Missing player!

I have the same problem. I recalled that I have 2 x 117 TOTY Dembele and 116 TOTY Declan Rice. This morning when the UTOTY was launched, I wanted to make the exchange and discovered that 1 x 117 Demebele was missing. I have neither exchange these players or train them away. I am still awaiting for EA to inform me what my next steps are, after conducting a hard reset on my mobile. 

Hi, jumping in with a quick clarification. In FC Mobile, items/players don’t just “vanish” from an account on their own. If something is no longer in your inventory, it’s typically because it was used or sold, and those actions can only be done by the account owner while logged in.

If you’re not seeing a player, here are a few things to try that often help:

1.) Fully close FC Mobile and reopen it.

2.) Check inventory visibility

• Go to My Team → Players (My Players) and clear any filters
• Try sorting by Newest to spot recently acquired cards.

3.) Confirm the player isn’t “in use”

• Check all lineups, not just your main XI

I did all those check ups before i I posted here, just wanted to make sure i checked everything before I post here, maybe something happened with the update of UTOTY, because it never happened before, this was the first time that the card just disappiered!

I am not so sure why you are so certain that the items/players do not just "vanish" on their own. I don't see why is there a need to report that I have 2 x 117 TOTY Dembele missing, and I have already exchanged one to make UTOTY. The reason why I remembered that I have 2 x Dembele because I was spending so much to get a Mbappe but did not. And when the UTOTY came, EA continue not to heed the sentiments of the players and their associated systems, be it 20 players to exchange for Raphinha. Even when I attained the 117 UTOTY Nunos Mendes, his stats were worse than Signature Roberto Carlos. And EA thinks players are trying to fleece them over missing players. FFS.

With all these considerations, EA still have the cheek to tell us with certainty that the players have "varnish" because of account owner.

To set matters straight, the steps suggested by EA were taken and the players remained to be "vanished". 

Remember, you can always reach out to the team through the in-game Customer Service tab — they can review your account history and confirm what happened.

Are you kidding me? They asked me if i could remember the date where the purchase of the missing player was made. Hello, I am a P2W and purchasing the players where merely based on joy and gambling habits. Who would actually remember them and even trust them to review the account history and associated details. That is why I blasted the other EA chatbot who claimed that they were **bleep** sure that the players were missing because of the owner's choice, but nothing is on their end. How convenient. 

I packed 116 gattuso today then I left the game then when I hopped back on he was nowhere to be found I swear on my life I haven't sold him pls fix the game ea