Commander, you’ve received a new message at your private terminal! When logging into Mass Effect 3 or Mass Effect Andromeda multiplayer. Players may run into one of the following errors: Mass Effect 3 - "An online pass is required to access the online features of the game." Mass Effect Andromeda - "Missing Online Access" Changes to the EA account cause these specific errors. These can include, but are not limited to, the following: EA Play subscription expired - This is the main reason in most cases Account Mergers A separate account downloaded the DLC, and the game does not recognize that your EA account owns the content. If you encounter this error when launching the game or multiplayer mode, first try the following steps to see if they resolve the error(s). Delete EA License Files: 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 Delete all files within this folder. Clear Windows 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" Now 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. (If some files or folders can't be deleted, reboot and try again.) If the above steps do not resolve the issue, you will need to contact our Support Team, who will review your EA account and make any necessary changes with you.You can contact our live support at help.ea.com. Choose the following options In the search bar, type in "find missing content." Click the link to the article How to find your missing EA in-game content Scroll to the bottom and click "Contact us." In the chat window, proceed through the missing content questions. List Mass Effect Andromeda or Mass Effect 3 as the game. Type in PC for the platform. Once this information is provided, you should see a chat option that connects you with an advisor. Please describe your issue - Short, sweet, and to the point!For Example, "I downloaded Mass Effect 3 or Mass Effect Andromeda, and when I logged into multiplayer, I was met with an error that said I was missing the 'Online Access." This is preventing me from connecting to multiplayer mode." At this point, you should be connected to an advisor who can assist you with your account and get you back into the game. If sending an email, in the Subject line title it with the game you are logging into:Mass Effect 3 Online Access ErrorMass Effect Andromeda Missing Online AccessThanks!

when i go to EA help there is no create a new case anywhere, how do i get to live chat?

hybridzane It is a fix that has to be done on the account side, not your side. Log back in, repair the game and try again for me.

I tried again with support and they were able to fix the problem. Thank you for all the help

FlaminBell Hey, glad to hear that they were able to get that resolved for you! If you run into any other issues let me know. Cheers

I just reinstalled ME3 after multiple years and tried to enter multiplayer, which I have played for hundreds of hours!But instead of getting to the MP lobby, I—like many other people—am suddenly informed that I'm lacking some "online pass" (see screenshot). In the main menu, there's also a button to buy/redeem such a pass (see screenshot), but when I click it, I just see the same screen like when I try to enter multiplayer.I tried the usual and recommended remedies already, like reinstalling the game, repairing the game files, deleting the license files, clearing the EA apps cache and Windows Temp directory, but nothing helped.And of course I contacted the support. It is not helpful, to say the very least. I got into chats with multiple so called "agents" who clearly weren't human and gave me no indication whether they can solve this problem or not. Frankly, I'm not even sure the AI bot understood what the issue is 😂. Instead, after a few messages they just ended the chat, the ticket status was set to "player not available", and that is it. I can't eve re-enter the chat. What a middle finger to the customer.And apparently this problem isn't even hard to solve for support (see linked discussion), which makes this experience all the more frustrating.

Forum Discussion

EA_Shepard

Community Manager

2 years ago

[PC] Mass Effect Online Access Error in Multiplayer Mode

Commander, you’ve received a new message at your private terminal!

When logging into Mass Effect 3 or Mass Effect Andromeda multiplayer. Players may run into one of the following errors:

Mass Effect 3 - "An online pass is required to access the online features of the game."
Mass Effect Andromeda - "Missing Online Access"

Changes to the EA account cause these specific errors. These can include, but are not limited to, the following:

EA Play subscription expired - This is the main reason in most cases
Account Mergers
A separate account downloaded the DLC, and the game does not recognize that your EA account owns the content.

If you encounter this error when launching the game or multiplayer mode, first try the following steps to see if they resolve the error(s).

Delete EA License Files:

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
Delete all files within this folder.

Clear Windows 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"
Now 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.
(If some files or folders can't be deleted, reboot and try again.)

If the above steps do not resolve the issue, you will need to contact our Support Team, who will review your EA account and make any necessary changes with you.

You can contact our live support at help.ea.com. Choose the following options

In the search bar, type in "find missing content."
Click the link to the article How to find your missing EA in-game content
Scroll to the bottom and click "Contact us."
In the chat window, proceed through the missing content questions.
List Mass Effect Andromeda or Mass Effect 3 as the game.
Type in PC for the platform.
Once this information is provided, you should see a chat option that connects you with an advisor.

Please describe your issue - Short, sweet, and to the point!

For Example, "I downloaded Mass Effect 3 or Mass Effect Andromeda, and when I logged into multiplayer, I was met with an error that said I was missing the 'Online Access." This is preventing me from connecting to multiplayer mode."

At this point, you should be connected to an advisor who can assist you with your account and get you back into the game.

If sending an email, in the Subject line title it with the game you are logging into:
Mass Effect 3 Online Access Error
Mass Effect Andromeda Missing Online Access

Thanks!

42 Replies

Replies have been turned off for this discussion

Wheams
Seasoned Novice
1 year ago
when i go to EA help there is no create a new case anywhere, how do i get to live chat?
Iceshard87
Rising Newcomer
5 months ago
I am also unable to create a case for this, or any other, issue. Does EA still have live support?
Elite7555
Rising Novice
4 months ago
I just reinstalled ME3 after multiple years and tried to enter multiplayer, which I have played for hundreds of hours!
But instead of getting to the MP lobby, I—like many other people—am suddenly informed that I'm lacking some "online pass" (see screenshot). In the main menu, there's also a button to buy/redeem such a pass (see screenshot), but when I click it, I just see the same screen like when I try to enter multiplayer.
I tried the usual and recommended remedies already, like reinstalling the game, repairing the game files, deleting the license files, clearing the EA apps cache and Windows Temp directory, but nothing helped.
And of course I contacted the support. It is not helpful, to say the very least. I got into chats with multiple so called "agents" who clearly weren't human and gave me no indication whether they can solve this problem or not. Frankly, I'm not even sure the AI bot understood what the issue is 😂. Instead, after a few messages they just ended the chat, the ticket status was set to "player not available", and that is it. I can't eve re-enter the chat. What a middle finger to the customer.
And apparently this problem isn't even hard to solve for support (see linked discussion), which makes this experience all the more frustrating.
holger1405
Hero+
4 months ago
EA_Shepard ^^

Elite7555 I moved your post into the master thread about this issue.
Please check that you have tried all the troubleshooting steps described in the OP.
Elite7555
Rising Novice
4 months ago
Thank you!
Yeah, I already tried all that 😢
EA_Shepard
Community Manager
3 months ago
Elite7555 Hey there!

Just following up to see how things are going. Are you still running into any issues with the game? Let us know if you need any assistance.

Cheers
Elite7555
Rising Novice
3 months ago
Hey, thanks for reaching out!
Unfortunately, yes, the situation hasn't changed 😥 Just freshly re-installed the game (with multiplayer DLCs) and it's still asking for an online pass. Any assistance that you could offer would be highly appreciated!
EA_Shepard
Community Manager
3 months ago
Elite7555 Can i get the EA ID that you use to log into the game with?
Elite7555
Rising Novice
3 months ago
Same as user name, Elite7555 😀
EA_Shepard
Community Manager
3 months ago
Elite7555 Thanks. I would run a repair on the game again real quick if you have time and try again. If you have more than one drive, I would install the game to the same drive as the EA app just in case. The online pass is on the account though so it just needs to validate when the game launches.