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EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
1 year ago
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Why does the EA app display "Games have been removed from your library"?

Hey everyone, Thank you all for expressing your concerns about the "Games have been removed from your library" notification in the EA app (see below). We want to assure you that this fe...
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  • EA_Leeuw's avatar
    EA_Leeuw
    1 year ago

    RESOLVED Outage May 22nd, 2024. "Games have been removed from your library" Message in EA app

    Hi all,

    We are seeing RECOVERY of the temporary problem which started on May 22nd at 8 am UTC, which was unintentionally impacting some users, causing them to see the message *"Games have been removed from your library" or *"You don't have access" error on the EA app more frequently than expected.

    https://x.com/EAHelp/status/1793255707808268465

    Recent reports in this forum thread seem to confirm this trend. Thank you for reporting this to us!

    If you continue to experience the issue, please perform an EA app App Recovery (clear cache) by following the steps here, or reboot the client or machine.

    Thank you.

    Previous accepted res.

    *It's important to understand that both scenarios can also be triggered by valid, non-temporary reasons. For further details on these, please refer to the following links:

    • For the message "Games have been removed from your library" in the EA app, click here.
    • For the error "You don't have access" in the EA app, click here.
BaneHidari's avatar
BaneHidari
1 year ago

One of my Games has been Removed from my list, the App says my EA play membership has Ended. 
i never had EA play and the game was Bought and Gifted to me, How do I Fix this Problem?

CM edit: edited title for clarity.

Tmpst's avatar
Tmpst
1 year ago

Hi,

This is a bit longer story, unfortunately.

The other day I received a notification about the updated subscription prices, which I disregarded (since I'm using PC Game Pass).

After that I noticed a message telling me that content in my library got removed:

I double checked, and my Battlefield V indeed no longer listed the Deluxe Edition/Enlister Offer.

I contacted support through chat and got these readded within five minutes.

Unfortunately, before doing so, I didn't test whether I'm able to launch Battlefield V; because after that change, when trying to verify everything is still there, I only experienced an infinite black loading screen.

When I tried repairing the installation, I only got a generic error message:

After uninstalling the game, I noticed I can't even reinstall the game and receive the very same error.

I contacted support again and went through all the possible troubleshooting steps (including installing the client on a completely separated laptop) to no avail: Still the same error message.

Installing any other game on my account works just fine, so I was instructed to post here about it and wait (which is kind of annoying, I'm basically locked out from the game I purchased years ago).

However, there's also something interesting and I think this might be part of the issue (but the last CSR couldn't confirm this and still sent me here):

I originally pre-ordered the Deluxe Edition of the game, yet the EA App lists me as owning the "Pro Edition". Unfortunately I didn't check before to see which edition of the game is listed there.

Note I do not own EA Play Pro (only EA Play through PC Game Pass). Can anyone confirm or deny that this is the correct version for someone owning a regular Origin store copy of the Deluxe Edition?

Error Report ID:

42da4a9e-c3e1-48e6-ad03-82f1c35f65d6

Support cases:

175065267 (CSR restored the content/DLC)

175079628 (Follow-up diagnosing/troubleshooting with no solution)

  • Tmpst's avatar
    Tmpst
    1 year ago

    Forgot to mention, but can't seem to properly edit the original post:

    I'm able to install or repair other games on my account in the very same location (verified with Battlefield 1 and Battlefield 2042).

    The log files for the EA App talk about "Offer is not owned" when the installation fails, which is why I suspect some confusion on which version of the game I should "own".

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