Re: Cannot purchase new games

Thanks for sharing this and helping others as well. Glad to hear you finally got it sorted! I have also let my lead know.

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

Note: I did not try this on my PC as we were finally able to get it to work there and I didn’t want to risk it not working at home, but his pc received the same error first plus the additional server error. I then went home and installed all of the add ons I purchased afterwards, no problems.

For everyone else having this issue, I was finally able it to get it to work. I went to my boyfriends and received the same error (using both his and my card), and an additional error that said it was a server issue. At that point we knew it’s either EAs side or the account itself so we logged into the EA website and completely wiped all methods of payment. He then used his card in the EA app afterwards again and it worked. I tried my card on a second purchase, and got the same connection/server error. His was a Visa, mine a Mastercard. His did also NOT work before we wiped all payment methods, so I think once it happens it’s just broken until cleared.  I then cleared it again and used Apple Pay with the same credit card of mine that would not work (and seemd to break it) and that worked. So something is wrong with their payment process and once it breaks a single time everything needs to be cleared or all payment methods fail. Not sure if it’s the Mastercard specifically that triggers the server error, but I used the same card through Apple Pay no problem AFTER clearing payment methods on the EA website and refreshing the app afterwards. 

tickirci​ 

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.

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. 

I have also attempted all of these command prompts as administrator. 

This is not a networking issue on my side as I have tried multiple devices and multiple networks and literally everything else is working. There are no other apps that would interfere open. I have attempted the command prompt and restarted and the issue still reoccurs. The app is only stating offline when in my cart then immediately reconnects and kicks me out of the cart/purchase menu. This is not an issue with my device but an EA issue as multiple people have been reporting this problem within the forums. Please fix this before the sale is over.

I have also merged your posts together to keep everything in one place.

Sorry to hear you’re running into trouble when trying to make a purchase, and thanks for already trying many troubleshooting.

Since the message says you are offline, please try following our connection troubleshooting guide, and also try using a different DNS.

Although you have already restarted your PC multiple times, there may still be background applications interfering.

You can also try resetting the Winsock network catalog:

1. Open the Windows search bar and type cmd
2. Find Command Prompt
3. Select Run as administrator
4. Enter the following command and press Enter:
   netsh winsock reset
5. Restart your PC once the command has completed

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

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????

tickirci​ I know, I just want to spend my money 😭

JMC2427​ I am having the same issue! It's so frustrating!!

I have also made sure that my computer and everything including GPU drivers were up to date.

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??