Forum Discussion

Rising Novice

Re: URGENT! PAYMENT VERIFICATION ISSUE

Hi EA Support,

I’ve been trying to complete a purchase for The Sims 4 packs during your sale, but every time I try, I receive an error saying "We were unable to verify your payment information." My payment details are correct, and Capitol One has confirmed the charges for the verification ($1) are approved, but I’m unable to get past the confirm my card section. I’ve tried 3 times, but it still doesn’t go through, and I urgently need assistance before the sale ends. Can you please fix this issue and help me complete the purchase?

I don't have a saved payment option, and I just tried adding one to see if that would fix the issue. However, it didn't work, and EA charged me another dollar, stating they can't verify my card, AGAIN!

1 Reply

EA_Solaire
Community Manager
12 months ago
Hello @FriendlyBearyy

Please try the following steps to clear up this error:

Use a different payment method

Make sure your billing details in the EA app match the billing details for your card

Remove and re-add your payment method from your account

Make sure the location on your account matches your real location

If you still have issues once you've run through these steps, we'll need the live support team to investigate into this a bit further, as we don't have access to review your account details here on the forums. Live support can look into your account and see what's causing this transaction to get stuck, you can contact the team by submitting a help request on the site here.