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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.

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.
    • Mayamis's avatar
      Mayamis
      Rising Traveler
      2 years ago

      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.

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

        @Mayamis Install the game with no DLC content.

        When that error happens its entitlement related on your account from the EA Play sub that was on there. If it happens again let me know, I will get it fixed for you but I need to see if the base game itself runs without the error.

        Cheers!

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