When I contact EA Help, the live chat support option sometimes appears and sometimes does not. What determines whether this option is available?
Also, after ending a chat session, I am unable to reopen the case and access live chat support again. When I submit a report, I receive the message, "This case is not eligible for chat support."
How can I access live chat support again?
Community ManagerHey there,
Whether the live chat option shows up on EA Help depends on the specific subject you select when setting up your ticket. Some topics are set up for chat support, while others might default to email or web form options, so the subject you choose is what determines if the live chat button appears.
Regarding reopened cases, it really depends on the interaction itself and whether the issue was resolved. If a case was marked as fully resolved, it will be closed. If you still need help and the system isn't letting you reopen that specific case, you can always create a brand new ticket to start a fresh chat.
If you're having issues accessing the chat again, please let us know where you're getting stuck, and we will try our best to help you.
Thank you for your reply.
I would like to speak with a support advisor. Is it acceptable to create a case under a different topic than my actual issue just to obtain the chat support link?
The status of a case I previously received assistance with is now "No Fix Available," and there is a "Resume Case" button. However, when I click it, describe my issue, and proceed, I am told that the case is not eligible for advisor support.
In this situation, how can I get in touch with a support advisor?
Community Manager
Community Admin
