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mmbehan's avatar
mmbehan
Not applicable
5 years ago
Solved

Vault entitlement failure error

Vault entitlement failure error

I cannot add Madden NFL 21 to my PlayPro library. I have cleared caches as per previous support posts and reinstalled Origin. I have checked the the account on ea.com and also cannot access the EA Play page on the customer portal. See attached screen shots from Origin and ea.com.

ID: mmbehan

Platform: PC (Origin)

Game: Madden NFL 21

Added error report via Origin:

Report ID is: 1262154b10144c38

  • EA_Kent's avatar
    EA_Kent
    5 years ago

    @mmbehan 

    Thanks for following up! I'm glad to hear it's working for you now. If it starts happening again don't hesitate to give us a shout. 👍

    /Kent

3 Replies

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hi @mmbehan, 

    Are you still running into this same error message when you're trying to add the game to your account? Did you recently upgrade to EA Play Pro from a base EA Play membership? 

    /Kent

  • mmbehan's avatar
    mmbehan
    Not applicable
    5 years ago
    @EA_Kent The problem resolved by itself after a few hours. I didn't make any changes on my system. I've been a member of Play Pro since it's changeover earlier this year. I couldn't access some account details on EA website so it must have been a problem with the Subscription service backend database.
    Might be a good idea to check engine and other logs in case there was any corruption or in case there was unauthorized or illicit access. Would appreciate of the RCA results could be posted to assuage any customer concerns.
    All the best.
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @mmbehan 

    Thanks for following up! I'm glad to hear it's working for you now. If it starts happening again don't hesitate to give us a shout. 👍

    /Kent

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