shocking from EA. Let us play the games we have paid for, don't release beta versions of launchers that clearly do not work. OLD ORIGIN WORKS. Will be escalating the appauling service received see if anyone takes ownership of this circus.

Additional info:

After succesfully downloading, installing and playing the game through the old Origin launcher I tried upgrading to the EA app again to see if the game was visible there. To my disappointment it's still not there..

I find it staggering that EA has not yet accepted or confirmed that this is a problem in the new EA app, proven by the fact that the old Origin app works fine.

- The code works

- The old Origin app works

- The game works

Please fix the new EA app.

@ScarsickBT7W yep same here.

@EA_LeeuwI am having this issue too, I got my code from AMD through a Newegg purchase of a new Ryzen 7000 Series chip and redeemed it last night, it showed up as if it was downloading but it said the download failed. I tried refreshing the Cache and it just disappeared completely, and when I try to re-enter my code, it says the code has already been redeemed.

I've tried resetting the app, refreshing the page, and clearing the Cache through the View menu and none of these things have worked.

Same issues... got the code from AMD Reward... due to purchase of a new CPU. Redeem it.. went thru I guess dun really remember much later I try to check in the Library on EA App.. cannot find it.. and I try to redeem again thinking maybe did not go through the 1st time.. it say it is already redeemed. Already raised the issue with AMD side.. not sure how much they can help though.

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@BlackWing1977 wrote:

Same issues... got the code from AMD Reward... due to purchase of a new CPU. Redeem it.. went thru I guess dun really remember much later I try to check in the Library on EA App.. cannot find it.. and I try to redeem again thinking maybe did not go through the 1st time.. it say it is already redeemed. Already raised the issue with AMD side.. not sure how much they can help though.

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Anyway after a night sleep... and did a reload page and the game finally appears. Cheers. But please fix the bugs in EA app, since we can no longer use the Origin app.

Glad it worked for you. Unfortunatly it still doesnt appear in my  library after countless cache clearing and updating the up and re installing it. I have a very performant and healthy gamer PC with no issue whatsoever. Soo, HEllooo ?? EA i gave 70 bucks for that game and i still cant play it ! From 28th of april to 3rd June today still nothing at all.. THank you for stealing my money anyway.