Forum Discussion

Kombo210's avatar
Kombo210
2 years ago
Solved

Previously Owned Games/DLCs Missing from EA app Library Since Nov. 15, 2023

Product: The EA app Platform:PC Error Report ID (learn how to create an Error Report ID in the sticky post) cant play Which client functionality are you experiencing this bug with? Browse Games ...
bug
mac
pc
  • EA_Leeuw's avatar
    EA_Leeuw
    2 years ago

    Hi all,

    Due to changes that went into the EA app and the frequent occurrence of incomplete purchases or logging into incorrect EA accounts, we have closed this thread and opened a new thread here: Missing Games/DLCs in EA app Library (Feb. 2024).

    If you continue to experience the issue, please post a reply in the new thread using the provided template.

    Thank you.

EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
2 years ago

Hi @EnnoSmalls,

If you log in to your EA account on the Order History page, set filters to All status and All timeframe, and see nothing, it means you're probably using the wrong EA account. I can say this because there are a lot of games registered on this EA account with the username/ID EnnoSmalls.

EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
2 years ago

Hello everyone,

We've noticed an influx of new reports from players who are unable to access their EA games within the EA app. This issue seems to affect games activated via a 3rd party key or purchased through us (either on the EA.com website or the EA app). However, EA games from other platforms (like Steam or Epic) remain visible in the EA app.

If you are experiencing this issue, please ensure the following:

  • Verify that you are logging into the EA app with the correct EA account - the one that contains your games. After manually checking some of your reports (which we don't typically do via forums), I've noticed several instances of players reporting this problem with empty EA accounts. As such, please respond to this thread using your primary EA account (the one you believe your games are registered to).

  • Try to locate your games, if purchased through our EA.com website or the EA app (formerly Origin), on your Order History page (access it here). If you sign into your EA account on the Order History page, apply filters for All Status and All Timeframes, and still see nothing, you may be using the incorrect EA account.

  • If you had EA Play and claimed games that are now missing or returning a "You don't have access" error, ensure that your EA Play subscription is active. Note that this error can also occur in the EA app if you are attempting to launch an EA game via Steam or Epic while logged into the EA app with the incorrect account (one not linked to your Steam or Epic persona).

If you've checked all of the above and still can't see your EA games in the EA app, consider performing an EA app Recovery (clear cache) to see if that resolves the issue.

If the problem persists, please respond to this thread with the following information:

  • The names of the missing games (please just name a handful),

  • The date when this issue first started,

  • Your current EA app version (find out here),

  • Your EA app Error Reporter ID (provide it in this thread).

Thank you for your cooperation.

  • Hejlskov11's avatar
    Hejlskov11
    2 years ago

    Some games that is missing from my library: EA FC 24, Sims 3+4, Battlefield 1, Plants vs Zombies Garden warfare and even free games such as Apex Legends. 

    The Problem started yesterday (15 of Nov.) Before that I had no problem at all playing my games. 
    App version = 13.63.0.5576
    Report ID = de44978b-de22-40f6-8868-baadaa8377ce


    I can see my games on Origin when using macOS, (Not EA FC 24 for some reason)

    • EA_Leeuw's avatar
      EA_Leeuw
      Icon for Community Manager rankCommunity Manager
      2 years ago
      @Hejlskov11 wrote:

      Some games that is missing from my library: EA FC 24, Sims 3+4, Battlefield 1, Plants vs Zombies Garden warfare and even free games such as Apex Legends. 

      The Problem started yesterday (15 of Nov.) Before that I had no problem at all playing my games. 
      App version = 13.63.0.5576
      Report ID = de44978b-de22-40f6-8868-baadaa8377ce


      I can see my games on Origin when using macOS, (Not EA FC 24 for some reason)

      @Hejlskov11, it looks like you are - or were (since you mentioned they're back now) - using an incorrect EA account. Most of the games you mention are not registered on this EA account (with which you created this post).

      @tripley31 wrote:

      My games are not showing in my library.

      Originally purchased in Origin and most recently in the EA app.

      The sims 4 and a bunch of Add-ons

      97100399-d681-47ec-beef-29cbd1500d5c

      @tripley31, same for you. The Sims 4, or any related add-ons, are not registered on this EA account.

