Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post) 149744225
Which client functionality are you experiencing this bug with? Other (Please Describe)
Please describe Games that were present and worked in Origin do not appear in the EA app
When did this happen? (dd.mm.yy hh:mm) first in Nov 2022, then again about 25th June 2023
Summarize your bug I purchased Dragon Age: Inquisition in May 2019, GotY edition with all DLC in Origin. This has been working perfectly in Origin since then, but now my Origin games do not appear in the EA app - not one of them (I had 2; DA: I and Dragon Age 2).
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Create an Origin account and see if the game library transfers to EA app.
What happens when the bug occurs? The games I have paid for in Origin and which was promised would work in the EA app do not even appear in the EA app.
What do you expect to see? EA's promise that games in Origin would work also in the EA app fulfilled...
... or a refund of the games I purchased in Origin (DA:I GotY with all DLC will do, 25 euros).
EA Staff (Retired)@EA_IlliumNo. I purchased it (again) at Steam when first I encountered this problem in November 2022, but I reverted to the Origin instance once I was able to re-install Origin a few days later. The only one option I have now is the Steam instance. My Origin game is completely gone.
I do not think it is right I should have to buy a game twice to play it, but I would have purchased in the EA app if I had been given the discount as Steam could offer me. I was not. Even though I gave EA support proof of my purchase in Origin back in May 2019.
I can install (and hopefully play!) the game using Steam, but as I said: I own the game already via Origin, and would use the EA app directly like I did Origin - if I could.
Also, again; it is not right that I should have to buy a game twice like I did. I was in the middle of a playthrough in November, and sort of desperate (and at the time no one knew what was going on and that it would prove possible to re-install Origin, and any way, now that option is forever gone) - and I did not receive any help at all from EA support. I did not receive any help from them in my about 50 tries to establish communication with them these last few days either.
There are at least 4 threads with the same or a similar problem currently in the forums, so I guess I am not alone. Will EA support actually look into this soon?
This is a problem many report in one form or another. How can EA avoid answering this, and start doing something about it?
EA Staff (Retired)HI @fkirenicus Thanks for sharing this information.
We definitely want to take a closer look at this versus having you make multiple purchases.
Can we reach out to our support to take a look at your account, for any issues?
Make sure to select the following case details: Dragon Age: Inquisition | PC | Manage my account | Find missing game
Cheers!
@EA_IlliumWell, I have done so twice already, with no result... Maybe 3 is a charm.
EDIT: @EA_Illium Actually, I have a case given above: 149744225. It is still active, "waiting on player", but I cannot respond there in any way that I can find. You guys will have to re-open my access to the case so that I actually can answer, if you are waiting for one!
These forums now hold quite a few threads about people not getting their game library from Origin when they now are forced to use the EA app. I know this was an issue even in Nov 21, and still EA forced people to switch over to this app which clearly does not work as it should. And no word about any attempts to try and fix this for their users. Clear cache in the EA app won't work if the account data was not transferred correctly from Origin to the EA app.
