mumteo When you buy something for the game, (like the Battle Pass, for example), you must log into the game from the platform you had bought the item from and that you make sure you use the same EA Account, (or platform account that is linked to the same EA Account), when you log into the game.
This is because each platform account cannot see purchases made on other platform accounts directly, however once a platform account tells the game that you had purchased the item, then all the other platform accounts will have that item unlocked.
Some agents said the Steam transaction failed
This is because the Agent cannot see purchases made on Steam and they might of assumed that since you didn't have what you bought in-game, that your Steam purchase had failed.
Others said no transaction exists
This one is more accurate because as far as EA can tell, you didn't buy anything since it was through Steam.
Another agent said this may be an EA-side bug and that it is being investigated
While this one is possible, have you tried logging into the game through Steam after you had made the purchase?
If you did already log into the game through Steam after the purchase, (and are still missing the item), I would suggest checking your platform links to see if you had bought the item on the correct Steam Account that is linked to the correct EA Account.
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