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q4nhgktzmeb8's avatar
q4nhgktzmeb8
New Rookie
2 months ago

EA Help Has No Chat Support Option - Bug Report

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.

advice

1 Reply

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    19 days ago

    Hi there,

    Thanks for sharing your experience with us. It's important to note that the Chat option also appears only for certain subjects. You can find a guide on how to contact via chat below: 

    How to chat with EA Help

    1. Log in to your EA Account.
    2. Select the topic that best describes your issue. If an advisor can help, a contact option will be available under your help topic.
    3. Select Chat with us or Start chat.
    4. Fill in the contact form with your:
      • first name
      • last name
      • e-mail
      • platform
      • subject (a short description of your issue)
      • attachments (e.g. screenshots, documents, links).
    5. Select Send.
    6. A chat window will open when you’re transferred to an advisor.

    After you contact us, we’ll create a case for you. You can view it and keep track of updates in My Cases. You’ll be notified of changes to your case via email.

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