Forum Discussion

Rising Novice

2 months ago

Solved

Mass Effect 3 Online Pass Error

Hey, can't seem to get multiplayer to work, I'm using the EA app on PC. I see all these threads about the online pass and I've tried to follow the advice in them but I'm having no luck. Not sure if i...

EA_Shepard
2 months ago
KingLee890 Hey, there

For Online Pass errors, a CM cannot resolve them in the forums, as they deal with accounts and account changes. However, if or when support sends players here or says they cannot resolve it, and there is a case set up, we have to review it to see what was done and handle that situation on our end.

The first step is to have Live Support review the account. When you are on the help site, follow these steps:

In the search bar, type in "find missing content."

Click the link to the article How to find your missing EA in-game content

Scroll to the bottom and click "Contact us."

In the chat window, proceed through the missing content questions.

List Mass Effect Andromeda or Mass Effect 3 as the game.

Type in PC for the platform.

Once this information is provided, you should see a chat option that connects you with an advisor.

We have tested these steps over and over, so they do work; you just have to be persistent. It is super frustrating when all you want to do is play, but a CM isn't able to support your account as we would like, and we cannot do account verification on the forums, which is the biggest thing that stops me from fixing it here.

I know that is a lot, but I do like to explain the why, not just say, " Hey, go do this!" type of thing.

Support is aware of what to do. If they do not, please send me a PM with the case number. I have to have that, but support is the only current way to resolve this error.

Thanks

KingLee890

Rising Novice

2 months ago

EA_Shepard Hi,

I haven't contacted support, I looked for support but I could only find these forums and FAQs. Not been able to resolve it on my own but I've tried all the methods I saw discussed on here. Do I need to get to someone at EA or is it something I can fix?

Thanks

EA_Shepard

Community Manager

2 months ago

KingLee890 Hey, there

For Online Pass errors, a CM cannot resolve them in the forums, as they deal with accounts and account changes. However, if or when support sends players here or says they cannot resolve it, and there is a case set up, we have to review it to see what was done and handle that situation on our end.

The first step is to have Live Support review the account. When you are on the help site, follow these steps:

In the search bar, type in "find missing content."
Click the link to the article How to find your missing EA in-game content
Scroll to the bottom and click "Contact us."
In the chat window, proceed through the missing content questions.
List Mass Effect Andromeda or Mass Effect 3 as the game.
Type in PC for the platform.
Once this information is provided, you should see a chat option that connects you with an advisor.

We have tested these steps over and over, so they do work; you just have to be persistent. It is super frustrating when all you want to do is play, but a CM isn't able to support your account as we would like, and we cannot do account verification on the forums, which is the biggest thing that stops me from fixing it here.

I know that is a lot, but I do like to explain the why, not just say, " Hey, go do this!" type of thing.

Support is aware of what to do. If they do not, please send me a PM with the case number. I have to have that, but support is the only current way to resolve this error.

Thanks

iamnuff
Seasoned Novice
7 days ago
This post should not be marked as a solution. Contacting support (which is a massive task in and of itself) is no guarantee that they'll actually help you.
I've spoken to at least five diffrent support agents, who did everything from directly lie to me and claim it was steam's fault, to partially fix the problem and then close the chat session before I could tell them that it wasn't actually fixed yet, to fully remove my permission to boot the game at all, to re-grant me a new version of the game that also doesn't have an online pass or any dlc enabled, lie to me again about it being an unsolvable problem and claim that they'll "message me in-game" when they "develop a solution."
At this point I've given up. This issue has no solution. Not because it can't be fixed but because the people that EA hires as support-agents are not intelligent enough to actually implement the fix.

EA_Shepard, I understand that there's nothing more you can do here. You're really actually trying your best.
Unfortunately, it's clear that you are the only one doing so.

My advice to anyone with this issue, Get your refund, stop trying. Find another game to play, stop buying EA games entirely.
Their launcher doesn't work, their servers don't work, their tech-support sure doesn't work.
- EA_Shepard
  Community Manager
  7 days ago
  iamnuff The solution is that support has to resolve it on their end. The resolution you need is for support to go through the account and resolve it.
  
  The reason it is marked as the solution is that in order to get it resolved, you have to contact support and have them fix it on their end.
  - iamnuff
    Seasoned Novice
    5 days ago
    And if the answer to "Get support to fix it" is "They won't" then it's not actually a solution, is it?