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NightHawk1685's avatar
NightHawk1685
2 years ago

Purchased games missing from library

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Game Hub
When did this happen? (dd.mm.yy hh:mm) 27.1.2024
Summarize your bug All my purchased games are gone over a decades worth of buying…
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? On my account?
What happens when the bug occurs? I can’t play games I’ve brought…
What do you expect to see? The games I purchased.

‌

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Game Hub
When did this happen? (dd.mm.yy hh:mm) 27.1.2024
Summarize your bug All my purchased games are gone over a decades worth of buying…
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? On my account?
What happens when the bug occurs? I can’t play games I’ve brought…
What do you expect to see? The games I purchased.

‌

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Game Hub
When did this happen? (dd.mm.yy hh:mm) 27.1.2024
Summarize your bug All my purchased games are gone over a decades worth of buying…
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? On my account?
What happens when the bug occurs? I can’t play games I’ve brought…
What do you expect to see? The games I purchased.

‌

Hi all, I see others struggling with this issue.

All my previous purchased games are missing.

I am currently trying to get help from an advisor, however I’m just getting the same generic response from multiple advisor. None of them are answering me or listening to what I am saying. They all just keep saying I had access via gamepass.. No I purchased most of these games before gamepass even existed as a service. 

I have the code for one product when I redeem it it says code accepted, it then says code already redeemed.

I have tried all the standard work arounds.

I have installed origin. None of these steps have worked. 

Where  are the games that I have purchased over the past 15 years or so? 

EA give me my games back 

Please? 

bug
mac
pc

8 Replies

  • NightHawk1685's avatar
    NightHawk1685
    2 years ago
    @EA_Leeuw Customer service are just fobbing me off. They put me through to a different advisor each time. The same old generic response ..
  • NightHawk1685's avatar
    NightHawk1685
    2 years ago

    I have not had a response back from customer service since their last email, advising me that EA is aware of this problem affecting multiple users accounts. Stating that there is a patch coming to address the issue.

    I’m not prepared to wait for a patch that may never come to play games that I legitimately purchased. 

    I’ve also discovered my Battlefield 2042 that I purchased on release day is also now just the trial version. This was purchased via EA app.. 

    I’ve just responded to the previous email. 

    My case ID is as follow 

    167646456:

    Can you please try to increase it to a higher team preferably someone who actually knows what they are doing? 

    Please see below a copy of the email I have sent contains details which I believe have led to the loss of my games. 


    Dear Ea,

     
    This is the worst customer service experience I have ever had. I can’t access products that I have purchased over the course of the past decade or more. 
     
    I logged on to the EA app on windows PC Friday evening to install my old games and they are gone. They were not part of gamepass. I purchased them. I purchased C&C Ultimate via a third party as per the receipt evidence I have provided. I purchased the others directly via origin.
     
    I recently spoke with an advisor with the request to delete my Fc24 ultimate team account. 
     
    I believe the advisor that I spoke with in November 2024 has deleted my games from my account. This is not what I requested.
     
    I’d like you to return my purchased games to my account please.
     
    Battlefield 2042
    Battlefield 4
    C&C Ultimate Edition 
    C&C Tiberium wars
    Sim city 
     
    If I do not hear from you in due course I will be reporting this case to the UK consumer ombudsman, as per my consumer rights given in the consumer rights act 2015. 
     
    I look forward to hearing from your response. 
     
    I highly suggest that you upgrade my case to urgent and have a knowledgeable manager respond to me. 
     

    Kind regards,
     
     
  • NightHawk1685's avatar
    NightHawk1685
    2 years ago

    Customer service is now completely ignoring my emails 

    Case ID 167646456

    Can someone from ea please answer me?

    I can’t access games I’ve purchased. 

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

    Hi @NightHawk1685,

    I briefly looked at your EA account, the one where you post on the forums here, and it looks like most of the games you mentioned are indeed not registered on this EA account.

    You're likely using an incorrect EA account to log in to the EA app.

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