      • Hejlskov11's avatar
        Hejlskov11
        2 years ago

        I was definitely on the right account, so that was not the problem. I think if you would check my account out now you would see my games there.
        Anyway I got my games, and I appreciate you trying to help.

  • Kombo210's avatar
    Kombo210
    2 years ago

    MISSING FC24

    ISSUE STARTED : NOV 15 2023

    EA APP VERSION : 13.63.0.5576

    REPORT ID : 12fa5030-ace4-46e4-a99f-2fe4c427b629

    • Kombo210's avatar
      Kombo210
      2 years ago

      are we getting any fix ea support?? 

      ive tried even adding Apex and then deleting it and it didnt help 

      • Hejlskov11's avatar
        Hejlskov11
        2 years ago

        My games are back now!

  • Josseineko's avatar
    Josseineko
    2 years ago

    Missing games: The sims 3+4, Need for Speed Hot Pursuit, Battlefield, basically all the games I purchased from Origin

    Started: 15/11/2023

    EA launcher version: 13.63.0.5576

    Reporter ID: d86373d4-1f65-4137-94fa-cda3336ee7be

  • RiddleRedCoats's avatar
    RiddleRedCoats
    2 years ago

    Hello!

    Yes, I am connected to the right account. Some games that are missing from my library: Mass Effect Legendary Edition, Dragon Age: Origins, Anthem, etc.. 

    The problem started yesterday (November 15th) as i was able to play the games the day before that (on the 14th).

    App version = 13.63.0.5576
    Report ID = f8c9683a-ab1d-481f-bec0-de8b541904a3

    I can see the games I bought using steam (Jedi: Fallen Order) just fine, it really is just the games purchased through the EA app.

    thanks!

  • ForceField91's avatar
    ForceField91
    2 years ago
    • I'm missing F1 23 from this Account on EA Games

    • The Issue started yesterday, the 16.11.23
    • Current EA app version: 13.63.0.5576

    • ID: 59f541e0-c7f8-40f1-a405-661f0afabc30
  • tripley31's avatar
    tripley31
    2 years ago

    My games are not showing in my library.

    Originally purchased in Origin and most recently in the EA app.

    The sims 4 and a bunch of Add-ons

    97100399-d681-47ec-beef-29cbd1500d5c

    • BeefaLasVegas's avatar
      BeefaLasVegas
      2 years ago

      Sims expansions won't download and I cannot log anything because then it comes up with error within an error.

      • Kaimakovic's avatar
        Kaimakovic
        2 years ago

        Please provide with a redeem code of BF2042 or put it back in my library, I've bought it 2 months ago but can't play because it's not on my library. My report id 0e8aae3c-b188-4b9d-a6a4-409547278672

  • 31a21c45d09958b's avatar
    31a21c45d09958b
    2 years ago

    오리진 라이브러리에는 있었던 심즈3 쇼타임 확장팩이 EA 앱에서는 구매하지 않은 것으로 나옵니다.

    해결 부탁드려요

  • 476f3d26018791f's avatar
    476f3d26018791f
    2 years ago

    Hi, I just made my first purchase on the EA App ever and I don't see my game. Here are the details you requested. Please let me know about a resolution.

    I confirmed the order shows complete on EA Customer Portal and I tried clearing the EA App cache with no luck.

    • The names of the missing games (please just name a handful): Command & Conquer The Ultimate Collection

    • The date when this issue first started,11/18/2023

    • Your current EA app version (find out here), 13.63.0.5576

    • Your EA app Error Reporter ID (provide it in this thread). 74de0556-b81b-47ef-9197-6052d5adaa41
  • jackbilsbo's avatar
    jackbilsbo
    2 years ago

    I am logging into the EA app with the correct account, (I only have one account) and I have tried all of the steps including, clearing cache, reinstalling the EA app, restarting pc and I have done all of these steps multiple times! 



