Hey community, I had a question since apparently EA in all their wisdom decided to remove chat support and also the report a bug feature for the netherlands for some reason. I only have this contact option left now. I've played Mass effect for 336 hours in total, pretty much all of it in multiplayer. Today after not having touched mass effect for like 2-3 months I figured I'd buy the last 3 I didn't own yet; citadel, genesis 2 and omega. I start up the game after installing all 3 and it tells me it can't verify the dlc. So I exit, exit origin and then try again. Now it tells me I need a online pass to access online features and can't access any of my dlc because they are not authorized. I've tried to fix the local files, since I thought something might've gone wrong during the dlc installation but sadly no luck. Since facebook EA support was the only other way to get help I've left a request there too but I don't have much faith in social website support pages. I'm quite dissapointed, instead of enhancing my game I've basically neutered it to the point of nothingness because of this online pass nonsense. Any help would be appreciated.

One of the facebook support agents gave me a different link for ea support chat for mass effect 3 and it worked!She gave it as I was filling in the origin returns/refunds request form. I'm glad it's getting fixed. Thanks again for your time, I'll accept your answer as the final one.

The worst part is that the PC version never even had an online pass, so the error carried over from the console versions. To top it all off, EA discontinued the online pass system so no one, not even players with a used copy, would have to buy one. I once had the same issue and fixed it quickly with chat support, so it's indeed a shame that they no longer support it. I quickly went through the support process and there's only phone support in the weekend. Looks like EA's support department took a budget cut. You could try Twitter support if you haven't already. I'll also tag a CM in case he can do anything about it. @EA_David

Yea the live chat did wonders for me 4 years ago when I had an issue where I couldn't change my OriginID. Their facebook support gave me the EA help number for the Netherlands, sadly it's only available from 12:00-21:00pm on business days. I don't have a twitter account though, so no go there for me. To top it off EA even freaking just closed my support case/ticket that I had managed to created by changing it to the US region, without even replying or anything, not a single word and bam closed it, wtf man, might as well charge back those 3 dlc -.- I appreciate your help, but EA's decisions to cut support options and then also support's decision to not give a * about a help request and blatantly close it... just wow.

Apparently live chat agents can't fix the issue anymore. I went through a lot of common issue troubleshooting steps, very simple ones, but even after "talking to the expert team" the agent still had no idea what the online pass thing meant and evaded it when I mentioned that it's a known issue for the last 5 years. They say the issue is being forwarded to the studios and that I'll be contacted by email soon..... Man oh man....

@BlackDaLina How is your German, if it is any good here are the German hotlines. If that is a no go, here is the UK number (+44 203 0141818, Available 9AM-9PM GMT, Monday through Saturday) You can use a Voice-Over-IP service like Skype for this call. Just put your location in the Voice-Over-IP service to UK or GE. Let us know how it goes.

Online pass issue, but not a new purchase

12 Replies

Fred_vdp
Hero+
9 years ago
The worst part is that the PC version never even had an online pass, so the error carried over from the console versions. To top it all off, EA discontinued the online pass system so no one, not even players with a used copy, would have to buy one.

I once had the same issue and fixed it quickly with chat support, so it's indeed a shame that they no longer support it. I quickly went through the support process and there's only phone support in the weekend. Looks like EA's support department took a budget cut.

You could try Twitter support if you haven't already. I'll also tag a CM in case he can do anything about it. @EA_David
Anonymous
9 years ago
Yea the live chat did wonders for me 4 years ago when I had an issue where I couldn't change my OriginID.

Their facebook support gave me the EA help number for the Netherlands, sadly it's only available from 12:00-21:00pm on business days.

I don't have a twitter account though, so no go there for me.

To top it off EA even freaking just closed my support case/ticket that I had managed to created by changing it to the US region, without even replying or anything, not a single word and bam closed it, wtf man, might as well charge back those 3 dlc -.-

I appreciate your help, but EA's decisions to cut support options and then also support's decision to not give a * about a help request and blatantly close it... just wow.
Anonymous
9 years ago
One of the facebook support agents gave me a different link for ea support chat for mass effect 3 and it worked!
She gave it as I was filling in the origin returns/refunds request form.

I'm glad it's getting fixed.

Thanks again for your time, I'll accept your answer as the final one.
Anonymous
9 years ago
Apparently live chat agents can't fix the issue anymore.

I went through a lot of common issue troubleshooting steps, very simple ones, but even after "talking to the expert team" the agent still had no idea what the online pass thing meant and evaded it when I mentioned that it's a known issue for the last 5 years.

They say the issue is being forwarded to the studios and that I'll be contacted by email soon.....

Man oh man....
holger1405
Hero+
9 years ago
@BlackDaLina

How is your German, if it is any good here are the German hotlines.

If that is a no go, here is the UK number (+44 203 0141818, Available 9AM-9PM GMT, Monday through Saturday) You can use a Voice-Over-IP service like Skype for this call. Just put your location in the Voice-Over-IP service to UK or GE.

Let us know how it goes.
Fred_vdp
Hero+
9 years ago
@BlackDaLina wrote:

Thanks again for your time, I'll accept your answer as the final one.

Thanks, but I'm going to unmark it because it's not a solution.
Anonymous
9 years ago
Thanks Holger, if I can't get any further with the Dutch Lines on Monday I'll give the UK line a try first, my german is pretty basic so I'm not sure if it's suited for troubleshooting.

And yea I guess that makes sense Fred.

I'll let you guys know how it ends, perhaps for future people with the issue.
Fred_vdp
Hero+
9 years ago
@BlackDaLina

I noticed that US support has a live chat option, but it may depend on the options you select. If you select 'missing content' and 'had content and lost it', the live chat option appears. Currently the wait time is under 5 minutes.
EA_Mari
Community Manager
9 years ago
@BlackDaLina

You can try and contact our live support and they will be able to have a look in your case:

https://help.ea.com/uk/contact-us/new/

Just select the correct language at the top right menu, then the option "contact us" and fill all necessary info regarding your issue and you will be redirected to the best contact option.

Please let me know if you have any further questions!
Anonymous
9 years ago
Yea sadly following those instructions never got me any further as described in the original post, it just only gave me the option to contact "you" via the AnswersHQ which is actually the community.

Luckily one of the facebook support agents was able to get me the help chat for mass effect 3.

One agent responded on the ticket after my chat telling me to delete all DLC and then try again, but yea same issue, still awaiting for someone to re-authorize my online pass and "From Ashes", contacting chat support again for an update, it's been 4 days with 1 troubleshoot step and 0 progress.