I tried again to get help with EA today 04-11-2025 but still no solution or no refund possible they just end the chat. This disgusting...
Damchin (11/4/2025, 10:21:54 AM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].
Thank you for contacting EA HELP, my name is Damchin, may I start with your first name please?
null (11/4/2025, 10:22:15 AM): Harald
null (11/4/2025, 10:22:22 AM): Hello
null (11/4/2025, 10:23:04 AM): My first name is Harald
null (11/4/2025, 10:23:17 AM): I have this case open since septeber 18
Damchin (11/4/2025, 10:23:31 AM): Hello, I hope you're doing well. Nice to meet you.
How may I assist you?
Damchin (11/4/2025, 10:23:43 AM): Can you please share me the case number
null (11/4/2025, 10:24:27 AM): #223010365
null (11/4/2025, 10:24:53 AM): Can you please firts read through the case to understand what is happening
Damchin (11/4/2025, 10:26:42 AM): Can you please share me your issue again?
null (11/4/2025, 10:28:17 AM): Problem:from 18/09/2025
I have a copy of FC26 Ultimate on Xbox Series X and wanted to play as of september 19. I can not acces the game for several days now. Game was installed succesfully but when I start the game I first have the FC26 startup screen and afterwards I am directly ejected to the XBOX home menu. I had a chat with Xbox person who guided me to a lot of steps to see if I own the game, did a full console reset and reinstalled the game. All these steps where unsuccesfull.
EA response 26/09/2025
I understand your frustration with this ongoing Xbox issue. Since the problem persists even after trying all troubleshooting steps, the root cause is likely an account entitlement problem on the Xbox server side.
For any issues related to purchase authorization, licensing, and Xbox account entitlements, you will need to contact Xbox Support directly. They are the only ones who can access your account details and re-authorize your digital license.
We are also aware of this widespread issue on Xbox and are working with Microsoft to find a solution. However, contacting them directly is the fastest way to get your specific account corrected.
It's crucial to understand that our distribution partners, such as Xbox, PSN, and Steam, each hold their own product distribution licenses. They are responsible for managing product-related issues.
Most probably the problem lies with your digital license on your Xbox account. The platform where the purchase was made, in this case, Microsoft's Xbox store is the entity that manages and grants the game's entitlement to your account.
Xbox ticket nr 7087640913.
Xbox answer 26/09/2025:
Thanks for confirming. This is a known issue on EA’s side, and I’ve already verified that you do have the entitlement for the game on my end so the issue is not related to that, also given your description of the problem it is not an entitlement issue.
https://forums.ea.com/discussions/fc-26-technical-issues-en/crashing/12656325 There is more information on EA forums, I recommend doing a Report a problem and reporting yourself on EA and Xbox side, as well as waiting for EA next patch update.
Confirmation mail Microsoft to EA:
Thanks for contacting Microsoft support for Xbox
Hello EA Support,
We’ve completed all available console troubleshooting steps for the customer experiencing game crashes at launch. We’ve verified that the customer has the correct entitlements and that their console is fully updated.
Since the crash occurs immediately at startup without any error message, we suspect the issue may be related to optimization. We kindly ask for your assistance in investigating and supporting the customer further.
If you still need help, contact Xbox support
Thanks
Microsoft Support for Xbox
me:In fact nobody can help me, not xbox and not EA. I just spended 109€ for a game that my son can’t play.
EA Chat 27/09/2025:
Thank you for your time I would request you to go through the link provided and follow the steps mention on the link :
https://help.ea.com/en/articles/technical-issues/problems-connecting-online
https://support.xbox.com/en-US/help/hardware-network/connect-network/xbox-one-network-connection
https://support.xbox.com/en-US/help/games-apps/troubleshooting/game-issues-solution
https://support.xbox.com/en-US/help/games-apps/my-games-apps/view-downloadable-content
I am sorry to hear that you have tried the steps and did not work our as I would love to help you with this due to certain limitation this are all the troubleshooting steps we can provided in the mean time, please do not worry I would also suggest you to please visit our AHQ and if you find any similar issue please upvote it so that it can be highlighted.
https://answers.ea.com/ So this can be also checked by our community MODs to be sure if there are any other players that are facing this issue as well and they have not yet contacted us for this issue in live chat.
please do not worry once you post the issue on the forum I would request you to wait for some time for the team to check the for the issue and come up with a fix for all the player having the same issue.
Update chat EA 01/10/2025:
No solution, please wait for update
Update chat EA 05/10/2025: After FC26 update on Xbox
EA: Thank you for the clarification.
Since the last update did not fix the issue with the game on your Xbox console and you have tried all the available troubleshooting steps, in that case, I would suggest to check for similar issue on forums and upvote them as our team will be reviewing them to address the issue.
https://forums.ea.com/
Me: Don't you think it is your responsibility to escalate this case and not me the user of a product. that's kind of crazy in my eyes...