    • The names of the missing games - FC24

    • The date when this issue first started - 18/11/2023

    • Your current EA app version - App version: 13.63.0.5576 (75949-d0bc1c65ec) 

    • Your EA app Error Reporter ID: abc29445-c8be-4b83-9c2a-1665a7ebf0d7

    Really hoping I can be helped with this so that I can get to playing the game! :o

  • Vidarr_514's avatar
    Vidarr_514
    2 years ago

    I was gifted a copy of Star Wars: Squadrons several months ago via Steam. I only recently installed and launched it for the first time. The game launches without issue, but the EA App does not start when the game is launched via Steam and the game itself does not appear in my library on the EA App despite the accounts being linked.

    My EA App library does show the other two EA games that I purchased via Steam (one purchased years ago, one purchased recently), but neither of them will launch. The EA App says they are "not installed" and I have not found a solution to this issue. Regarding this issue, but relevant to SW Squadrons not showing up in the EA App, I have already performed the troubleshooting steps provided here (such as resetting the EA App cache, reinstalling the game and EA App, etc.).

    More details in this thread: EA App Unable to Detect Installed Games - Answer HQ

    It has been nearly a full month since I purchased a new product (Battlefield V) via steam and I have not yet been able to use it. Another product (SWBII), which I have owned and used for years, is now equally unusable. SW Squadrons, the only functional product (probably because it launches without the EA App), is not listed in the EA App library.

    Missing Games: Star Wars: Squadrons

    Unplayable, but Listed, Games: Star Wars: Battlefront II (EA), Battlefield V

    Date of issue: 22 October 2023

    EA App version: 13.63.0.5576

    Case Number: 157948427
    EA Error Reporter ID: 136e7983-53ce-4c69-a59a-c877940d26c6

    Thank you for your time. I hope this information provided here and in the above linked thread is of use.

    • ItsElleHoe's avatar
      ItsElleHoe
      2 years ago

      Hi, so i've been reading a couple of the other forums about this same problem. However, my situation is a little bit more weird. Starting off, i've been playing Sims 4 off of Origin since 2016. Well today, I wanted to play after not playing for a couple of months (realistically might be a year, if even that). Sadly, my Origin wasn't working, fast-forward I download EA, log in (after a few failed attempts, forgot my password), installed Sims 4, & booted it up. Immediately, I check for my packs (I had each pack, instead of the new ones that were just created this year) & they weren't there. I immediately start to panic, but my first thought was to just repair the game (knowing that it could just be a bug), praying that it would work that way (after 2 attempts of repairing, deleting, & reinstalling the game), unfortunately none of that worked. I also noticed that on my EA account it has a different name from the name I had on Origin. I didn't recreate my account when I logged in, but on Origin my name was "prettikerah" & now that I switched over to EA it says "ItsElleH*e" which is my email... & im sure I never changed my user name or created a separate account. I looked in my order history and its nothing but Sims 4 there, but im more than certain that I have plenty of packs. I used them all on Origin just fine, I remember them all taking forever to download separately. I'm not sure what else to really do. I tried to find a way to bypass all of this & redownload Origin, so that I could at least play it on there or even get a photo of my packs. I'm literally freaking out because I invested so much money & time into my Sims game. I've been buying packs since I opened this account in 2016. I was literally going back and forth to Target, to get new packs every other week. I honestly don't know what to do, this has all given me a big headache & i've been trying to solve this myself all day. I cant seem to find any customer service number for EA. PLEASE HELP ME!!! I'm heartbroken right now, I literally put so much money into this & for me not to be able to play my game is really getting to me. Please, please, please help me! I've been so invested into this game for YEARS and I honestly don't see myself playing, until this is fixed. I really hope that I can receive help. I no longer have the papers, with the codes I used to redeem the expansions. I started buying them so long ago, I wouldn't be surprised if I did throw them away because they were already redeemed. Also, one more thing. When I use to log in on Origin i'd use my username to sign in ("prettikerah"), which is another reason why it took me so long to figure out my account information (definitely forgot my email that I used), so I did try a couple of my different emails that I had from around that time & I ended up getting in. Only thing that is strange to me is that my username is different & my packs are gone. THANKS IN ADVANCE!!

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

        It sounds like you are using a different (wrong) EA account to login to the EA app.

        If you're unsure about your account details, please reach out to EA Help via https://help.ea.com/help/faq/using-ea-help to request assistance with your issue.

        Thanks.

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