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elpasbeau's avatar
elpasbeau
Seasoned Novice
2 months ago
Solved

EA Help Has No Chat Support Option - Bug Report

Greetings,

Issue Description:

On help.ea.com, after login into my account, I click on "My Cases" button in the top left corner of the webpage, then select the latest case (#212808348) and click on the blue "RESUME CASE" button. (Please see the following picture).

The webpage that loads after clicking "RESUME CASE" button would not offer the option to chat, but only offers to go to EA forums. (Please see picture below).

A few hours later, after clicking the blue "RECUME CASE" button, the next webpage would not even load entirely. (Please see the following picture).

Troubleshooting:

  • While logged in to help.ea.com, I tried opening a new case for Battlefield 2 and selected each and every options possible, but the "chat" option does not appear for any options.
  • I tried login out of help.ea.com and browsed EA website and it offers the "chat" option for Battlefield 2. From there I selected the chat option, then the website asks me to login, which I do, but after login in, the chat option has vanished.
  • I also tried to resume the chat session for case 212808348 by login in to help.ea.com with another device, but the issue would still occurs; both with Edge on Win10 and Safari on iOS I cannot open or resume a chat session on help.ea.com. (It seems to be an issue with the EA Help servers and not a device or browser related issue).

Steps Towards Resolution:

I was able to start a chat session by going to https://help.ea.com/en/help-my-cases/ entering the case number and the "unique access key" that EA Customer Experience sent me via an e-mail. Then, the representative confirmed it was a bug: "Technical Glitches: The EA Help site sometimes has bugs or glitches that prevent the chat option from appearing, even when it should be available". He also suggested to post about the issue here.

How can I retrieve the ability to chat with an EA representative by normal means?

Thank you,

Regards,

 

Mike

ea help
  • EA_Lanna's avatar
    EA_Lanna
    2 months ago

    Hi elpasbeau​, 

    I'm not sure what might be causing the help options not to appear, but I'll share a workaround that's worked for others below. Please make sure NOT to log into your EA account while completing these steps:

    1. Open up an incognito tab in your browser and click this link.
    2. Click 'Continue without signing in'.
    3. Under the heading 'Still need help', the available contact options should appear.
    4. Fill out the information required and your chat case will begin. 
    5. If you see a message pop up when opening the chat Icon, make sure to select keep waiting and do not close the page or the connection to the chat will be lost and the case closed as a result. You can always try again if that happens but your place in the queue would reset.

     

    Once in touch with an advisor, let them know the email on your EA account so they can pull up your account right away. It'd also be helpful to have the following information ready to help locate the EA account faster:

    • Any usernames that are tied to your EA Account, like your EA ID, Xbox Live Gamertag, or PlayStation™Network Online ID
    • The invoice numbers from your order history of the subscription

     

     EA_Lanna

3 Replies

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  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    2 months ago

    Hi elpasbeau​, 

    I'm not sure what might be causing the help options not to appear, but I'll share a workaround that's worked for others below. Please make sure NOT to log into your EA account while completing these steps:

    1. Open up an incognito tab in your browser and click this link.
    2. Click 'Continue without signing in'.
    3. Under the heading 'Still need help', the available contact options should appear.
    4. Fill out the information required and your chat case will begin. 
    5. If you see a message pop up when opening the chat Icon, make sure to select keep waiting and do not close the page or the connection to the chat will be lost and the case closed as a result. You can always try again if that happens but your place in the queue would reset.

     

    Once in touch with an advisor, let them know the email on your EA account so they can pull up your account right away. It'd also be helpful to have the following information ready to help locate the EA account faster:

    • Any usernames that are tied to your EA Account, like your EA ID, Xbox Live Gamertag, or PlayStation™Network Online ID
    • The invoice numbers from your order history of the subscription

     

     EA_Lanna

  • elpasbeau's avatar
    elpasbeau
    Seasoned Novice
    2 months ago

    Greetings Lanna!

    The option you suggested, to contact EA help without being logged in, works fine too, thank you! (It's unintuitive that such an option exists as users are being offered to log in to their EA account in that process)!

    I'm glad to share that I found a way to temporarily overcome the bug, but it is still present.

    1. Users have to start a chat session while not being logged in to their EA account. (They will then be placed in the waiting line).
    2. Right after, in another tab (of the web browser), the user should log in to their EA help account.
    3. After being logged in to EA help in one tab, and waiting in line on the other tab (while not being logged in), the user should click the tab where they are waiting in line and click the web page refresh button.


    Thus, the user will be connected to his EA account after starting a chat session and will overcome the bug of being logged in to EA help and being unable to start a chat session!

    I was able to get in touch with Satyam from EA help. He mentioned that the issue could be due to using a private email domain and not a public one. He suggested to switch the email currently associated with my EA account, which is a private domain one, for a public domain email. Although, in the perspective of doing so as a troubleshooting attempt, the step of reverting back to the current email could be impossible. Thus, I refrain myself from doing such a change.

    Basically, Satyam told me to wait for EA support team to identify the issue and eventually I would be contacted via EA account notifications about the updates on this case. I could not retrieve the exact words Satyam used as there is a problem with the EA server and the transcript of our chat session is unavailable (even 24h after the chat).

    The current EA help cases associated with this issue are: #212836168 , #213039153 (with Satyam's lost transcript) and #213052893.

    ***What could have triggered the issue was that I closed the case (#212808348); its the last time the chat function was working fine on EA help.

    Thank you,
    Regards,

    Mike

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    2 months ago

    Hi elpasbeau​, 

    Thanks for sharing all of that in detail! I'm glad to hear you were able to connect with the workaround. There may be others running into the same issues with chat, so I'll mark that workaround as the solution for now to help others looking for answers find it quicker. 

    Thanks, and Happy Gaming o/

    - EA_Lanna

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