Forum Discussion

havx2k's avatar
havx2k
2 years ago

Gift card redeemed but no coins received

i already redeemed my gift card on the EA app for apex legends but it says it's already been used but there are no coins in my account. Yes I've tried to switch from steam to the EA app game and it...
EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
2 years ago

Hey @wheelchairbuddha, sorry to hear you've had some trouble getting your Apex Coins to show up.

We're unable to make any changes to your account via the forums, but our support team should be able to help out in these cases.

I see you've opened a few cases already, and from what I'm seeing the latest had sent some general info about missing content but suggested using a live chat if you still needed help. It sounds like that may be the next step at this point.

Rather than creating additional new cases, please try resuming a previous case so our support team knows that didn't help and that you'd like to speak with them directly. Here are the steps from their latest reply:

  1. Sign in to your EA Account.
  2. Go to My Cases.
  3. Select your existing case from the list, then choose Resume Case.

 If you haven't already, please be sure to include these screenshots when getting in touch so they have as much information as possible to help out, thanks!

wheelchairbuddh's avatar
wheelchairbuddh
2 years ago

How do i request a live chat? That doesnt seem to be an option when i go to My Cases. Also, I cannot see any response anyone from EA has made to my cases, if there have been any. 

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    2 years ago
    Hi @wheelchairbuddha,

    Are you able to resume any of your existing cases?
    • wheelchairbuddh's avatar
      wheelchairbuddh
      2 years ago

      I clicked "resume case" and it gives me a link to Answers HQ and a link to "Helpful Media" which I have already gone through all those steps. No where for me to add another comment to the case or ask for live help 

      • EA_Mako's avatar
        EA_Mako
        Icon for Community Manager rankCommunity Manager
        2 years ago

        Thanks @wheelchairbuddha, that's definitely a bit odd.

        I do see you had opened a live chat with support a little before your most recent cases, with some concerns that a recent email change may have been preventing you from seeing the updates.

        Can you try resuming that case rather than your most recent? That was case 179449994. As that was already a live chat it may give that same option when reaching back out. 

        If you still don't have an option there, I'd try creating a new case using those same options to get back in touch through live chat as you'd done about a week ago.

        If needed, try to create a new case here and select Game Support > EA account > I want to update my EA Account information or I need help logging in to my EA Account. You should be able to get in touch with the support team so they can help with any account updates that may be needed and check into the missing coins from that point. 

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