Forum Discussion

huhuy12345's avatar
huhuy12345
New Novice
7 days ago
Solved

Issue with Lost Founder's Pack & Starter Pack After Account Merge

Hello EA Team and Community, I am posting here because I have been unable to find a resolution through standard support channels. I hope that by sharing my situation, a Community Manager or someone ...
cross-progression
missing content
pc
playstation
  • EA_Mako's avatar
    EA_Mako
    3 days ago

    Hey huhuy12345, thanks for following up!

    Glad to hear that your content is at least still available back on the original account/platform! Sorry to hear about the conflicting information you were getting there as well. You should be able to leave feedback for advisors that handled specific cases from your case history page as desired.

    As far as the transaction history, that's going to vary a bit depending on when and where a purchase was made. For something purchased through another marketplace - in this case purchases on PlayStation - those wouldn't show up in your EA transaction history as they weren't made in our system, regardless of whether that was within 30 days.

    However, the content you purchase does leave a license on your account that we'd be able to see and verify, regardless of the source.

    Generally when advisors are looking into transaction history it's more for temporary or recent issues, say you just bought some Apex coins and they didn't show up in-game.  Missing old content tends to have another cause or explanation such that if there's some larger issue that affected players, our developers would typically be the ones to address the situation on a broader scale.

EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
7 days ago

Hey huhuy12345,

Sorry to hear you're having some trouble tracking down that content. Just for reference, we cannot make any changes to your account here via the forums, and if our support team is unable to view records beyond a certain point, that's not something anyone here would be able to extend or see beyond either, I'm afraid. 

With that said, we can try to clarify a few things where possible. Certain content was not merged with Cross Progression and would still be unique to each platform. Founder's packs would be one of these areas.

If you log in on PlayStation, are you still able to see that content? Are you seeing other missing content such as all your PSN content in general, or just these particular special bundles?

  • huhuy12345's avatar
    huhuy12345
    New Novice
    6 days ago

    Thank you for your response and for clarifying the situation. After verifying on my PlayStation account, I can confirm that the Founder's Pack & Starter Pack are still present there. This resolves my initial concern regarding their disappearance. However, I would like to share some thoughts on the process and raise a question regarding EA’s purchase record retention policy.

    While I now understand that the Founder's Pack & Starter Pack were not included in Cross Progression, I find it somewhat unclear why these items are platform-restricted. At the time of their release, these packs were sold across multiple platforms, and there was no explicit indication that they would remain locked to the platform of purchase rather than being tied to the player's EA account. This lack of transparency led to misunderstandings and, in my case, multiple support inquiries that might have been avoided had this information been more readily available.

    Additionally, throughout my support interactions, different representatives provided conflicting responses regarding this matter. Some requested proof of purchase even after being informed that my transaction dated back to 2019, while others later stated that purchases beyond 30 days could not be reviewed. This inconsistency added to the confusion and prolonged the resolution process.

    On that note, I would like to better understand EA’s policy regarding purchase record retention. The limitation of retrieving only the past 30 days of transaction history seems restrictive, particularly for long-term players who may not immediately notice missing content. If a genuine issue arises—such as content being lost due to an EA-side error—would this policy prevent affected users from recovering their rightful purchases? I believe a more transparent and consumer-friendly approach to handling past transactions would be beneficial for both EA and its players.

    I appreciate your time and any further clarification you can provide regarding this matter.

    • EA_Mako's avatar
      EA_Mako
      Icon for Community Manager rankCommunity Manager
      3 days ago

      Hey huhuy12345, thanks for following up!

      Glad to hear that your content is at least still available back on the original account/platform! Sorry to hear about the conflicting information you were getting there as well. You should be able to leave feedback for advisors that handled specific cases from your case history page as desired.

      As far as the transaction history, that's going to vary a bit depending on when and where a purchase was made. For something purchased through another marketplace - in this case purchases on PlayStation - those wouldn't show up in your EA transaction history as they weren't made in our system, regardless of whether that was within 30 days.

      However, the content you purchase does leave a license on your account that we'd be able to see and verify, regardless of the source.

      Generally when advisors are looking into transaction history it's more for temporary or recent issues, say you just bought some Apex coins and they didn't show up in-game.  Missing old content tends to have another cause or explanation such that if there's some larger issue that affected players, our developers would typically be the ones to address the situation on a broader scale.

      • huhuy12345's avatar
        huhuy12345
        New Novice
        3 days ago

        Thank you for your response and for taking the time to clarify everything. I appreciate the explanation regarding how transaction history and account licenses work, as well as your help in addressing my concerns.

        Now that I understand the situation better, my initial issue has been resolved. Thanks again for your assistance!

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