Forum Discussion

2 years ago

Solved

unable to purchase apex coins

I want to buy 24 pack sun squad event but need to top up with master card 2 times in a row to be enough. I have enough money in my account to buy them. I bought it for the first time but it didn't wo...

EA_Lanna
2 years ago
Hi @tluisz,

Sorry for the delay in replying, I missed the notification flagging that this thread was updated.

Thank you for popping that context up. It sounds like it might be account related. This is something the support team will need to investigate. Can you reach out to them directly please so they can get to work on that? Use the steps in this article to reach them:

How to contact EA Help for support

- EA_Lanna

EA_Lanna

Community Manager

2 years ago

Hi @tluisz,

Thanks for checking. It would have been great if that sorted it but if not, something else is happening there. Could you read through these questions and pop up the answer, please?

Are you purchasing the coins in-game with the overlay or in the client?
Have you recently changed the payment method or the card connected to EA?
Can you check that the region is displaying the correct one for you?
Was there an error code associated with the error message? e.g. 'Error 1001', 'Error 4014', etc. Feel free to hop up a screenshot.

Thanks,

EA_Lanna

tluisz

2 years ago

It here

EA_Lanna
Community Manager
2 years ago
Hi @tluisz,

Thanks for popping up the screenshot with the error code. Can you answer those questions also, please? Without this information, there's not much to go off of.

@EA_Lanna wrote:

Are you purchasing the coins in-game with the overlay or in the client?

Have you recently changed the payment method or the card connected to EA?

Can you check that the region is displaying the correct one for you?

I'd also add, if you're using a VPN while playing, to turn it off and try again.

Thanks,

EA_Lanna
- tluisz
  2 years ago
  @EA_Lanna
  1. I tried to buy in game and outside client but it doesn't work
  2. I have successfully purchased 2 times before and have never changed the payment method.
  3. I checked but don't work
  - EA_Lanna
    Community Manager
    2 years ago
    Hi @tluisz,
    
    Sorry for the delay in replying, I missed the notification flagging that this thread was updated.
    
    Thank you for popping that context up. It sounds like it might be account related. This is something the support team will need to investigate. Can you reach out to them directly please so they can get to work on that? Use the steps in this article to reach them:
    
    How to contact EA Help for support
    
    - EA_Lanna