EA: Indeed, we record each feedback and bug report from our end to report to the player but we ask to check and upvote the similar issue on our forums so we can confirm how many players are reporting the same issue to confirm if the issue is account specific or there is anything else causing the issue as more reports we get, faster and easily find the issue and fix it.
We will not be able to send the response via email but once we have an update, we will respond to the relevant post on EA forums.
I would suggest to report or upvote the similar issue
Me:Okay but how long will this joke continue before there is a solution or someone will help me personally?
I would like to receive a response on that because I can wait for months as it stands now?
EA: We will not be able to send the response via email but once we have an update, we will respond to the relevant post on EA forums.
I would suggest to report or upvote the similar issue for now.
Damchin (11/4/2025, 10:31:55 AM): I ma reading your issue right now
null (11/4/2025, 10:32:36 AM): Ok thank you
Damchin (11/4/2025, 10:38:21 AM): i am still checking your issue with the team right now
Damchin (11/4/2025, 10:38:32 AM): please allow me few more mins
Damchin (11/4/2025, 10:43:39 AM): Thanks for waiting
Damchin (11/4/2025, 10:43:40 AM): As I am looking forward to your concern and it seem like this is something which only handled by the dedicated team , so I am going to transfer your concern and chat to the dedicated team , please be connected till your query get addressed
Komal (11/4/2025, 10:43:55 AM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].
Thank you for contacting EA HELP, my name is Komal, may I start with your first name please?
null (11/4/2025, 10:44:26 AM): Hello my name is Harald
Komal (11/4/2025, 10:45:55 AM): Hello Harald, hope you are doing well. How may I help you?
null (11/4/2025, 10:46:30 AM): Please read the case above.
Komal (11/4/2025, 10:47:42 AM): Let me check the case details for you real quick.
null (11/4/2025, 10:48:07 AM): The long chat text is the whole case history
Komal (11/4/2025, 10:50:29 AM): Is there any error message?
null (11/4/2025, 10:50:52 AM): No
null (11/4/2025, 10:51:50 AM): The game starts with the FC26 screen and then there is a loading screen with a bar en afterwards it goes directly back to the Xbox home screen
null (11/4/2025, 10:54:27 AM): I have a video about it but can't even post it here in chat
Komal (11/4/2025, 10:56:02 AM): I would like to inform you that we can only share the troubleshooting steps and after checking the chat I can see that you have almost tried everything so here is only one thing left to do which is taking your precious feedback and sharing it to the team so that they can look into it for you. So my first step now is to document it and get our research team to double check it. Sounds good?
null (11/4/2025, 10:58:18 AM): Yes but how and when will you or that team contact me with a solution? I can not restart the chat every time and wait for answers and in fact never receive a solution...
null (11/4/2025, 10:59:00 AM): I am at a point I don't even want to play that game anymore and want my money back from the standard and Ultimate version.
Komal (11/4/2025, 11:01:54 AM): Great! I will be recording it from my end and I would also request to please upvote this on to our EA Forums page here at https://forums.ea.com/ so the dedicated team working on this case would be able to gather the reports directly from impacted players and resolve this asap.
Komal (11/4/2025, 11:02:29 AM): Team will not directly contact you, you will be getting reply on your forums post.
Komal (11/4/2025, 11:03:20 AM): Or you will have to contact us for the updates, these are the only things that can be done.
Komal (11/4/2025, 11:03:27 AM): I'll mark our case as a potential bug for our game team to review further.
Komal (11/4/2025, 11:04:41 AM): Please let me know if there is anything else I may assist you with.
null (11/4/2025, 11:06:03 AM): https://forums.ea.com/discussions/fc-26-technical-issues-en/fc26-ultimate-edition-not-launching-on-xbox-series-x/12666719/replies/12685804
null (11/4/2025, 11:06:27 AM): This is my existing thread, will they react to that one?
null (11/4/2025, 11:06:49 AM): What is the procedure to get my money back?
null (11/4/2025, 11:07:45 AM): I think this is disgusting after more then two months
null (11/4/2025, 11:08:45 AM): I don't think there will ever be a solution and you can't get away by robbing people 200€
null (11/4/2025, 11:08:57 AM): Transmit this message please
Komal (11/4/2025, 11:11:46 AM): Sure I am going to add this as well.
Komal (11/4/2025, 11:11:51 AM): Please let me know if there is anything else I can assist you with, I would be really glad.
Komal (11/4/2025, 11:13:46 AM): Apologies once again for any inconvenience caused. You are a valuable player to us. Thank you for contacting EA Help. Goodbye, take care, and stay safe.
Komal (11/4/2025, 11:13:46 AM): Have a great day!!
Bye bye!!
