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paldova's avatar
paldova
Seasoned Newcomer
2 months ago
Solved

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 ...
crashing
purchase issue
  • EA_LunardustCat's avatar
    EA_LunardustCat
    8 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:

    1. Sign in to the EA Account website in your browser
    2. Go to Payment Methods
    3. Remove all saved payment methods
    4. Fully close the EA app, including from the system tray or Task Manager on Windows
    5. Reopen the EA app and try the purchase again
    6. 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.

JMC2427's avatar
JMC2427
New Rookie
9 days ago

EA_LunardustCat​  any update on this? I’m am going to my boyfriends house today to download the ea app on his computer to see if I can get it to work there. 

EA_LunardustCat's avatar
EA_LunardustCat
Icon for Community Manager rankCommunity Manager
9 days ago

I checked in with the incident monitoring team, and there does not appear to be a server-side issue on their end. With that in mind, I am afraid I do still need to ask you to try a few more troubleshooting steps. I am also sorry that you have had to go as far as testing different devices/networks offline.

1. Sync your time and region settings

  • Open Windows Settings > Time & language > Date & time
  • Make sure "Set time automatically" and "Set time zone automatically
  • are both enabled
  • Click "Sync now".
  • Under "Language & region", also make sure your country or region is set correctly

2. Try a clean reinstall of the EA app

3. Check for Microsoft Visual C++ updates

Hopefully one of these helps. Thank you for your patience.

  • JMC2427's avatar
    JMC2427
    New Rookie
    8 days ago

    I already had tried the first 2 and they did not resolve this issue. 

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