Forum Discussion

mad0james's avatar
mad0james
3 years ago

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

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 g...
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fkirenicus's avatar
fkirenicus
3 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's avatar
EA_Poppy
Icon for Community Manager rankCommunity Manager
3 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's avatar
    fkirenicus
    3 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's avatar
      EA_Poppy
      Icon for Community Manager rankCommunity Manager
      3 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

      • fkirenicus's avatar
        fkirenicus
        3 years ago
        @EA_Poppy As far as I understood it they were perfectly able to see the games on my account, but still they claimed I did not own them. They disregarded the proof of purchase I sent them, and they disregarded the fact that the games worked perfectly in Origin. I tried to get this sorted out both in Nov 2022, when they said I did not own the game I could give them proof of ownership of, and I tried again in July when Origin had been shut down. After about 20-30 emails from different people claiming they were there to help me, but asked the same questions over and over and again, I realized that these people couldn't give a flying f about their customers problems.

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