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TH3V0RT3X's avatar
TH3V0RT3X
4 years ago

EA Play Pro Game unable to launch, but possible with a friend's account

Good Day,

I bought the EA Play Pro sub last friday to play Battlefield 2042 with a friend.
However, as soon as I'm done downloading the game, It gived me the option in my collection to download it again. In the download manager in EA Desktop it shows as downloaded, but the "play" button is greyed out.
When I try to launch the game via the .exe in the install folder I get the message that I do not own the game and need to either login with a different user or upgrade my membership.

I already had a support ticket open that directed me to a live chat, and the person in the live chat now directed me here. I already cleaned my cache, tried it with origin, tried installing a different game, then stop the download and try again, all did not work. 

Once my friend logged into his account on my PC, he could launch the game without any issues, so I assume this has to be an account bug or something, as the gamefiles all work fine with his account, just not with my account.

I hope there is a solution to this, and if not, that it's hopefully possible that I could get my money for the sub back.

Kind regards,

Pierre

pc

11 Replies

  • TH3V0RT3X's avatar
    TH3V0RT3X
    4 years ago

    Further information:

    I logged into my account on my friend's PC, and get the same issues there as well. So it should definately be something account related.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hey @TH3V0RT3X would you be able to download and launch the game from Origin to see if you see the same error pop up?

    That it works for your friend may point to an issue with the account you are using to log in not having the correct permissions on being a secondary one.

    Darko

  • TH3V0RT3X's avatar
    TH3V0RT3X
    4 years ago

    Hey!

    I tried to download it via Origin, it didn't show up in my library, so I went into the store, clicked on "add to library". Then the popup "download via origin" came up, I clicked on that.

    That sent me back to my library, where it refreshed once and nothing happened. Tried again, same issue. So with Origin I can't even get to download it.

    Kind regards,

    Pierre

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Testing it now @TH3V0RT3X and it's working as it should.

    Where did you subscribe to EA Play?


    Darko

  • TH3V0RT3X's avatar
    TH3V0RT3X
    4 years ago

    I got the EA Play Pro via EA directly. Though I have EA Play "basic" via the Xbox Game Pass. Did that maybe cause some issues?

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    4 years ago

    When you log in on Origin are you using the same account as you do on the EA App @TH3V0RT3X?

    Trying to recreate this myself but not able to so want to just go through some basics.


    Darko 

  • TH3V0RT3X's avatar
    TH3V0RT3X
    4 years ago

    Yes. Account is the same, and on both launchers it shows me the "EA Play Pro" Badge.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hey @TH3V0RT3X I'd recommend speaking with our live support again and explaining the situation and how your friend was able to get it working.

    You can contact our live support at help.ea.com.  

    To  speak with a phone or chat adviser:

    Click on your product Origin

    Then select 'PC

    Manage my Account'

    Finally, you can choose to begin a chat or call

     

    Darko

  • TH3V0RT3X's avatar
    TH3V0RT3X
    4 years ago

    Alright, will do. Do you know if there is any chance that I can get my money for EA Play Pro back in case we can't find a solution soon? I specifically bought it to play BF2042, but I understand if it is not possible due to it unlocking more than just one game to play.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    4 years ago

    I couldn't say @TH3V0RT3X, we normally can't refund a membership but in some cases our support can but I'd not be able to say if that would be the case here.

    We can't really do a lot when it comes to account issues here on AHQ as we can't verify you are you so we can't discuss it in any detail.


    Darko 

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