I redeemed 12000 Madden 24 points on Xbox.com and they haven't shown up in my game for 4 days now. I have contacted EA Help numerous times (uploaded screenshots, etc) and this is the most recent message:

Okay, I was able to speak with a support staff on the Chat and they verified my points and sent them to the correct Xbox console.I had to press hard to make my case that:1) I purchased a valid and activated code for 12000 Points from Best Buy - uploaded screen shot of receipt, and confirmed by Best Buy Digital Department2) I proved that the code was properly redeemed on Xbox.com and confirmed by Microsoft support - uploaded screen shot of the redemption receipt3) That EA has/had a coding error in directing which console to send the redeemed points to. The points must have been sent to Old Gen, but:1) I don't have Old Gen console2) I never installed Madden 24 on an Old Gen consoleTherefore, EA finally figured out how to code the redemptions AFTER the fact, which is they need to redeem it on the console that is first loaded; not just arbitrarily pick a console hoping they get the right one!Just absolutely shameful how grossly negligent and incompetent EA has been with this issue and countless others, this year and years' past.

Purchased 12000 Madden 24 Points - Not Showing Up

22 Replies

EA_Shepard
Community Manager
2 years ago
@ReX_XBL When the points were redeemed on the site, was it a code from another retailer, or were these points purchased on the Xbox site itself? Have you played on both previous and current gen consoles or only logged into one console?
ReX_XBL
2 years ago
They were purchased from Best Buy and I uploaded the receipt of this purchase. Then Best Buy emailed me the code.

I redeemed the code on Xbox.com and I uploaded the confirmation that these were redeemed.

I've contacted Xbox/Microsoft and they confirmed that it went through on their end.

I've contacted Best Buy and they confirmed they emailed me the code.

I have never played this game on previous gen, just Xbox Series S.

My gamertag is ReX
EA_Shepard
Community Manager
2 years ago
@ReX_XBL Thank you. I reached out to see if there were any issues with Xbox and there are no open issues with points not being added. As you have not played on a previous gen and only the current gen, there would be a delay in the store granting them. Once it goes past 24 hours, our live support looks into it.

I know bouncing back and forth isn't fun, but what we need you to do now, is contact live support - DO NOT open a new case - give them the case number, and have them take it from there. You can let them know we looked into it and they should be able to help you out from here.
APxChoppa
2 years ago
I am dealing with this exact same issue and am belting stonewalled by ea support which, in turn means Xbox will not help me. I have receipts and everything and still can not get this fixed. Someone help.
ReX_XBL
2 years ago
Thanks.

I've reached out to Live Support numerous times. When I reply or "resume case" it creates a new ticket, I have too many Open Cases, and that's not something I can control. Additionally, every support person doesn't read the chat history, and miscomprehends the issue or lacks basic reading comprehension (e.g. they think I'm referring to pre-order bonus content, when I'm referring to Virtual Currency that I paid $99 for).

Also, it has been over 24 hours. It was been 4 days since I've redeemed the code.
EA_Shepard
Community Manager
2 years ago
@APxChoppa Xbox cannot grant currencies to specific games as we would like. Those currencies are based on the logs of the game you play. If the same applies to you, you would need to reach out to live support and have them review the account.
EA_Shepard
Community Manager
2 years ago
@ReX_XBL Make sure you are logged out of the site.

Select the EA App

Select one of the account issues like I cannot log in

You may get a pop-up that says login and get faster help

Select Continue without logging in

This should give you the chat/email option
ReX_XBL
2 years ago
I hear what you are saying. You are telling me to check with Live Support, but Live Support says check Answers HQ forums or Twitter for updates.

The last communication I had with Live Support, as you can see in the screenshot of this original post, they say:

"However, please allow me to share with you that we are facing some issue on our end where we are not able to see the Madden Points transaction in your account and hence not able to validate the claims.

However, our developers are working hard to fix the problem in timely manner. We request some time to get the issue fixed.

We greatly appreciate your patience until we get this one sorted.

What I can do is advise that you please check out the Answers HQ forums or Twitter for updates on when a patch or "fixed it" announcement will be released in regards to the current problem."
ReX_XBL
2 years ago
Okay, I was able to speak with a support staff on the Chat and they verified my points and sent them to the correct Xbox console.

I had to press hard to make my case that:

1) I purchased a valid and activated code for 12000 Points from Best Buy - uploaded screen shot of receipt, and confirmed by Best Buy Digital Department

2) I proved that the code was properly redeemed on Xbox.com and confirmed by Microsoft support - uploaded screen shot of the redemption receipt

3) That EA has/had a coding error in directing which console to send the redeemed points to.

The points must have been sent to Old Gen, but:

1) I don't have Old Gen console

2) I never installed Madden 24 on an Old Gen console

Therefore, EA finally figured out how to code the redemptions AFTER the fact, which is they need to redeem it on the console that is first loaded; not just arbitrarily pick a console hoping they get the right one!

Just absolutely shameful how grossly negligent and incompetent EA has been with this issue and countless others, this year and years' past.
justspyze
2 years ago
@ReX_XBL I wil try this myself again.. I have tried twice without getting any help from them. Their reply is that "we cant transfer the points from old gen to new gen. We will take the feedback back to the team".
I have all the recepts they need to verify that it is a valid code and even xbox aswell agree.
I know the root to the issue as you pointed out, that is chooses the old gen version of the game when you are redeeming the code via the microsoft store. I bought a code for 1050 madden points just to make sure and before you click "confirm" it says that it will be activated on the xbox one version. I also didnt have the old gen version installed at first when i activated my 12000 madden points.