Webstore and Player Exchange Not Accessible Despite Being in Hong Kong Region
Hello EA Team and Community,
I am experiencing a serious account-level issue with my EA SPORTS FC Mobile account. Despite being located in Hong Kong and having all my account settings correctly configured, I am unable to access the Webstore and cannot use the Player Exchange feature. These are basic functionalities that should be available in my region according to official documentation.
🛑 Issue Details:
- Region: Hong Kong (confirmed)
- Platform: iOS
- EA Account Email: [edit: email address removed]
- FC Mobile UID: 648303941104111616
- Account Level: 22
- Issue:
- Webstore shows: “This site is not currently available in your country.”
- Player Exchange menu says: “Locked. Unlocks at level 2.” — despite being level 22.
🧩 Troubleshooting Attempted:
- Reinstalled the game
- Cleared app data and cache
- Re-linked EA account
- Tried support in-game and via EA Help (Case ID: #213244015)
- Waited several weeks for possible auto-correction
Unfortunately, no solution has worked so far. EA support advised that this may be a system-level restriction and not client-side. They acknowledged the issue but confirmed no tool on their end can manually fix it.
💬 Request:
Please escalate this issue to the game development or server management team, or provide a way to reset account region binding or manually unlock these features. I believe my account may have been incorrectly flagged as Mainland China instead of Hong Kong.
🙏 This issue is severely affecting my ability to enjoy and progress in the game. I kindly request the community and moderators to upvote and provide visibility so that this bug can be fixed for all affected users.
Screenshots are attached below as evidence.
Thank you very much for your time and attention.
Eric Hao
Hong Kong
