Ridiculous Customer Service..

Hi everyone,

I understand your feelings completely. Having a purchase not show up in your account definitely impacts your gaming experience, and I'm very sorry for the frustration this has caused.

First, thank you all for the time and effort you've put into trying to get this resolved. I've seen similar reports from players in other communities as well.

I wanted to provide a quick update based on what other players have shared. Some have reported that they were able to resolve the issue after contacting Steam support a second time. Others have mentioned that their items were successfully credited to their account after they were able to get a case filed with EA support.

I know this has been a poor experience, and please understand that for your account's security, we cannot handle any billing or account issues here on the public forums. We have, however, shared this feedback and the community's reports with our teams for their awareness.

We hope to provide what help we can from the forum side. If anyone here finds a specific method that successfully resolves their issue, we would greatly appreciate it if you could return to this thread and share your solution with the community.

EA needs to remove their game from Stream platform if there is no support and just allowing theft. Steam says they cannot assist. EA says Steam has to assist. I always thought Dell had the worst customer service but this has def blown them out of the water. 

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Please log into the game through the EA app. This will force the system to sync all in-game purchases.

If you still don't see your missing items/currency, please contact EA Help within 30 days of completing your purchase with your proof of payment. You can find detailed instructions and example images here: https://help.ea.com/en/help/account/how-to-provide-proof-of-purchase/#steam.

EA requires a full-screen, desktop image of the internet browser clearly showing the web address bar and page URL. Failing to provide the requested images may prevent their team from crediting the missing items/currency to your account.

Note: Steam Support is unable to add the missing items/currency to your account. Issuing a refund will create a similar issue for future purchases. In order for EA to credit the missing purchase to your account, you will need to reach out with the required images.

Steam Support Kevin

I wasn't able to submit a ticket to Steam regarding the coin purchase itself, but I *was* able to submit one regarding the process of adding funds for the purchase. Try submitting a ticket to Steam this way, and let me know if you were able to get a refund through your bank.

I tried connecting to a representative multiple times, but the system only displayed a message indicating a connection attempt without actually connecting me. I also attempted to submit a support ticket via email, but that option was not even available. After repeated attempts, the system now displays the message "This issue isn't supported by advisors," effectively depriving me of the chance to submit a ticket; this persists even after using Incognito mode and clearing my cache. I purchased coins on Steam, and since I no longer know how to submit a ticket, I would like EA to assist me in submitting one via email.

I finally had an agent join the live chat only to tell me that EA cannot verify coin purchases through Steam and that it is a Steam issue. All while Steam has to support option for Apex and defers you to EA help. So it seems if you get screwed by steam you just have to contact your bank to get a refund. EA needs to take the game off of Steam if they are not going to support the purchases. 

Per agent Kane from EA:

I know it's disappointing. We can only assist with purchase issues such as refunds, for purchases made through EA App. Since Steam is a different platform, you'll need to contact their support team for further assistance, as we're unable to validate your purchase as much as I'd love to help

Kane • 8:32 PM

Hi minim1nl​,

I am sorry to hear you're running into the exact same issue. Please follow the browser troubleshooting steps above to ensure you can reach the support team via the webform as well.

I truly hope this gets your case successfully submitted and your coins credited as quickly as possible. Please take good care, and thank you for your patience.

Hi Toroasesinox​ ,

I am so sorry to hear about the deeply frustrating experience you've had with your missing Apex Coins, as well as the trouble getting through to our support channels.

First, thank you for testing a direct purchase through the EA App. That piece of information confirms that your overall EA Account is working properly and isolates the problem to a synchronization delay with your Steam transaction.

Please check out our official Apex Legends Missing Content Guide for specific steps and policies regarding stuck purchases.

If our help site is blocking you from submitting the webform or the submission button is not responding, that issue is almost always caused by a temporary browser script conflict or conflicting extensions. Please try these specific steps to bypass that site glitch:

1. Use an Incognito or Private browsing window
   This is the single most effective way to bypass form submission errors, as it opens a completely clean session without interference from stored cookies.
2. Temporarily disable Ad-blockers or privacy extensions
   Ad-blockers (like uBlock Origin or Privacy Badger) often block the scripts required to render the final ticket submission button on EA Help.
3. Clear your browser cache and cookies
   If an incognito tab doesn't load the form, clearing your browser's cached files will wipe out the corrupted session tokens.
4. Try a different browser or your mobile phone
   Switching to another browser (like Chrome, Firefox, or Edge) or simply opening the link on your mobile phone's browser often submits without issue.

Once you have opened a private window or switched browsers, please access our direct webform to submit your case.

Please take a clear screenshot of your Steam purchase receipt showing the Transaction ID and date, and attach it to your case.

Hope that helps.

I bought coins, but they haven't been credited.