Please help @EA_Blueberry ! I've tried Apple support AND EA support through the (Contact Us) option with no luck, I need an expert!Product: NBA Live MobilePlatform: Apple iPhone 11 Pro MaxSummarize your bug: For last few weeks, I have been unable to make cash purchases on the app. Exact error message: "PURCHASE FAILED: We're sorry but the transaction was not successful. We'll try again later."How often does the bug occur? Every time (100%)Steps: How can we find the bug ourselves? Hopefully pull up my User ID and reset it somehow?What happens when the bug occurs? Error message pops up, unable to purchase item in Shop.What do you expect to see? Apply Pay pop-up allowing purchase to succeed. All other apps (including other EA apps like FIFA/Madden mobile) still function correctly.

@CaptainClappin93 This is a shot in the dark and can't guarantee it will work, but maybe refreshing app purchases can fix this. Can you try toggling in-app purchases off and back on? Enable In-App Purchase for iOS Device Go to device Settings. Tap Screen Time. Tap Content & Privacy Restrictions. Turn on Content & Privacy Restrictions. Tap iTunes & App Store Purchases. Tap In-app Purchases. Check Allow

Purchase Failed | EA Forums

37 Replies

TheScholarAM
5 years ago
@PrausNicholsHey there! Ill relay this message to Blueberry, but i guess your best bet was the contact us option. If it didn't work, or the answers weren't helpful, I have a little less hope that Blueberry might change something. But I'll surely have him reply to this, as it's the weekends it will take 2 days to get him here. Sorry for the delay.
EA_Blueberry
Community Manager
5 years ago
@PrausNichols Hey what's up!

Are you still having some purchasing trouble? Double-check your purchase history and pending transactions section for your Apple account to see if there is anything showing up there you think could be the cause (ex: stuck transaction that is still in a pending state).

Have you tried restarting the iPhone, checked for software updates, or reinstalled the game? Sorry you're having trouble with this!
PrausNichols
5 years ago
Sadly, yes. I've tried all the troubleshooting steps that the (Contact Us) support team for EA have provided. Restarted, re-installed, checked for updates, reset network settings, cleared cache on Safari, etc. Nothing's worked. I've got another case ticket in to the support team and am waiting to hear back. I'm honestly at my wit's end, and kinda bummed 'cause I'd like to buy the Live Pass Plus.
Edit/Update: Don't know if this helps, but looks like Madden Mobile had an identical issue a few weeks ago and it had to end up being fixed on the EA side of things, with the community manager at the time stating that the fix/issue was on their end. Is this helpful? -> https://answers.ea.com/t5/Madden-NFL-Mobile/Purchase-Failed-We-re-Sorry-But-The-Transaction-Was-Not/td-p/6507994
EA_Blueberry
Community Manager
5 years ago
@PrausNichols Have you tried reaching out to Apple Support to see if there are any payment issues being experienced from their side? Although it's a purchase in our game, it ultimately goes through the Apple store. I've seen cases where it's account based.

We haven't seen a widespread amount of reports of purchases failing to indicate it's a confirmed game issue yet. We'll keep an eye out for more reports.
EA_Blueberry
Community Manager
5 years ago
@EA_Blueberry wrote:
@PrausNichols Have you tried reaching out to Apple Support to see if there are any payment issues being experienced from their side? Although it's a purchase in our game, it ultimately goes through the Apple store. I've seen cases where it's account based.

We haven't seen a widespread amount of reports of purchases failing to indicate it's a confirmed game issue yet. We'll keep an eye out for more reports.

Hey, @PrausNichols

Wanted to follow up one more last time just to see if everything got fixed so we can mark this post solved if there was something specific done we can recommend to other players under similar circumstances. Hope all is well and thank you ahead of time if you happen to reply back with an answer.
PrausNichols
5 years ago
@EA_Blueberry Thanks so much for checking in, Blueberry! Unfortunately, still no success. I've been bounced back and forth between Apple Support and EA Support again a few more times. So far, the only hope I've been given is that maybe it's an issue that will go away once the app has a major update, or a major iOS update drops? Other than that, still no luck. No pending/stuck transactions, no account/user ID issues, no clearing cache/data. I'm at a loss, honestly. I'd like to splurge on the live pass and the new (NBA RETURNS) promo, but looks like I'm out of luck. 😳
TheScholarAM
5 years ago
@PrausNicholsI, think there was an iOS update after you posted, like there was an iOS update, a major one, not sure before or after you posted. Did you have to update your app prior to dropping the issue here? If not I believe there's been a major update after that to the app.
PrausNichols
5 years ago
@TheScholarAM thanks so much! I tried checking again today for any iOS updates, and any NBA Live Mobile updates, and confirmed that both are up to date and current. Still not able to make the purchase. ☹️ I've got another ticket open with EA Support and Apple Support as a last-ditch attempt to save this. might have to give up after this.
TheScholarAM
5 years ago
@PrausNicholsWell oops message interpreted wrong, app's iOS update is what I meant but glad that you checked that too.
Let's see and hope for the best rn.
utrockets21
5 years ago
@EA_Blueberry I had this same issue the past 2 days. I updated to iOS 13.6.1 on Wednesday night and ever since then, failures. I've contacted the team multiple times but no one seems to be able to help me. trying to find any thread I can. It's weird because purchases work on an old android device so could this be an account issue?