How to speak with support

Hey @Pawer08,

If you're having trouble starting a chat, sometimes you need to mess around with the options until you get the choice to start a live chat.

But if your game is showing up on Origin and not the EA App, then it could just be that it hasn't been ported over just yet. The EA App is still in beta, and unfortunately it doesn't support all our games yet. I recommend just using Origin for now if you want to play the game you're having issues with.

@EA_QueenBee Not quite. On ea app i have the standard edition of nfs heat. On origin i have both standard and deluxe, somehow.

I have the choice to start a live chat but it won't load.

@Pawer08 ,

You can try clearing the EA App cache following the steps in this article to see if that makes the deluxe version appear.

If the chat isn't loading, have you tried another browser, or clearing your browser's cache?

@EA_QueenBee thanks. I'll try tho I doubt thats it.
I claimed heat on prime day (thinking i had it on steam) figured I could play with my friend using steam share. But turns out I have it on origin and now it seems to be overwriting the deluxe on ea app while origin recognises both. Just a guess tho.


No i have not tried another browser. But is there not an option to properly communicate via email?

@Pawer08,

I haven't seen the issue of having to constantly create new cases whenever you respond to emails pop up, but I'll keep my eyes open just in case. I'd say keep replying to the emails in the usual way, or try to start a chat in a new browser if you're worried that that won't work.

@EA_QueenBee Indeed, everytime I reply a new case is created and a new person is assigned to it.

I will try another browser when home.

@EA_QueenBee Is it possible for me to delete the standard edition of the game from my account and be left with the deluxe?

@Pawer08,

I'm afraid that you're not able to delete games off of your account. You can ask support to do that, but I'm not certain they'll do it for you. Not asked is always no though, right?

If that still doesn't work, all I can recommend is that you keep using Origin. I know it's not a perfect solution, but if it works, it works.

@EA_QueenBee It defiently needs fixing. Using origin is not a solution as i will lose the game when origin is phased out

@Pawer08,

I understand completely. Hopefully by then all the bugs will have been ironed out, the last thing any of us want is to not have access to our games.