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hnarke17's avatar
hnarke17
4 years ago
Solved

NBA Live Mobile Season 5 - LIVE Pass Not Unlocking Rewards

Anyone know why I got it and it just isn’t giving me anytning on it EA_Blueberry: Changed post title to improve visibility
  • EA_Blueberry's avatar
    EA_Blueberry
    4 years ago

    *UPDATE*

    Updating thread - This was fixed

    Hey, everyone.

    The team is aware of LIVE-Pass rewards not being unlocked. Thanks for letting us know and we'll share updates with you as soon as we hear them! 

EA_Blueberry's avatar
EA_Blueberry
Icon for Community Manager rankCommunity Manager
4 years ago
@acebooalfonso

Thanks. Can you try deleting the app and re-install it? That can help push transactions through that are delayed to the servers. I've seen this happen right after a recent purchase and it will correct itself out. Can you let me know if they don't show up for you 24 hours from now?
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago
    @acebooalfonso To be clear, do you not have access to the LIVE PASS at all (showing you didn't purchase it) or are the rewards unable to be claimed?
  • acebooalfonso's avatar
    acebooalfonso
    4 years ago
    @EA_Blueberry That what it shows but you can check my account of all my purchases, yes the reward are unable to claim, the premuim live pass is still on the store, when i click it it says i have already purchase it
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago
    @acebooalfonso

    I'll check with the NBA LIVE Mobile team on whether they're aware of a known issue about this. When you go to your purchase history for your device, does it show the LIVE PASS was successfully completed?
  • acebooalfonso's avatar
    acebooalfonso
    4 years ago
    @EA_Blueberry Thank you very much, it says i have paid for the LIVE PASS. I hope this will end soon, thanks again
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago
    @EA_Blueberry wrote:
    @acebooalfonso Can you DM me your User ID?


    @acebooalfonso Just a heads up, I'll be taking off for the night as my shift is over. I'll get this looked into for you ASAP tomorrow morning. 

  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago

    @acebooalfonso 

    I forwarded your info along. What I recommend doing though is opening up a case at our Help site via in-game under Settings>Help/Customer Service and attach a proof of purchase of your LIVE PASS to the case so our team is aware of it impacting your account. I'll update you here on what I'm able to find out around this. We're not seeing widespread cases though, so this could be very isolated where we'll need to have our Support team pull up your account to determine what is causing it. 

  • acebooalfonso's avatar
    acebooalfonso
    4 years ago
    @EA_Blueberry I send you the recept from pay.google, i dont have anything here in (Settings>Help/Customer Service and attach a proof of purchase of your LIVE PASS) because i created EA accnt after the problem, thank you
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago

    @acebooalfonso 

    Did you purchase the LIVE PASS on a guest account? 

  • acebooalfonso's avatar
    acebooalfonso
    4 years ago
    @EA_Blueberry No, I purchase using my facebook accnt..on my friend's phone, cuz i can't buy on my device always failed
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago

    @acebooalfonso 

    Has that worked for you in the past? 

    You definitely purchased it under your Google account and not accidentally under your friends? If they were signed into their Google account on the device, the purchase would be on their account and wouldn't sync up to your account despite you being logged into the game via Facebook. 

  • acebooalfonso's avatar
    acebooalfonso
    4 years ago
    @EA_Blueberry My friend does'st have the game, i was logged on my facebook i purchase it by my card, so I think there would'nt any problem I've done that in other games..if you check my nba live accnt would it appear that i purchase it as I send you the receipt
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago
    @acebooalfonso Even though you are logged into your Facebook account, was the card details entered under their Google Play account since it's on their device? If they never logged out of their Google account on their phone, it sounds like the purchase may have went to their account.
  • acebooalfonso's avatar
    acebooalfonso
    4 years ago
    @EA_Blueberry my friend has no NBA live accnt so theres nothing going there, it should go to my fNBA live accnt through my facebook it is where i purchase, on my NBA live accnt..so why it is going somewhere especially he has no NBA live accnt, i use this kind of method in other games and no problem occur, just please check my accnt you have my ID check the recent purchases, thank
  • acebooalfonso's avatar
    acebooalfonso
    4 years ago
    @EA_Blueberry Can you track the receipt i gave you, and check you purchase that i hope my accnt my ID will appear, thank you its been a week now this will be Ok
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago
    @acebooalfonso

    I take it you're pulling up the receipt from your account on your device then, correct? I've passed this over to the NBA LIVE Mobile team and it's being looked into. I don't have any immediate ETA on when it will be fixed though. I'll keep you informed when I hear back.
  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hi, @acebooalfonso 

    My apologies for the delay. Found out they were not able to verify a purchase was made for that account and it seems likely the LIVE Pass was purchased on another account. You mentioned it was purchased on your friend's device, so it leads me to believe it somehow was logged in to their game when the purchase was made. 

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