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q76pa46wlzmh's avatar
q76pa46wlzmh
Seasoned Novice
10 days ago
Solved

URGENT: Case #243734215 - Manual Verification of Hardware

Hello,

I am posting these 10 screenshots as proof of my lost 115+ OVR account (Display Name: Qais). My Hardware UID is <removed>

Summary of the issue:

1. Live chat agent (Robert) refused to escalate to a supervisor.

2. I have an official Case #243734215 for this escalation.

3. I provided my Hardware UID but no technical action was taken during 6 hours of chat.

I request a Community Manager (EA_Jason / EA_Adora) to review the logs for my Hardware UID and restore my progress or perform a manual content transfer. I have lost Prime Icons like 117 Pelé and 117 Drogba due to a sync error.

Please do not close this thread with an automated response

[CM - Edited to remove account information]

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  • EA_Mako's avatar
    EA_Mako
    10 days ago

    Hey q76pa46wlzmh​,

    I've edited your post to remove some account details. Please don't post your UID as that's identifiable account information, thanks!

    As far as the case itself, I'm afraid we are unable to review logs or grant content via the forums. If your previous case was not addressed, you're more than welcome to resume a case or create a new one to have another advisor take a look.

4 Replies

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    10 days ago

    Hey q76pa46wlzmh​,

    I've edited your post to remove some account details. Please don't post your UID as that's identifiable account information, thanks!

    As far as the case itself, I'm afraid we are unable to review logs or grant content via the forums. If your previous case was not addressed, you're more than welcome to resume a case or create a new one to have another advisor take a look.

  • q76pa46wlzmh's avatar
    q76pa46wlzmh
    Seasoned Novice
    10 days ago

    Thank you for the security tip. I understand you cannot check logs directly here, but Case #243734215 was already escalated by Robert to the Mobile Team. My goal here is to ensure a Community Manager flags this specific Case ID for a 'Manual Log Review' because the automated system failed. I have already provided all the proofs in the screenshots above. Please ensure this reaches the right specialist

  • q76pa46wlzmh's avatar
    q76pa46wlzmh
    Seasoned Novice
    10 days ago

    Thank you for the security tip. I understand you cannot check logs directly here, but Case #243734215 was already escalated by Robert to the Mobile Team. My goal here is to ensure a Community Manager flags this specific Case ID for a 'Manual Log Review' because the automated system failed. I have already provided all the proofs in the screenshots above. Please ensure this reaches the right specialist

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    9 days ago

    Hey q76pa46wlzmh​,

    You would need to reach back out to the support team if you still have concerns about a previous case. There is not a way for us to manually flag cases for review or anything of that nature, it would need to go through the support team. 

    We do not have a way to bypass the support system or ensure a case ends up in the right spot - that is all done through the support team.

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