EA Play Subscription Help

@spc147  The only way to resolve this issue is by contacting an EA advisor. They tend to be hit or miss depending on who you are in contact with.

Use the link down below.

https://help.ea.com/en/help-contact-us/?product=ea-app&platform=&topic=refund-request&category=orders&subCategory=request-refund

Reply if you need any more help.

Thanks for the response @SC3E101 

Though I assure you its always a miss. Three separate advisors have told me they can’t deal with my issue or answer my basic questions/requests. Not outright either, they consistently contradict themselves and forget what they said minutes before. The amount of times they’ve said one thing then denied it seconds later, and i’ve literally been looking at the messages they’ve sent it unbelievable. 

They have all actually closed the chat mid-conversation each time without any resolve or notice. 

if I really have to go through them, then i’m never going to get answers. 

Honestly the worst customer service in the industry. 

Hi @spc147, 

I took a look at your EA account (which is something we don't usually do via the forums) and found a couple of things worth mentioning.

Firstly, you had a basic EA Play subscription with us that you've recently cancelled via Live Support. It was a yearly (12-month recurring) membership for the EA app only and it's been going on for a while now.

You also mentioned you have an active Xbox Game Pass Ultimate (XGPU) membership, which bundles in EA Play for both PC and Xbox, as long as your EA and Microsoft Xbox accounts are hooked up and logged into the EA app.

Having both XGPU and a standalone yearly EA Play basic for PC EA app membership seems indeed like a bit of overkill, so I'd say that cancelling the latter was a smart move.

However, when it comes to refunds, things get a bit tricky. Since you seemed to have chosen both subscriptions willingly (I'm assuming no one else has access to your EA account), you would need to cancel your yearly EA Play basic membership yourself. This isn't an automatic process and has nothing to do with the XGPU membership.

Plus, as per our website, EA Play memberships bought through us are generally a no-go for refunds. You can give it a shot, but I can't promise anything.

What about subscriptions?

EA Play for PC memberships are generally not refundable. Request a refund on EA Help if you think you might be entitled to a refund.

Lastly, if you're thinking about upgrading from EA Play basic for PC EA app to EA Play Pro for the PC EA app, it's only doable with our PC EA app membership. It's a no-go if you have EA Play through XGPU. They can run side by side, but you can't just upgrade the EA Play basic that comes with XGPU to EA Play Pro. They're two separate deals.

Hope this helps clear things up!

@EA_Leeuw thank you for taking the time to do the research and give a reply with actual answers. 

I cancelled the EA Play subscription held separately last night after posting my query here, hoping that it would work seamlessly.

This separate subscription was not made by myself as previously noted and also discussed multiple times in different support chats with advisors, so please refrain from saying I did both of these willingly, because that is very insulting. This is why I asked for the refund in the first place which was refused on multiple occasions. 

I also asked about cancelling my separate subscription again in the support chats and was cautioned against it. I’m sure you can review this also.  

Thank you for the confirmation regarding EA Play Pro, disappointing an additional option isn’t included for Xbox Game Pass Ultimate members on PC but understandable. 

Thanks for taking the time and showing some actual good customer service unlike some of your colleagues. 

Hi @spc147,

If the EA Play subscription for the PC EA app wasn't purchased by you on your EA account, may I ask who did it? It's generally assumed that you're the only one with access to your EA account. Subscriptions for EA Play don't typically activate automatically.

Regardless, it appears that your EA Play subscription for the PC EA app, purchased through us at EA (not XGPU), is scheduled to expire/stop at the end of the current billing cycle, is that correct?