EA App not launching games. No refund provided by EA Support.
My entire conversation with "EA Support"
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Support: Hello! Thank you for contacting us. An agent joined the chat and will assist you now.
This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.
Me: Hi, I'm trying to get a refund on my EA Play Pro subscription. I subbed to try a few games, starting with Super Mega Baseball 4, then I played Mirrors Edge. I wanted to play Mirrors Edge Catalyst afterwards and it wouldn't go passed the "Preparing Game" window, just kept going back to the EA App
It did the same thing with a few other games, Need For Speed 2015 being one of the others
Support: Hope you are doing well ! Thanks for contacting EA help, My name is Aditya ,
Me: I have tried multiple fixes. I don't want the subscription anymore if it's only going to let me play a couple games
Support: ok be rest assured will try to help you with the refund related
Me: I did try the refund form, but I guess because I used the Subscription service that I was no longer eligible for the refund but I'm hoping we can work something out seeing as the service I paid for is not functioning properly
Support: I really apologize that you have to face such issue I can understand your condition and situation
May I know the invoice number of your purchase?
I'll surely check the details for you right now and look to help you with EA account email accordingly. Please share your EA account email and also your EA ID.
Me: Yes, give me a moment to get into my purchase history.
Support: sure
Me: Attachment successfully added
Screenshot of the order as well
Support: thanks
Me: Oh and the Email is [REDACTED] and the ID is RealHyperoptix
Support: I have sent a verification email, please check you may have received it in your inbox or spam inbox, please share that code.
Me: [REDACTED]
Thanks
Support: I've checked this for you and unfortunately we're unable to refund your purchase, as it is not eligible for refund as per EA policies:-
Attachment successfully added
I really apologize that you have to face such issue I can understand your condition and situation
Me: So nothing can be done for me despite the service I paid for not functioning properly??
I paid for the Pro version of this service
Support: I really apologize that you have to face such issue I can understand your condition and situation as I only work here I am not the decision maker if it was possible for me then I would have definitely helped you as we all have to follow the process we are bind by the process kindly do not lose hope I really appreciate your dedication and patience for the game
Me: And have only gotten 2 games to actually get passed the "Preparing game" window
Is there someone higher up that I can speak to? A manager of some kind?
Support: As I can understand your point but the system won't allows for the refund to process as there is certain date and time for refund and you already have used all the way around
I understand that you're upset, I really apologize that you have to face such issue I can understand your condition and situation
Apart from this is there anything else also you need help with ?
As there is nothing personal with you as if it was possible for me 1% chance also I would have done it
As there is no direct support for manager and above
You can try to report this and post it on EA forums there the community managers will respond to your post
Me: I understand that it is not your fault, that's why I'm trying not to take this out on you. But in this economy, where gaming companies are not providing quality customer care in scenarios where the fault is on the service that a customer paid for, this is saddening to see from a company I've been supporting since I was a a child.
I'm disappointed, and betrayed by this service and I will not be buying anything from EA again.
Hi RealHyperoptix ,
I understand that you are unhappy with the outcome, but posting the support transcript here will not change the refund decision. The EA Forums team cannot access your account, review payments, issue refunds, or override a decision made by EA Help.
A refund and a technical issue are also handled separately. If the membership is outside the applicable refund eligibility, the fact that some games are not launching does not automatically mean a refund can be processed through the forums.
What we can help with here is investigating why certain games return to the EA app after the “Preparing game” message. To do that, please create or update a technical support post with the following:
- Your Windows version
- Your EA app version
- Whether the affected games were installed through the EA app, Steam, or Epic
- Any error messages shown
- The troubleshooting steps you have already completed
- An EA Error Reporter ID generated shortly after reproducing the issue
Please do not post your email address, verification codes, invoice details, or any other account or payment information publicly.If you want the refund decision reviewed again, you will need to contact EA Help directly. We cannot escalate you to a support manager or act as an alternative billing escalation channel from the forums.
