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banyan55's avatar
banyan55
Seasoned Newcomer
2 years ago

Mass Effect Legendary Edition (PRIME GAMING) Missing from library

Hi,

On July 12 2022 I claimed Mass Effect Legendary Edition from my Prime Gaming page. I shows as claimed to my EA account, I have only one account and the user name does match. However on my EA app, it does not show up as owned. I have the option to purchase, or install as part of EA Play, which I have through PC gamepass. For what ever reason it does not show up as owned outright, which it should. Any help on this matter would be greatly appreciated. I tried opening a case but recieved a generic email in return and have had the case marked as fixed. I have tried to re-open the case but it still shows as fixed. Chat does not seem to be available so Im hoping someone from EA might be able to help here. Thank you in advance for any help.

bug
mac
pc

7 Replies

  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    2 years ago
    Hi @banyan55,

    I can see that you can click on the Download button in the EA app. It looks like you can download it out right, without the need to have to repurchase it again.

    When you go to your game Library (on the left), do you not see the game in that section?
  • banyan55's avatar
    banyan55
    Seasoned Newcomer
    2 years ago

    Hi EA_Leeuw, thanks for the reply. I do have the option to download it, but that is only as an EA Play game. It is not I do not own the game out right even though I should from Prime. If you compare it to this screen shot you can see how it differs.

  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    2 years ago
    @banyan55, yeah I've compared the screenshots, but this shouldn't be an issue. If you didn't have the game registered to your account already (thanks to Prime Gaming), there would not be a Download button. Instead, there would be a Claim button (since the game is also included in EA Play Playlist).
  • banyan55's avatar
    banyan55
    Seasoned Newcomer
    2 years ago

    Thats because I have EA play via gamepass though. I was planning on stopping my subscription to gamepass as I am not using it for any other games currently. However I would like to play mass effect at some point. I wont be able to if I stop my gamepass subscription even though I am supposed to own the game outright. Hence why there is no option for me to purchase games that are on EA play that I already own. I shouldnt have the option to purchase a game I already own, thus the key hasnt registered on my account correctly.

  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    2 years ago
    Hi @banyan55,

    All I can tell you is that the key has been registered on your account correctly and that you own the game via the key via Prime Gaming, and now as well (but not exclusive to) as via EA Play.

    You can download, install, and play the game just fine without anything to worry about, as long as you're using the correct EA account.

    If, however, there appears to be an issue in the future when your EA Play membership has expired, and you suddenly have lost access to the game, while I can confirm to you that you own it on this EA account via Prime Gaming, feel free to let us know here on the forums.

    Happy gaming!
  • vapordruid74's avatar
    vapordruid74
    2 years ago

    I searched google for this issue, because I was having it. I was missing every game I'd ever claimed from Prime Gaming. I simply logged out of the EA app and logged back in. All my games were there. I hope this helps. 

  • mrmond67's avatar
    mrmond67
    2 years ago

    I don't think the EA app recognises all games properly. Especially if they were redeemed and then transferred from Origin to EA.

    I have some games that say owned without the Play logo, some that have the play logo, some that say the game has to be bought when I click on manage.

    One even said add to library even though it said owned, once I did that, it then added the Play logo!

    Another says owned, no Play logo but when I click manage it says to purchase the game (not even a different version) Added from Prime in 2021

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