Red Icons can’t evolve

I am experiencing the exact same issue, I have Gerrard with the red UT Champs evolution, can't submit him into the Icon Evo becuase his rarity has changed.

Contacted support and got through to livechat, didn't offer any information other than other players are experiencing "an issue", failed to specify what caused it, even when prompted they couldn't clarify. 

They said it's been elevated to the senior technical team, but provided no timeframe, or guarantees.

The distinct lack of communication from the "community managers" - whatever they actually do - other than steal a living - is becoming a joke.

The apparent removal of multiple methods of direct communication to anyone within the customer facing side of the company is nothing short of a disgrace.

We as customers shouldn't be reduced to sending emails that only result in automated response and template messages, livechat "support" that doesn't actually provide any service, other than maybe password recovery and account security.

There needs to be a clear line of communication between the player base, and those making decisions on content + and any issues or oversights that may arise, and furthermore, a prompt upto date system outlining raised issues.

The EA Help website is pitiful, the forums often don't actually result in solved issues, and if an issue is solved, it typically takes an obscene amount of time, if at all, to solve the more niché issues a player may experience due to a poorly coded backend, and frontend. Both in game, and in menus.

I remember in fifa 21 being unable to play a single draft game for the latter half of the year becuase a draft I built was bugged - I reached out to support and it remained unsolved, probably to this day!

If any community manager or technician stumbles across this, I implore you, despite what management may stipulate, the quality of service provided must be improved. 

It's not acceptable that as long as the company is hugely profitable, and stakeholders are satisfied, that internally it is not considered a priority to provide the customers with an appropriate support service.

I hope this issue is dealt with promptly, with appropriate communication.