I recently purchased Apex coins but never received them into my account. This has never happened to me before and EA support is virtually non-existent. I've set up numerous cases now with no form of a reply or confirmation in sight with plenty of evidence to back up my case. I have tried numerous times to "start a live chat with an advisor" but every time I click "send" it boots me off the page and back to the main support page. I'm wondering if anyone else has had any similar problems with ea support in the UK?My only reason for purchasing the apex coins is a skin has finally come out for lifeline in the store which I haven't seen and wanted for years! If I don't even get a response before that skin is gone, this purchase will have been for nothing and I will feel even more robbed of my money.

@OldTreeCreeper Yes I have tried this numerous times now, set up multiple different cases and still nothing back from the support. You'd think there would be a live chat feature for problems like this. I've been left in limbo. Thanks for trying to help anyways!if you look at the attached image, you'll notice there is a live chat button or a "start a chat with an advisor" but you click it and it takes you around in circles and pops you back to the main support page where you choose the game then start a case. It says an average wait time too! I haven't received any confirmation emails to say they have received my cases too which is annoying. Each of the cases I have created have said "waiting on player" since I stared them but I click resume and get thrown in a circle once again, spitting me out onto the main support page where you choose a game and start a case once again. This issue has really bugged me and I'm just not getting anywhere with it.

@SnoopyyTheThird Thank you for the videos. I removed them as it showed personal information pertaining to your EA account. Going to send you a direct message to follow up on this.

@SnoopyyTheThird Have you tried this route? https://help.ea.com/en/help-contact-us/?product=apex-legends&topic=missing-purchased-items There isnt a live chat option. Email link is half way down the page.

fyi @blazxy6 is my alternate account I am logged into on my phone but didn't realize I was posting here on.

Hey, @SnoopyyTheThird Thank you for reaching out to us on the forums and we want to extend our apologies for the difficult time you've been having trying to get in touch with our Support to look into the missing coins.Live-Chat may not always be available therefore if there is an email option it's possible it may have instructed you to visit Help site again and resume the case. Once you resume the case, that should continue where you left off with our Advisor pending all the information they requested was given.If you're getting caught up in a loop on the site when you resume the case, can you try clearing your browser's cache, try a different browser, or different device to see if you receive the same issue?If you continue to experience this is it possible for you to help us by capturing that on video and post it here so we can pass it along to our web team? Please keep us posted on your situation.Best wishes, - EA_Blueberry

Recent purchase of apex coins has left me robbed

14 Replies

OldTreeCreeper
Hero+
11 months ago
@SnoopyyTheThird

Have you tried this route?

https://help.ea.com/en/help-contact-us/?product=apex-legends&topic=missing-purchased-items

There isnt a live chat option. Email link is half way down the page.
blazxy6
11 months ago
@OldTreeCreeper Yes I have tried this numerous times now, set up multiple different cases and still nothing back from the support. You'd think there would be a live chat feature for problems like this. I've been left in limbo. Thanks for trying to help anyways!
if you look at the attached image, you'll notice there is a live chat button or a "start a chat with an advisor" but you click it and it takes you around in circles and pops you back to the main support page where you choose the game then start a case. It says an average wait time too!
I haven't received any confirmation emails to say they have received my cases too which is annoying. Each of the cases I have created have said "waiting on player" since I stared them but I click resume and get thrown in a circle once again, spitting me out onto the main support page where you choose a game and start a case once again. This issue has really bugged me and I'm just not getting anywhere with it.
SnoopyyTheThird
11 months ago
fyi @blazxy6 is my alternate account I am logged into on my phone but didn't realize I was posting here on.
EA_Blueberry
Community Manager
11 months ago
Hey, @SnoopyyTheThird

Thank you for reaching out to us on the forums and we want to extend our apologies for the difficult time you've been having trying to get in touch with our Support to look into the missing coins.

Live-Chat may not always be available therefore if there is an email option it's possible it may have instructed you to visit Help site again and resume the case. Once you resume the case, that should continue where you left off with our Advisor pending all the information they requested was given.

If you're getting caught up in a loop on the site when you resume the case, can you try clearing your browser's cache, try a different browser, or different device to see if you receive the same issue?

If you continue to experience this is it possible for you to help us by capturing that on video and post it here so we can pass it along to our web team?

Please keep us posted on your situation.

Best wishes,

- EA_Blueberry
SnoopyyTheThird
11 months ago
@EA_Blueberry
I'd be happy to just need to find a recording software as my NVIDIA recording feature wasn't capturing my desktop image. I'm not clowning or anything just want to get to the bottom of this. Give me a short duration, I will get a video too you! I started on Firefox, then Microsoft edge and the problem won't stop. I just tried downloading chrome for the first time and attempting the support through that but the same so I don't think the browsers are too blame.
There is always an option for live chat or email but both just take me in circles like when I click "resume case." As you may realize, this is really bugging me!
SnoopyyTheThird
11 months ago
@EA_Blueberry
since my last message, I've tried to send a video few times with no luck. The file size is too big even when the quality is at the worst. I will see what else I can do
EA_Blueberry
Community Manager
11 months ago
@SnoopyyTheThird

If you sign out of the Help site and create a case as a guest will that help avoid the loop?
EA_Blueberry
Community Manager
11 months ago
@SnoopyyTheThird wrote:

@EA_Blueberry

since my last message, I've tried to send a video few times with no luck. The file size is too big even when the quality is at the worst. I will see what else I can do

Would it be possible to upload it to a source like YouTube and make it private before sending the link to me via DM?
SnoopyyTheThird
11 months ago
I can attempt this. Please give me some more time and thank you for getting back to me so quickly!
SnoopyyTheThird
11 months ago
@EA_Blueberry

I will send the link here once it has uploaded. I will also show you what happens when I try to contact an advisor as a guest.

I created a different account as you saw earlier on in this thread that I messaged on another account named "blazxy6". I tested to see if I would get a confirmation email to say my case had gone through and I got an email asking if I still needed help. This was very shortly after I posted a case on that account. I will also attach those emails I received below.

Anyway, I tested this because on my "SnoopyyTheThird" account, I have still yet to receive any of these emails!