[Old Report] Mass Effect 3 multiplayer not accessible, "redeem online pass"

Hey @Mayamis 

Did you install your game using your EA Play subscription on your account in the past? 

If that's the case, our team will need to review your account to fix it.

You can contact support using the following link: How to use EA Help 

No it was not subscription, it's old version of Mass Effect 3, I always fully owned that game I installed it after I bought it. I already tried contacting EA help, absolutely no answer or either facebook or twitter.

I reported here on the website EA help and opened a case here 2 days ago and it was marked as "resolved" without actually being resolved or me getting any information.

I opened a new one just now.

still no resolution. the chat I managed to contact here on the chat says it's a bug but knows no fix.

I own the game I bought it I played it for few years. why is my "online pass" suddenly gone in last month???

Please just fix it.

Hello @EA_Pulsar any news?

Why is this thread marked as solved when my problem is not solved????????

@holger1405 

- I opened a chat with EA support assistant and he didn't know how to solve the problem, claims I shouldn't need a pass, said he will forward to someone else but can't tell me when it will be fixed

- I submitted official report in EA website forms and opened a case as official report and it was closed with "No fix" mark

- I sent an email and got response from another random assistant saying he will forward this to some else to look into it but no further response since than and fix

- I sent multiple DMs on twitter, no reponse

- I sent multiple DMs on facebook, no response...

- I can't call anyone because they don't do call support any more!

me contacting EA help is not an issue, the issue is them doing nothing to solve my problem and just closing cases. I still can't play the game I paid for. Literally worst support ever.

@EA_Shepard 

Redeem online pass / support problem.  Thanks in advance!

@Mayamis Hey, so with the online pass, I wrote the process for this for support to follow to resolve these issues. If you have contacted them and they did not follow that process I need to know so that I can have that looked into.

If you send me a DM with the email on file (not on this thread) I can add a note to the account. The fix takes less than 5 minutes after the account is verified so it is one that resolves this quite easily.

As for the thread being marked as solved, this is because live support has to be the one to resolve this with the player's account. This is not solved through troubleshooting steps or something the player can do on their own or have a Community Manager do for them. So the resolution is the one marked as so.

Cheers!

@EA_Shepard  I have sent you a DM 🙂

@Mayamis Apologies, things got really busy. The account should be good. If you want to perform the following steps first, I would just in case to update the game but it should connect. If it does not, I would suggest a reinstall so it updates the game correctly.

• EA App's Cache (Top Left Menu > Help > App Recovery)
• EA App - Repair (My Collection > Tile Dots > Repair)

Please clear your temp files:

• Press the Windows key and "R" at the same time
• Into the new window, type or copy & paste:  "%temp%" (Without the quotes.) > hit "ENTER"
• Your Windows Explorer should have brought you to the "C:\Users\>your user name<\AppData\Local\Temp" folder. > Delete all files and folders in it.
• Some may not let you and you can click skip

Then:

• Make sure the EA app is closed.
• Press the Windows key and "R" at the same time.
• Type or copy and paste "%ProgramData%\Electronic Arts\EA Services" (without the quotes) into the new Window > ENTER
• Move the "License" folder to your desktop.

hey @EA_Shepard 

Did everything you asked..

did app recovery

did app restart

removed licence folder (a new one was generated as soon as I lunched the game)

cleared all the cache

logged out/logged in to EA app

than tried to run the game again

still the same issue! ☹️

I even completely uninstalled and redownloaded and reinstalled the game after doing all these steps and clearing all the cache... still getting this right now

I will try all the steps and reinstalling again.. dunno what to do.