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
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:
- Open up an incognito tab in your browser and click this link.
- Click 'Continue without signing in'.
- Under the heading 'Still need help', the available contact options should appear.
- Fill out the information required and your chat case will begin.
- 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