[PC] Mass Effect Andromeda missing online access

@loonaxx I took a look at the account and I only see one transaction log of the game being purchased. That same invoice number was the one refunded as per your request.

If you were charged more than once you would have more than one invoice number or a transaction log showing multiple purchases.

• Can you log into EA.com check the transactions and see if you have more than one?
• You also get an email sent to you on each purchase. Please check your email as well.

I will need both of those to see where the invoice is coming from. As it stands now, there is no second purchase on this account from the logs so no action can be taken until we can see both transactions.

If you were charged more than once on your payment method, you would need to reach out to them as well to see if this went through. Often, there will be a pre-authorization charge of the same amount that falls off.

Hello EA_Shepard,

thank you for your prompt response.

Please find below both order numbers.

1005162765374

1005161365374

Please keep me updated.

Thank you

@loonaxx Thanks! So  the system is indeed having issues pulling some logs. I am going to check it later on and see if it has cleared up. I will let you know once that happens!

Hello EA_Shepard,

thank you in advance for your efforts!

Does it mean that I can play in multiplayer in the foreseeable future?

Dear EA,

Since reporting the error 7 days have passed and apart from that everyone has requested various information from me nothing at all happened.

Yesterday I have reached out to EA Support again to ask them to delete the game from my account. I have been informed that THEY CAN NOT SEE ANY GAME IN MY ACCOUNT. FOR ME IT APPEARS THAT THE SITUATION IS GETTING WORSE AND WORSE.

In the light of that I would like to request an authorized person to complete the necessary steps.

PLEASE DELETE THE MASS EFFECT ANDROMEDA GAME FROM MY ACCOUNT that I can purchase a new one which will surely work. The serial number would be another one therefore I believe that the server communication will work without any issues. So that we can close down this comedy.

I would like to note that I do not know who and why has changed the subject of my post which initially has been "Mass Effect Andromeda PC missing online access and EA Support doesn't fix it". It should have only been changed if this story would have not occurred. Because in the last 7 days no one has done anything to fix the error.

Thank you

@loonaxx Taking a look into it now. Will update you here soon with what info I find out!

Cheers!

@loonaxx I had someone check out the logs on the account. One invoice is the purchase, the other is the refund for that same purchase. There are no other logs showing that you were charged twice for the game.

If your bank shows two separate charges, you will need to reach out to support and show them that you were charged twice. Sadly not something we can handle over the forums.

Dear Shepard,

I see you did not read carefully my post. Because you are talking about an irrelevant thing.

First of all I have 2 different order confirmation from EA with 2 different order numbers. I am more than happy to forward you those emails if you can give me an email. That means that the game has been sold to me with 2 different exemplars. After I have identified the double charge I have reported it to customer service and they have refunded to me 1 version. THIS HAS BEEN ORDINARY COMPLETED.

I would like to note if the situation were as you have described that there has been 1 purchase and 1 refund on the same purchase it would mean that I would not have the Mass Effect Andromeda game on my account. So your comment does not make sense.

THE ISSUE IS that as I have explained above during this process my account has been bugged and the remaining version of Mass Effect Andromeda game on my account is not able to work in online mode. Due to this customer services is not able to process any changes with their tool on my account. I have started this forum that someone from EA who has a higher level authorization should fix this issue. if you would be so kind to forward this last part of my post to someone who has the authorization to fix this issue I would greatly appreciate.

Thank you

@loonaxx I read the post perfectly. I had the account reviewed as well. There are not two separate transactions there is one single transaction. As stated above, if you were charged twice on the bank side, you would have to speak with support on that.

Community Managers cannot make changes to the account if a game is removed. That is done by support. Not the forums. As from what was reviewed, there is nothing wrong with those transactions as there is only one log for purchase, and one log for the refund. 

If you believe this to be in error with the purchases, or were charged twice on the bank side, you will need to reach out to support so that they can review any other transaction invoices you may have that you were charged for the game on.

Dear Shepard,

sadly it appears that you just read the first few sentences of my post and you don't see what the issue is. Briefly summarized the issue is that I own the Mass Effect Andromeda PC game on my EA account and it is not working in online mode.

Customer Services has looked at the issue and they have identified that my account is bugged. So they have requested to report this as a bug here.

Could you please either fix this error or delete the game from my account that I can purchase a new one.

If this is outside of your authority can you please forward this issue to those who can fix it.

Please find below the bug report and attached a screenshot about the error.

Product: EA App / Mass Effect Andromeda
Platform: PC
Which client functionality are you experiencing this bug with? Multiplayer
Please describe Mass Effect Andromeda multiplayer "Missing Online Access"
When did this happen? (dd.mm.yy hh:mm) 27.02.2024
Summarize your bug Trying to go into Mass Effect Andromeda Multiplayer, however an in-game message tells me that "Missing Online Access" and directs me to an EA help webpage that does not exist.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Customer Services has looked at the issue and they have identified that my account is bugged.
What happens when the bug occurs? Mass Effect Andromeda status is offline and the error message "Missing Online Access You are not allowed to access the online features of this game. See http://help.ea.com/en-us/help/faq/not-able-to-connect-to-online-play/ for additional information" appears on screen.
What do you expect to see? I expect to see either immediate access to Mass Effect Andromeda Multiplayer and the status showing online or that the game is deleted from my account and I can purchase the game again.

PS. The issue of the double payment and refund has already been resolved, sorted out, fixed, closed down by Customer Services. So there aren't any further to dos.

Thank you