field pass doesn't show up

@krubinow 

Are you attaching a receipt of that transaction (proof of purchase) to the case? We have instructions in here on how to do that: https://help.ea.com/en-us/help/account/how-to-provide-proof-of-purchase/

Can you try doing that one more time and let me know if you receive the same answer from our Support team? If you can provide me the case number we'll see what we can do to find out what's causing that to happen. 

The link you provided only seems to show how to view app purchases/downloads. It does not show how view in-app purchase history, which is what I'm having difficulty with.

Support did write back and say that what I provided (PDFs of the emails from Apple Store confirming the transactions) was not sufficient. While it's frustrating that it took so long to get that information, it was helpful. However, it's still not clear what needs to be provided or how to get it.

I have now uploaded to the case:

- PDFs of the confirmation emails

- Screenshots of the purchases from Apple Store history

- Screenshot of the game showing UID

What else needs to be included? 

@krubinow 

Excellent, that should be sufficient. Please keep an eye on your case and email for updates from our Support team. 🙂

OK, thank you. 

Here is the response I just got:

To resolve missing purchase issue, please submit your case again with us via game customer service option with your full game account details so that we can also verify the account ownership and help you with account issue.

You can also update this case by in-game help option. I would also like to inform you that I am not closing your case. It is still open please update the case with all the details. I will gladly assist you.

I cannot even begin to explain how frustrating that is. Why have me go through all the steps I went through just to have me open a new case, where I'll likely get bounced around just like with the current case?  Not to mention, it indicates that they still need "full account details" -- what does that even mean? Why didn't they ask for that in the first place when they made me get the app store history?

I'm at the point where I'm ready to report this as a problem to Apple and request a full refund.

@krubinow 

Did you submit a case from the website or did you go to Settings (in-game) and select Help/Customer Service to submit the case?

I'm confident they're asking you to submit a case via in-game, this way our staff can verify the case is being sent from the account they'll need to apply the Field Pass to. When submitting a case in-game, that allows them to link up the Madden Mobile account to an EA account. 

I'm sure they are asking for that. But I wrote to them a while ago saying that hitting the Help button in the game just redirects me to the help.ea.com site -- nothing within the game/app itself. I am happy to provide any information asked for, but the instructions I have been given are not helpful at all -- I see no way to do an in-game submission. 

I have resubmitted the case, AGAIN, by clicking Help from inside the game (which merely redirected me to the EA Help web site). Case ID: 60040422

Holy @#&$!!!!!!! EA Support literally just asked me to confirm that I haven't received the content I purchased, which is the whole reason I opened the case to begin with. 

@EA_Blueberry -- are you officially affiliated with EA Support? If so, they are completely incompetent. I have provided everything they asked for and yet they ask for even more. It has literally been weeks of jumping through hoops for nothing. It's absolutely ridiculous.