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

@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/

@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".

@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

@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.

Okay, @fkirenicus, if the games are visible on your EA account, they should also be on the EA app. So they should be there.

Can you log in via the following link here: https://myaccount.ea.com/cp-ui/aboutme/index

This brings you to your EA account page. You should usually already be logged in, since you're posting on the forum here. Check your order history there just to double check that everything looks correct.

You also were never able to play via the EA app? Once you moved over from Origin, the games disappeared for you?

If the account shows all the orders still and the correct login information that you already used, then reinstall the EA app and try again.

@lance8765, okay, that sounds odd, but we just wouldn't be able to help with case issues here. You could try and get through to support via live chat instead. Not all of the help topics show the live chat option, as this depends on the topic you chose, but in your case this might be the better option for you if the answers don't come through.

I'm afraid, that is the only help I can offer in this case. As mentioned before, we really don't have a way of accessing your account information.

@EA_Poppy Yes, the games show in my order history. That's where I found the info I gave live support, who disregarded it and said I do not own the games.
And no, I've never been able to use the EA app to play. In Nov. 2022 the base game showed, but did not work since I had save games from Origin with the GotY + all DLC. Once I could reinstall Origin everything worked again - mysterious, no? In June when Origin was finally buried, my Origin games did not even show up in the EA app - only the Steam instances I had bought in panic in November 2022.
I've reinstalled the app about a zillion times already, and really don't think that will help. The problem is that my game library simply did not transfer from Origin to EA app properly.
And that live support tells me lies to my face.

@fkirenicus, what are the games you are missing? Can you name a few of them?

And if you look for them in the store on the EA app, do they appear there? If yes, does it let you download them from there or do they show as not owned?

@EA_Poppy Dragon Age 2 and Dragon Age Inquisition. They show in the EA app, because I had to buy them again at Steam (since EA would not offer me a code or at least a discount to re-purchase them in the EA app, which would have been fair enough) and it is only the Steam instances I can see in the EA app.
It should be stressed that the games worked perfectly in Origin - both before Nov 2022 and from about end Nov 2022 - June this year when I was able to reinstall Origin and keep it from trying to "upgrade" itself to the EA app. After June this year I can only play the game via Steam.
One of the agents at live support even suggested I had never owned the games in Origin, only Steam. Which also is a lie. Which I sent them proof of from the order history on my account. Which they blatantly disregarded.

@fkirenicus, okay, so they should definitely both show, the Steam and the EA app version.

I can't look this up for you here. As mentioned above, we have no access to accounts here, as this is a player-helping-player forum. For account issues, we really aren't the right place to go.

Please get back in touch with live support, so that someone will take a look at your account again. Something must have gone wrong with your entitlements, and they should be able to see that there. 

Contact them again here: https://help.ea.com/en/help-home/

Unfortunately, we can't help with this further, apart from advising you to get back in touch with live support. 

@EA_Poppy I am sorry, but my last attempt at contacting them resulted in "duplicate case" and I haven't heard anything from them. Ah, now I see that they have set it to "no fix". Case ID 152379616.
You know, I don't think there is anyone at live "support" who gives a bloody damn about this, and so I stand by my statement: EA wants people to buy things again, rather than sort out the problems they most likely by design have created. And live "support" are totally uninterested in helping. They do not even bother to really understand the problem.