Cannot purchase new games

Hi, I tried to purchase new Add-on via EA app, I moved the game to the chart, clicked purchase and without even clicking on anything else I received error - Couldnt connect to servers, we ran into a problem, but a quick restart should fix it.

Again without clicking to anything the screen jumped to another message - Look at that, you are back online. Restart the EA app to access online features.

And again without clicking to anything the screen jumps to main page of EA app. And after all that the round starts again if I try to purchase something. I already tried everything I could think off, do you have any ideas what to do with it?? Please.

crashing

purchase issue

EA_LunardustCat
15 days ago
Usually, switching to a mobile hotspot resolves this.

If you have already tried another network or hotspot, the best workaround we have seen so far is:

Sign in to the EA Account website in your browser

Go to Payment Methods

Remove all saved payment methods

Fully close the EA app, including from the system tray or Task Manager on Windows

Reopen the EA app and try the purchase again

If possible, try a different payment method after clearing the saved payment methods, such as Apple Pay, PayPal, or a newly entered card

One player reported that a normal card payment kept triggering the server or offline error, but after clearing all saved payment methods first and then using Apple Pay, the purchase went through.

Because of that, this may be more related to the checkout or payment state than to an actual network issue.

39 Replies

InsanekismanO
Seasoned Newcomer
20 days ago
I have exactly the same problem. Haven't found any resolve yet.
JMC2427
New Rookie
20 days ago
The 50% off bundle for Sims 4 is only within the EA app but every time I attempt to make a purchase it says I am offline and kicks me out and will not allow anything to be purchased.
I have already restarted the app, reinstalled AND repaired the app, ran app as administrator, cleared cache within the app, forced closed EA within Task Manager, installed the app on a completely new device and logged into that with same issue, restarted my router and modem, also tried an entirely different network, and credit card .

I’m so frustrated because you cannot purchase this sale bundle anywhere else and it literally will not allow me to purchase it within the app. I think it is a server issue at this point but is anyone else having this issue??
JMC2427
New Rookie
20 days ago
I have also made sure that my computer and everything including GPU drivers were up to date.
tickirci
Seasoned Novice
19 days ago
JMC2427 I am having the same issue! It's so frustrating!!
tickirci
Seasoned Novice
19 days ago
paldova I am having the same problem. Did you manage to resolve it?
JMC2427
New Rookie
19 days ago
tickirci I know, I just want to spend my money 😭
JMC2427
New Rookie
19 days ago
I also completely deactivated windows security/defender and have restarted multiple times and nothing is working. Please can someone fix this server issue before the sale is over????
JMC2427
New Rookie
19 days ago
The 50% off bundle for Sims 4 is only within the EA app but every time I attempt to make a purchase it says I am offline and kicks me out and will not allow anything to be purchased.
I have already restarted the app, reinstalled AND repaired the app, ran app as administrator, cleared cache within the app, forced closed EA within Task Manager, installed the app on a completely new device and logged into that with same issue, restarted my router and modem, also tried an entirely different network, and credit card .

I’m so frustrated because you cannot purchase this sale bundle anywhere else and it literally will not allow me to purchase it within the app. I think it is a server issue at this point but is anyone else having this issue??
I have also done all PC updates including GPU. I have deactivated windows security/defender. Restarted multiple times between all of this. Nothing is working and I see multiple other people complaining of the same thing in my other discussion. Can someone please fix this server issue before the sale is over???
JMC2427
New Rookie
19 days ago
Same issue and I have reported it and have 2 posts about it as well. I hope they fix this before the 50% bundle sale is over.
EA_LunardustCat
Community Manager
19 days ago
Hey folks, for connection issues, please try clearing the EA app cache or following our troubleshooting guide.

You can also try resetting the Winsock network catalog:

Open the Windows search bar and type cmd

Find Command Prompt

Select Run as administrator

Enter the following command and press Enter:
netsh winsock reset

Restart your PC once the command has completed

After running the command, please reboot your computer and see if that helps. Thanks!