Forum Discussion

1 year ago

Solved

Problem with license on my account. Dragon Age 1 and 2

Hello, I actually contacted EA support with this problem, they said to create a branch here, just in case, to duplicate it. I have a problem with the license of the game (some kind of bug on my account or data loss). A long time ago, I bought Dragon age 1 and 2 games, played them and forgot about them.Then my own launcher appeared, or Origins was the first one, maybe I registered it on the same mail, it turns out I don't remember what year it was, but maybe 2015 or when origin appeared there. Thank God the mail has not changed for more than 15 years and I registered them to the same mail that I have now in the Origins/EA app. The problem is that I must have these games on my account. but there are none. How did I understand that they should be? I decided to play part 3 the other day. and for her, you need to go to KEEP. and there, syncing your new account, there were characters from 2010. from 2 parts. there is no 1, but this is probably because the game servers were disabled. I bought the first part new in steam about 3 years ago and added a key from it to the EA APP. The first part of the game with this key is sometimes displayed in the launcher, sometimes as if it does not exist. if you delete the game, the launcher does not see it. the second part is not in the library at all, as if I hadn't bought it. The support service says that I have both parts on my account, I asked to replace the keys and it seems like they were doing something there, but nothing has changed for me. That's actually such a problem. They said to place it here in case someone could suggest something.

LazarusRus
1 year ago
But before when i contact with support him say i have game on account. u say i dont have it from your side. and what about Dragon age keep? if i have data there from this account. how u can explain it? its not possible my account data can be corrupted or some lost data on datacenter?
UPDATE.
In the end support not help me. they like robot do only instructions or dont have tools for help. i tired wait. just buy new code of game, activate it and all ok now. u can close thread.

15 Replies

EA_Shepard
Community Manager
1 year ago
@LazarusRus Being that support are the only ones who make changes, if they stated that it is being looked into, we cannot make any changes. And by merge account sometimes players have more than one account when they play a game that is 5-10 years old or older. They would have to locate the account or the code that was connected. A screenshot of the game does not prove it no because we can see all of the data on the account. I do not see the base game itself but I do see DLC. If there is no base game, and a code was added or (replaced) it would come off as we just gave you the game which is why we have to locate the account or code the game was used on first. This is why players have to go through support. The forums are not actually a place of live support which is why we don't make changes here. We only provide troubleshooting and have issues reported to the specific game teams. Community Managers are more engagement, and content over actual account/technical support needing to make changes to an account.
LazarusRus
1 year ago
So as i say before i dont have any another account. so key be used on this account only. i understand u just community and cant do licence changes. support say me create thread here. may be somebody found solution. but u help me more understand what problem is. so as i say before its looks like i dont have license data, but i have synchronized achievment and characters in cloud. how it can be possible? my cloud proof about i have game on this account. so can i ask support to add me new key? if i dont remember old. thank for your time
EA_Shepard
Community Manager
1 year ago
@LazarusRus Support will not grant you a new game no because there is no base game linked to the account. If you do not have the original keys that are linked with the game, that would stop a new key from being added. They would have to find the account the keys are linked to first before changes can be made. Regardless if there is another account out there, unless they have the right one pulled up and verified, they will not change the game.

If you have the game listed in the EA app, it would show the code to you when you click on manage game - view properties. If you provide that code to them, they will be able to verify it.
LazarusRus
1 year ago
But before when i contact with support him say i have game on account. u say i dont have it from your side. and what about Dragon age keep? if i have data there from this account. how u can explain it? its not possible my account data can be corrupted or some lost data on datacenter?
UPDATE.
In the end support not help me. they like robot do only instructions or dont have tools for help. i tired wait. just buy new code of game, activate it and all ok now. u can close thread.
EA_Shepard
Community Manager
1 year ago
@LazarusRus Happy to hear the issue is resolved. Will pass along the feedback to the team for review with live support.

We will consider this issue resolved at this time. If you run into any other issues, please open a new thread or add onto a new one!

Cheers!