Forum Discussion

Motbest's avatar
Motbest
Seasoned Newcomer
2 days ago
Solved

Game removed from library, EA not willing to restore it

I've had Spore in my library since almost the day of the release years ago. I purchased the physical edition and redeemed the codes in the back of the manual. Today, years later, I wanted to replay ...
purchase issue
  • EA_Leeuw's avatar
    EA_Leeuw
    4 hours ago

    Hi Motbest​ ,

    I get why this situation feels off, but I want to be clear on one point: games aren’t randomly removed from EA accounts. If a title has been successfully redeemed and attached to an account, it remains attached to that account.

    When a base game appears missing while DLC still shows, that usually points to an account or entitlement mismatch, not a removal. The most common causes we see are:

    • Logging into a different EA account than the one originally used
    • Older retail (disc) codes are not being linked to the current account you’re accessing
    • Library display issues, especially with legacy titles like Spore


    In cases involving physical editions from many years ago, support can only restore access if they can verify the original entitlement on the account. Without a confirmed link (for example, via the original code or proof of redemption), they don’t have a way to manually re-add the base game.

    I’d recommend double-checking:

    • You’re signed into the exact EA account used when you first redeemed Spore
    • Any older email addresses or accounts you may have used at the time
    • Whether you still have the original CD key or proof of purchase


    If you can locate any of that, it’s worth going back to support with those details so they can take another look.

EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
4 hours ago

Hi Motbest​ ,

I get why this situation feels off, but I want to be clear on one point: games aren’t randomly removed from EA accounts. If a title has been successfully redeemed and attached to an account, it remains attached to that account.

When a base game appears missing while DLC still shows, that usually points to an account or entitlement mismatch, not a removal. The most common causes we see are:

  • Logging into a different EA account than the one originally used
  • Older retail (disc) codes are not being linked to the current account you’re accessing
  • Library display issues, especially with legacy titles like Spore


In cases involving physical editions from many years ago, support can only restore access if they can verify the original entitlement on the account. Without a confirmed link (for example, via the original code or proof of redemption), they don’t have a way to manually re-add the base game.

I’d recommend double-checking:

  • You’re signed into the exact EA account used when you first redeemed Spore
  • Any older email addresses or accounts you may have used at the time
  • Whether you still have the original CD key or proof of purchase


If you can locate any of that, it’s worth going back to support with those details so they can take another look.

Motbest's avatar
Motbest
Seasoned Newcomer
3 hours ago

Thank you for your reply, however that's not solving my issue yet

You’re signed into the exact EA account used when you first redeemed Spore

I only use this account within EA, I don't have another one.

Any older email addresses or accounts you may have used at the time

Same as before, same email as forever

Whether you still have the original CD key or proof of purchase

I do, and I sent a picture of it when I contacted support, and copied the key on the manual on the chat, even tried to activate it through the launcher and the launcher told me the key is valid but was already activated. And even with all of that, support told me that wasn't enough to prove it

I will try to contact support once more then.

Thank you again for taking your time to reply.

Recent Discussions