Incomplete Account Merge. Missing 7 Mac DLCs.
I merged accounts on Saturday, but 2 expansion packs and 5 kits (all mac/pc) did not transfer. I know there are risks to every merger, but I feel these should be transferable and that the agents I have talked to in live chat have not tried. I have proof of purchase and order numbers for all of the titles.
I am missing Adventure Awaits, Businesses & Hobbies, and 5 kits: slumber party, sweet allure, essential glam, casanova cove, business chic.
I contacted EA help, but the agent informed me that "only PC-based games" are transferable. He then left immediately after telling me this.
I started a new chat and I explained that all 7 of these packs were purchased on Macbook through the EA app, which uses the same licensing as PC, so they should be transferable (in my understanding). The second agent then said they could not help because the other account is now deactivated and they could not verify the purchases, even though I sent screenshots of all the receipts that included specific order numbers. They seemed to refuse to look at my proof of purchase, and the chat was ended.
Since these are all mac/pc entitlements and I have the order numbers and email receipts for all 7 items, I believe I need a manual entitlement grant.
Can a community manager please look into this or escalate this to someone who has the permission to access deactivated account histories and verify my order IDs?
Or has anyone else experienced this and have advice? Am I out of luck here?
Hey christinavelg,
Thanks for taking the time to explain what had happened. Your understanding of the situation is correct!
It sounds like not all of the content you owned on that previous account was moved to your current account after the merge. Unfortunately, we don't have the necessary tools or records to help with account-related requests, such as granting entitlements, here on the forums. You'll want to keep contacting our live support team as you have been, and have them review the old account and manually move any missing content to your current account. It might take a couple of contacts, but the team should be able to look into this with you and address this.
I'd recommend sharing this thread with support when you reach them, so they have information to reference. Let us know how it goes, thanks!
