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fkirenicus's avatar
fkirenicus
2 years ago

Re: Missing games on EA app

I did not connect my Steam and EA accounts until November 2022. So, I could not have used Steam to launch Origin/EA games from 2019 as EA claimed in their attempt to lie to my face as given above. Also, I did not have to use Steam once I was able to re-install Origin some time after encountering this problem. So, from about May 2019 to November 2022, I used Origin, NOT Steam, to launch my Origin games, and then again from about December 2022 until Origin was deprecated in June 2023. While I could use Origin, I could play my games using Origin. NOT Steam. 
Now, I have to use Steam to launch the games in the EA app which I had to purchase in panic in November 2022 from Steam, since EA not only took away the games I had paid for, but not even offered me a discount to get them back. 

12 Replies

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

    Hey @fkirenicus,

    I moved your message that you posted on another thread over here. Please refrain from posting messages on unrelated topics on the forum.

    I understand that this is a frustrating issue to deal with, however, we cannot help with this here, since we aren't able to assist with account related issues on the forum.

    You would need to reach back out to live support for this case: https://help.ea.com/en/help-home/

  • fkirenicus's avatar
    fkirenicus
    2 years ago

    @EA_PoppyAnd as I've said, when I do, they tag the case "duplicate" and do nothing. Also, there are 7 cases with status "New" which means I suppose they haven't even bothered looking at (these were probably generated in a period in which whenever I sent an answer to their question about my email address, a new case was created. I presume that was an error). What am I to do, do you mean? Any suggestions?

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

    @fkirenicus, if you opened several cases, this would probably explain why some of those are marked as duplicate.

    I understand that you're impatient to hear back, but if you reach out via email, it might take some time for the reply to get back to you, so I can only ask you to have a little patience and you should receive your reply hopefully soon.

  • fkirenicus's avatar
    fkirenicus
    2 years ago
    @EA_Poppy So, another week gone by, no word from "support". Should I wait 3 more months, or can we assume that they will never look at the cases since they haven't done so by now?
  • EA_Poppy's avatar
    EA_Poppy
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @fkirenicus, I understand this is frustrating, but since this is about an account related issue, we can't look into this here on the forum.

    Did you check your spam folder to see if the replies might have ended up there? 

    Not all help options show live chat as a contact option, so that might be why you're not seeing it, but in your case, you might want to try live chat to get in contact with EA support.

    -Poppy

  • fkirenicus's avatar
    fkirenicus
    2 years ago
    @EA_Poppy OK, Poppy, I have faith in you to help me as much as you can at least. Here is the last case I sent now to EA help:

    "I try here one last time. EA_Poppy on the forums has asked to do so, and I ask now that you read what I write and check your systems accordingly.
    In May 2019 I purchased Dragon Age: Inquisition and Dragon Age 2 on the Origin platform. Both games have worked perfectly on Origin from that time and until Origin was deprecated for PC and substituted with the EA app. In the EA app, my game library from Origin does not appear.
    I've tried upgrading the EA app, clearing cache, stopping and starting the background service and all that - it does not help. It seems to me that the game library of Origin simply did not transfer to the EA app.
    My username is fkirenicus, my email address is [edit: email address removed] and I have access to that.
    Now, one final detail: some time before I purchased the games in May 2019, I changed my email - which was a somewhat problematic process. Could something have gone wrong there? The old email address was [edit: email address removed], which I do NOT have access to anymore. This was the address I used when I created my BioWare account back in 2009 or something. "

    Case number is 154737963.
    I've left out for now that I purchased the games on Steam in November as I was in a middle of a playthrough when I suddenly lost access to the Origin games. Too many details at once might be confusing, I think. I will come back to that if I receive any answer from them which is civilized, and not the useless "what is your email address" that I've mostly received before.
  • fkirenicus's avatar
    fkirenicus
    2 years ago
    @EA_Poppy And this is what I get in return. Is this possible - are these guys even attempting to read what I've written?? :-(

    "May I know name of the game that you are misisng.

    Please don't worry, we will definitely try our best to help you solve this problem, let's work together and try to resolve your issue."
  • fkirenicus's avatar
    fkirenicus
    2 years ago

    @EA_PoppyAnd now this: they simply refuse to help!!

    "I tried to recover the details, but sorry, as our tools are currently experiencing some problems, so we are unable to recover your details. I have noted the details of case 154737963 and that he contacted during an outage. We will definitely help you with this problem."

    There clearly is a pattern here, as this was the tactics of EA "help" the other times I've tried: first some rounds of asking my email address and asking questions about something I've actually explained in the attempt to establish communication, and then this: "we are having trouble with our tools". 

    It's nothing but a vicious circle and how this kind of behavior (or: trolling) against your customers can be defended by you EA advisors is totally beyond me, sorry. I also fail to see how I can answer this properly, since there clearly is no will from EA "help" to actually do that - HELP. 

  • fkirenicus's avatar
    fkirenicus
    2 years ago
    @EA_Poppy So, I guess this was it, then. There is no will at all to actually try to help, probably because your "support" agents in India or wherever they are located are being paid not to actually help people, but keep the number of tickets/cases down.

    This is probably my final reply to EA "help":

    "You clearly do not read what I write. You claim you are unable to read case history when I point out that what you are asking has already been explained (or at least I've tried to) - despite the fact I am fully able to read all data in the case when I enter the support pages. How is it possible that you are unable to read things on your own site that I am able to find without any problems at all?
    If you do NOT WANT to help, do at least be honest and say so.

    I've tried to write to you first, no help received. Not in November 2022, not in July. I turned to your forums, where your advisors told me to contact you, since they cannot help. And the result is this - you are "unable to recover details" that I can clearly see once I login to my EA account.

    This level of disrespect for your customers is tbh appalling."
  • fkirenicus's avatar
    fkirenicus
    2 years ago

    @EA_PoppyIt is impossible to talk to someone who are interested in actually helping. Every time I answer one of your agents' questions, I am answered by a different person (or bot) who asks for a verification code and when I answer that I get a reply from yet another person (or bot) that asks the same questions I either have answered already in my first post in the case, or as an answer to some other agent (or bot) who has asked the same question before them. This is horrendous behavior is repeated by all "help" agents.

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

    @fkirenicus, I know this is frustrating, but please don't post several times in a row. We aren't live support here, but a player-helping-player forum. So it is normal that replies take a while. Unfortunately, I really can't help with this. As mentioned before, we do not have the ability to see account details here on the forum, so I can't look into account issues for you.

    It sounds like there might be a mix-up with your two accounts and the games are possibly on that older account. If you lost access to that account, EA Support can look into this with you.

    But you do need to contact EA Support. Here on the forum, we cannot help with this further.

    To contact support regarding your inaccessible account, follow the link here: https://help.ea.com/en/help-contact-us/?product=ea-app&platform=&topic=login-ea-account&category=manage-my-account&subcategory=cant-log-in

    I'm going to close this thread here now, since we really cannot help with this account issue. Please follow the above link and get in touch with EA Support again regarding your inaccessible account and missing games.

    -Poppy

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