I made a purchase a few days ago. I contacted support first and was told to provide proof. When I sent it, I was asked to close the topic and create a new one to send proof again because mine (for some reason) did not work. As soon as I created a new case, the chat stopped displaying for me. I paid you money and did not receive the product. Why did they take away my ability to ask for help? What kind of lawlessness is this?

Hi @DeadOdds, Ok, I was going to suggest not logging in next. It sounds like the account is bugging out, not logging in can help get around that for the sake of reaching the support team. Once you connect with the advisor you can share the original case number with them and they can pull up the details from there. Before you do though, were you able to attach the new PoP files? - EA_Lanna

Where is my Apex Coins? | EA Forums

18 Replies

DeadOdds
11 months ago
I am ready to provide evidence to support, but I can't even contact them, they send me to the forum. This is unthinkable
EA_Lanna
Community Manager
11 months ago
Hi @DeadOdds,

When they ask you to try again with the proof of purchase (POP) it's usually because the images sent in didn't meet the criteria exactly. For example, if they were cropped or edited they can't be accepted and support would ask for new ones, etc. The EA help article 'How to provide proof of purchase' lays out the specifications needed for each proof of purchase (POP) image. Before you resume the case again, it'd be no harm to double-check that the POP you've gathered matches the specifications, and that' should help speed things up when you connect with an advisor next time.

In terms of the case oddness, I'm not sure why the chat option wasn't available or how to get it to appear for you again. It might work if you can resume your original case. Do you see an option to pick up where you left off with the original case from your My Cases page? You can find it on EA Help:

Sign in to your EA Account.

Go to My Cases.

Select the existing case from the list you want to continue with, then choose Resume Case if it's available.

- EA_Lanna
DeadOdds
11 months ago
I press resume case. Previously, the "start chat" button appeared. Now the "answer HQ" panel appears.
DeadOdds
11 months ago
the consultant asked me to create a new case and attach evidence, which I did. But now I can't even contact the consultant. The chat button is simply missing. How can I figure out the problem if I can't discuss it with anyone?
EA_Lanna
Community Manager
11 months ago
Hi @DeadOdds,

Unsure why it's recommending the forums for a purchase case. It might just need a bit of troubleshooting. Could you try the following steps please:

If you are on mobile, switch to PC to submit the ticket or vice versa

Clear the browsers cache and cookies, fully close all browser windows and then try again

Test it off of a different search engine (so if you're on Google Chrome, try Firefox to see if you can submit a ticket that way)

It's no harm trying a clean boot to see if you see the same issue after either: https://help.ea.com/en-in/help/faq/how-to-clean-boot-your-pc/

- EA_Lanna
DeadOdds
11 months ago
got it, thank you Lanna, I'll try it now
EA_Lanna
Community Manager
11 months ago
Np @DeadOdds. Hoping that does the trick for you but if not, let me know. There's one more thing I'd recommend if the troubleshooting falls through.
DeadOdds
11 months ago
I tried 3 browsers, including mobile. Unfortunately, it did not help. If you do not log into your account, the chat is displayed, after logging in, the panel with the forum appears again
EA_Lanna
Community Manager
11 months ago
Hi @DeadOdds,

Ok, I was going to suggest not logging in next. It sounds like the account is bugging out, not logging in can help get around that for the sake of reaching the support team. Once you connect with the advisor you can share the original case number with them and they can pull up the details from there.

Before you do though, were you able to attach the new PoP files?

- EA_Lanna
DeadOdds
11 months ago
Yes, in Case #188607725 I attached screenshots according to your EA instructions