Expired EA Play sub overrides Steam purchase

Question

Hi Community Managers / EA Team,
I am experiencing a backend entitlement/license conflict where EA's servers are prioritizing an expired subscription ticket over my active, valid Steam retail purchase.
Issue Details:
I originally played this game via an Xbox Game Pass / EA Play subscription, which is now expired.I subsequently purchased a permanent retail copy directly on Steam, and my Steam account is actively linked to this EA account.In the EA App, it displays "Standard Edition accessed through Steam," but launching the game fails or defaults to subscription checks because the backend server is prioritizing the old expired subscription ticket.
Troubleshooting Already Completed:

Re-linked accounts and did a 100% clean reinstall of both the game and the EA App.
Fully wiped all local AppData, ProgramData, and Windows credential caches.
Unable to reach live chat on EA Help as the advisor contact page currently fails to render options for this category.

Could an EA Community Manager please review my profile backend and manually clear/revoke the expired EA Play / Game Pass subscription entitlement record so the app reads my active Steam retail license?
Thank you!
Edit by Holger1405: the mass tag of EA CMs has been removed.

holger1405 · Answer

DESTRUCTIONBABY​&nbsp;I edited your last post, please don't mass tag EA staff.&nbsp;What game exactly is giving your problems? From your description I would assume Andromeda?&nbsp;

testikleez417 · Answer

DESTRUCTIONBABY​&nbsp; Just email customerexperience @ ea.com or contact_eahelp @ ea.com. they seem to be faster than a live advisor.

destructionbaby · Answer

my apologies , i was a bit frustrated. It is the Legendary Edition. I have tried everything i found on the help pages and and in the forums.

holger1405 · Answer

DESTRUCTIONBABY wrote:
my apologies , i was a bit frustrated. It is the Legendary Edition

NP, tagging EA_Shepard​.&nbsp;

ea_shepard · Answer

DESTRUCTIONBABY​ Hey,Thank you for all the information on this one. A few things here.The EA Play issue only affects those who are trying to get online to play MP, which is only in ME3 (Original) and Andromeda. The MELE version is not affected by that issue.The question is - Was the Xbox Game Pass subscription on the Xbox or PC? Was it the Ultimate version of Game Pass?If you are on PC, what can happen is that there are leftover files from the EA Play version or a Trial version that were not deleted - OR - the registry key for the original version you installed is still there.MELE versions were updated so that they don't need or require any of that. Since the Steam copy is a paid version, the older files (not DRM) are conflicting. Basically, a trial version expired, and you bought the full version, but the launcher reads the trial.In order to view the account itself, you have to contact Live Support, as CMs cannot verify ownership of your account or make account changes. We are not support.The other thing you can do is uninstall the game, delete every file you can find, and then run a registry cleaner.As for contacting live support, you don't need this exact issue in a case. They change it. All you need is to click here, EA Help MELE LinkScroll to the bottom - Click Contact Us - Sign in to the chat - In the chat, I put "I need to talk to an advisor about my expired EA Play subscription - it took me to another page where it said chat with an advisor

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Expired EA Play sub overrides Steam purchase

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