Unable to Access PS5 Version of EA SPORTS FC™ 25 Despite Redeeming Dual Entitle

Dear EA Support Team,

I am writing to express my concern regarding the inability to access the PS5 version of EA SPORTS FC™ 25, despite redeeming the Dual Entitlement code included with my PS4 physical edition.

According to your official FAQ on Dual Entitlement:

• "Dual Entitlement means you can upgrade your copy of EA SPORTS FC™ 25 from PlayStation 4 to PlayStation 5 at no additional cost."
• "It gives you access to the game on both PlayStation 4 and PlayStation 5."
• "If you buy EA SPORTS FC™ 25 and start playing on PlayStation 4, you’ll be able to upgrade your copy once you have the corresponding next-generation console by downloading it to your new console."

I have met all the conditions outlined for Dual Entitlement:

1. I purchased the PS4 physical edition of EA SPORTS FC™ 25.
2. I have a PS5 console with a disc drive.
3. I redeemed the Dual Entitlement code successfully.
4. I can access and play the PS4 version on my PS5 console.

However, the PS5 version does not appear in my Game Library, and when searching the PlayStation Store, I am only given access to the PS4 version. This prevents me from experiencing features exclusive to the PS5 version, such as HyperMotionV, and limits my ability to play with friends on the PS5 edition.

I have followed all recommended troubleshooting steps:

• Verified the successful redemption of the Dual Entitlement code.
• Restored licenses on my PS5.
• Rebuilt the PS5 database.
• Searched for the PS5 edition in both the Game Library and PlayStation Store.

Despite this, the issue persists, and I am unable to download the PS5 version. As per your own statements, Dual Entitlement guarantees access to both the PS4 and PS5 versions of the game at no additional cost. I kindly request your assistance in resolving this issue promptly so I can download and play the PS5 version of EA SPORTS FC™ 25.

If further verification or details are required, I would be happy to provide them. Thank you for your time, and I look forward to your response.

Best regards,