Community ManagerHey MistressGynny,
Thanks for the post! There are a couple other things we can try to verify to get to the bottom of this. I do see you've mentioned already going through a number of different troubleshooting steps, and while those are generally good to check, this sounds like it may be related to the game license on your account.
This will show up in your library if you've had access to the game in the past, such as through an EA Play subscription. While that's not the case currently, if you had a subscription in the past and that's what was used to access the game, we'd expect to see this error show up if you tried to launch it again without either re-activating EA Play or just directly purchasing the game itself.
If the Ultimate Collection was purchased directly through the EA app or our site, you should be able to see that reflected in your account order history here. Keep in mind this is a separate bundle than the similarly titled Remastered Collection - which doesn't include Red Alert 3 or Uprising.
If you had purchased the Ultimate Collection elsewhere, please grab these screenshots to help our support verify that purchase, and they should be able to take a look and make sure the game is correctly active rather than looking for the EA Play subscription from the last time it was accessed.
I purchased the game back in 2012 and support told me that it was old and that they have no suggestions as to a fix. I gave them the order number from when i purchased it back in 2012. I was not on an EA Play sub at the time nor was Red Alert 3 available via the membership at that time. So in short, I gave support the order number from when I purchased the Collection back in 2012. I have done all the suggested and non suggested fixes that forums, searches and support have given me. I was able to play the game 6 months ago but now i cannot. It is all on EA's side to fix. I do see that I purchased it through EA from my purchase history. Purchased 10/2/1012.
Community ManagerThanks for the clarification, MistressGynny.
We are not able to make any account changes here on the forums to add this directly, I'm afraid, so this would be up to whatever options the support team may have to verify the purchase and see if that can be added to the account. If that's showing up in your purchase history directly, that should make things a bit easier.
Just to confirm, did you speak with support via the case on your case history page here, or was there a different case number where you had discussed that with support? I'm not seeing any chat or discussion with the single case on that page, but the status does indicate they may be waiting to hear back from you before some other step can be taken.
From this point I'd definitely suggest either resuming the case from your case history page above (it currently shows Waiting on Player from what I can see) or creating a new case to have the support team take another look since it's clearly visible in your purchase history.
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