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 with the appropriate expertise can help review my case.
Issue Summary
I originally purchased the Founder's Pack and Starter Pack through the PlayStation Store. After merging my EA accounts and switching to PC via Steam, I discovered that these items were missing.
I contacted EA Support multiple times and provided full proof of purchase, including transaction records. However, I was recently informed that EA’s system can only retrieve data from the past 30 days and that purchases beyond this timeframe cannot be recovered.
Concerns
1️⃣ The 30-day investigation limit is unreasonable – Many players, including myself, have purchases from years ago. Limiting data recovery to only 30 days does not seem appropriate, especially when dealing with permanent, account-bound purchases like Founder's Packs.
2️⃣ This policy does not apply to cases like mine – The loss of my purchased content was not due to an issue on my side, but rather caused by EA’s account merge system. I believe there should be a way to verify long-term entitlements and restore missing content in such cases.
Request for Assistance
🔹 I kindly ask for a review by a Community Manager or a specialist with access to entitlement records beyond 30 days.
🔹 I would appreciate clarification on whether there are alternative ways to verify and restore missing purchases due to an account merge.
🔹 If possible, I would like confirmation on EA’s data retention policies for purchased content.
I appreciate EA Support’s efforts so far, but I believe this situation requires further review. If any Community Manager or senior team member can assist, I would greatly appreciate it.
Best regards,
huhuy9654
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.
