Community Manager@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
Community Manager@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
Community Manager@loonaxx We don't forward threads as issues with accounts, entitlements, payments, etc are handled through support and not here. We have no visibility into making changes to a player's account. You have to have this done with live support through chat or email.
Community Manager@loonaxx Had some folks deep diver into the account. There is an issue with the account itself which is being looked at but the game itself should be resolved. You may need to repair or uninstall the game but that error should not happen hen you log back in.
If it does, please uninstall the game and reinstall the new version that is on the account. I also had the 2nd charge refunded so that should be returned to you within a few business days.
If you continue to get the error, update the case on your account and let them know that the error persists.
Cheers!
Dear Shepard,
thank you very much for your help and support!
My game is working in online mode again.
Also many thanks for the free supply packages!
Best regards
Loona
P.S. You have restored my faith in EA Support.
Community Manager@loonaxx You are most welcome. I thought the packs may help on that grind!
Cheers!
