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Mayamis's avatar
Mayamis
Rising Traveler
2 years ago
Solved

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

I own the game and I played it normally up until last EA app update. I sent a direct message to EA help support on facebook, twitter, and on website as official case. No answer everywhere. What d...
  • holger1405's avatar
    holger1405
    2 years ago

    @Mayamis 

    Only EA support can resolve this problem.

    Follow the instructions in this post.
    If you still can't resolve the issue let me know.

holger1405's avatar
holger1405
Hero+
2 years ago

@Mayamis 

Only EA support can resolve this problem.

Follow the instructions in this post.
If you still can't resolve the issue let me know.

Mayamis's avatar
Mayamis
Rising Traveler
2 years ago

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

@holger1405 

I don't need that link it doesn't help me, I need actual person that knows what they're doing to help me! I followed instruction that's not the point.

- 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.

  • holger1405's avatar
    holger1405
    Hero+
    2 years ago

    @EA_Shepard 

    Redeem online pass / support problem.  Thanks in advance!

  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @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!

    • Mayamis's avatar
      Mayamis
      Rising Traveler
      2 years ago

      @EA_Shepard  I have sent you a DM 🙂

      • EA_Shepard's avatar
        EA_Shepard
        Icon for Community Manager rankCommunity Manager
        2 years ago

        @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.

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