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xxcoy's avatar
xxcoy
4 months ago
Solved

EA App just casually "lost" 6 of my games

When I logged in today I realized that half my game library was empty. First I thought it mus'tve once again "forgotten" the installed games. But they are completely gone, as if i had never bought them.


I'm "missing" Mass Effect 2, Mass Effect 3, Dead Space 2 and 3, and Dragon Age 1 and 2.


I already cleared my cache, even reinstalled that abomination of an app and checked my account here. They are still in my account, (see pic) but i can't access them.
While I still can start ME2 manually and connect it to my account, ME3 has decided it was never mine at all and a "different user" had installed it.

pc
technical issues
  • EA_cuervo's avatar
    EA_cuervo
    4 months ago

    Hi @xxcoy,

    I'm sorry to hear your games are missing from the library. If you're logged in to the correct account and the games are not showing up in your library, please try clearing the EA app's cache: 

    1. Go to the EA app's menu. On Windows, select the three dashes in the far-left corner of the EA app. On macOS, click Help at the top of the screen, then choose App Recovery.
    2. Scroll to Help.
    3. Click App recovery.
    4. Select Clear cache.

    If the games are still not showing up after clearing the cache, then please contact EA Help Support, as they will need to take a look at your account.

    Thanks,

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  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    4 months ago

    Hi @xxcoy,

    I'm sorry to hear your games are missing from the library. If you're logged in to the correct account and the games are not showing up in your library, please try clearing the EA app's cache: 

    1. Go to the EA app's menu. On Windows, select the three dashes in the far-left corner of the EA app. On macOS, click Help at the top of the screen, then choose App Recovery.
    2. Scroll to Help.
    3. Click App recovery.
    4. Select Clear cache.

    If the games are still not showing up after clearing the cache, then please contact EA Help Support, as they will need to take a look at your account.

    Thanks,

  • xxcoy's avatar
    xxcoy
    4 months ago

    Thank you for trying to help. As I already mentioned, these steps and more were done already more than once, by the app's function to clear cache and by hand.

    I did contact the support last night by chat and they manually reactivated each game.
    What exactly caused this, they did not say.

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    4 months ago
    @xxcoy I'm glad to know that you got this issue fixed. Thanks for letting us know.
  • JBeamBlack's avatar
    JBeamBlack
    Rising Rookie
    4 months ago

    I just started getting this same thing happening to me randomly, and different games each time

     Last weekend I had some games not show in the library but a restart of the app made them show for some reason, THEN again night, I started the app, and BF II and some older games didn't show up in my library, so I restarted the PC and the app, and then they showed up like normal.

     But I started the app this morning and Dragon Age Vielguard (a brand new game was just playing last night) was gone from my games list. So I tried the repair cache thing and it again showed up, but does anyone know what might be causing this?

    I have been using this app for years now, and this just started about a week ago. 

    might want to let the app team know something is wrong here.

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    4 months ago

    Hi @JBeamBlack,

    Thanks for bringing this to our attention. Could you please try reinstalling the EA app and clear your temp files using Ccleaner: 

    For instructions on how to use Ccleaner to uninstall apps, click here.

    While we suggest using CCleaner, EA does not provide user support for this program–use it at your own risk. Please follow any installation guides straight from CCleaner when installing and performing program set-up. You can find help on CCleaner’s support page.

    Once that's done, reinstall the app and see if this error still persists. Let us know if that helps, thanks! 

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