I bought battlefield 1 and 4 in origin before, but I open EA app and it is empty. But in EA help website it shows that I have these two games. I have the order history of this two games.How can I get my games back?

@EA_Poppy And if clearing the cache doesn't help, and creating a case only leads to it being set to "duplicate case" and not even answered, and so there really is no help to get anywhere?

Hey @mad0james, Okay, so it looks like it should be the correct account. Can you clear the EA app cache and check if the games show up in your library afterwards? If you still don't see them then, make sure to search for the games in the search bar of the app and see if they show as owned there. If yes, then you should be able to install them from there. -Poppy

Thanks, clearing the cache really helps.

@mad0james, glad to hear it helped! 🙂 @fkirenicus, what game are you trying to launch, and did you make sure you used the correct login details?

@EA_Poppy I am missing all my games that I had in Origin, and yes I only have an account, and yes I have created cases with live "support" and have answered their question about what my email address is about 30 times. I haven't got any answers to MY questions, though. Last case I created was immediately set to "duplicate case" and I haven't even received an answer.

Old games in origin can't be found in EA app library

17 Replies

EA_Poppy
Community Manager
2 years ago
Hey @mad0james,

Okay, so it looks like it should be the correct account.

Can you clear the EA app cache and check if the games show up in your library afterwards?

If you still don't see them then, make sure to search for the games in the search bar of the app and see if they show as owned there. If yes, then you should be able to install them from there.

-Poppy
mad0james
2 years ago
Thanks, clearing the cache really helps.
fkirenicus
2 years ago
@EA_Poppy And if clearing the cache doesn't help, and creating a case only leads to it being set to "duplicate case" and not even answered, and so there really is no help to get anywhere?
EA_Poppy
Community Manager
2 years ago
@mad0james, glad to hear it helped! 🙂

@fkirenicus, what game are you trying to launch, and did you make sure you used the correct login details?
fkirenicus
2 years ago
@EA_Poppy I am missing all my games that I had in Origin, and yes I only have an account, and yes I have created cases with live "support" and have answered their question about what my email address is about 30 times. I haven't got any answers to MY questions, though. Last case I created was immediately set to "duplicate case" and I haven't even received an answer.
EA_Poppy
Community Manager
2 years ago
@fkirenicus, the games wouldn't usually disappear just like that from your account, so it does sound like it's the wrong account.

Make sure to contact live support on EA Help again and have them check your account.

If you do have another email address by any chance, try and see if it might yet be possible that you've used the wrong email for login by accident. These things can happen.

But otherwise, it might be best to check with live support, so they can have a look at your account and double check if the content is there.

You can contact them here again: https://help.ea.com/en/help-home/
fkirenicus
2 years ago
@EA_Poppy No, since I only have 1 account it isn't the wrong account. Everything worked fine in Origin. Nothing works in the EA app.
I don't see how I am able to express this more clearly than this, sorry.
But as @lance8765 states; the pattern is clear. You ask us to talk to live support. Live support either lies and says I do not own the games, even disregarding it when I send them proof of purchase, or ask us to check these forums. And in these forums, we are asked to talk to live support...
EA_Poppy
Community Manager
2 years ago
@lance8765, I understand this is frustrating, but we don't have insight into account specifics here on the forum, so we can't really help with account related issues. Are you currently having trouble with missing games in the EA app as well?

@fkirenicus, when you spoke to the EA support previously, did they tell you there are no games on the account?

I would really recommend contacting them again, as only they are able to see your account details and what games are on there. As stated above, we don't have the option to see this here, unfortunately.

You have the option for email or live chat support here: https://help.ea.com/en/help-home/
fkirenicus
2 years ago
@EA_Poppy No, they told me I did not own the content I had used for 3 years on Origin and even could show them the receipt for (and which worked again for about half a year after I was able to reinstall Origin).
Or: they lied straight to my face. Live. In a chat. When I told them that what they claimed was not correct, the connection mysteriously "was lost".
EA_Poppy
Community Manager
2 years ago
@lance8765, that does sound frustrating, and I'm sorry to hear it has been difficult to get in touch via live chat. Generally, when a case states "Waiting on Player", it means that additional information is needed. It could be the case that their replies ended up in your spam folder, so maybe check there and see if that might have been the case.

@fkirenicus, if they weren't able to see any games on the account, that would mean, that they have either been removed, or have never been there in the first place. Can you remember having asked support to move your games in the past, or anything similar that could explain?

However, it would really be best if you get back in touch with live support because all we can do here at this point is guess what might have happened, whereas live support can actually have a look.

-Poppy