Forum Discussion

13 Replies

  • Bakry100's avatar
    Bakry100
    Rising Novice
    9 months ago

    @EA_cuervo thank you for the advice. Yes, i already opened a case (Case number 194672874) with EA Help and we already recovered and secured the account. However, I'm currently waiting for them to restore my content (coins and missing players). Do you have any idea how long this process usually takes? I was hoping I could do some of the upcoming Black Friday SBCs but with no coins, its basically impossible.

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    9 months ago
    @Bakry100 I'm glad you already got the assistance you needed. I wouldn't be able to provide an exact time frame, but it usually takes a couple of weeks until you hear back from them about your missing content. If you would like an update, you can create a new case and contact the support team once again and ask them if they have any updates on your previous case.
  • Bakry100's avatar
    Bakry100
    Rising Novice
    9 months ago
    @EA_cuervo hey there, its been around 10 days and there are zero updates on my case. I completely understand the team are doing their best but i would really appreciate a small update after 10 days worth of investigation. Not saying i expect the matter to be resolved but a small update seems reasonable after 10 days.

    So i wanted to ask you how long it usually takes to hear back from EA help on our cases.
  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    9 months ago
    Hi @Bakry100, I wouldn't be able to provide you an update as we're unable to check your account details here at AHQ. For further assistance with that, please contact EA Help.
  • Bakry100's avatar
    Bakry100
    Rising Novice
    9 months ago
    @EA_cuervo Thank you for getting back to me, yes I understand you won't be able to provide updates specific to my particular case. I was asking -generally speaking- how long does it take on average to receive a case update? I spoke to several advisors on EA help and I got several answers ranging from 48 hours to 10 days.
  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    9 months ago
    @Bakry100 They can't give you an exact time frame as it depends on the demand. If you have already waited 10 days and still haven't received a reply, you should hear back soon.
  • Bakry100's avatar
    Bakry100
    Rising Novice
    8 months ago
    @EA_cuervo Hey Cuervo, still not a single update and it's been more than 2 weeks. Is this normal? What can I do to escalate, I don't think it's too much to ask for a small update after 2 weeks of case opening.
  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    8 months ago

    @Bakry100 I'm reaching out to check if you managed to get this sorted. Let us know if you still need any help.

  • Bakry100's avatar
    Bakry100
    Rising Novice
    8 months ago
    @EA_cuervo Yup, it got sorted. Thank you so much and appreciate you taking the time to check. Have a wonderful day.
  • Splyxyz's avatar
    Splyxyz
    New Novice
    8 months ago
    @Bakry100 How long did it take? And did they send an email before getting your coins back because they took my coins and I’ve been waiting for 4 days but no update it only says “in progress”
  • Bakry100's avatar
    Bakry100
    Rising Novice
    8 months ago

    @splyxyzHey man, it took exactly 14 days but there weren't any sort of updates during the 14 day wait. On the 14th day, I received an email from them stating that they finalised their investigation and accordingly, transferred a certain amount of coins to my account. You just gotta wait it out and hopefully they get back to you soon.

  • Splyxyz's avatar
    Splyxyz
    New Novice
    8 months ago

    Thank you bro for your answer, just hope mine takes a little bit faster because I really wanna do the 82x14 and exactly a month ago the same thing happened to me but I didn’t get my coins back and I grinded up to 3012k coins and they got taken too which is sad so I really hope I at least get my coins back this week.

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