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PrausNichols's avatar
PrausNichols
5 years ago
Solved

Purchase Failed

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 Mobile Platform: Apple iPhone 11 Pro Max Summa...
  • EA_Blueberry's avatar
    EA_Blueberry
    4 years ago

    @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
    1. Go to device Settings.
    2. Tap Screen Time.
    3. Tap Content & Privacy Restrictions.
    4. Turn on Content & Privacy Restrictions.
    5. Tap iTunes & App Store Purchases.
    6. Tap In-app Purchases.
    7. Check Allow
EA_Blueberry's avatar
EA_Blueberry
Icon for Community Manager rankCommunity 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's avatar
EA_Blueberry
Icon for Community Manager rankCommunity 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's avatar
    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's avatar
      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's avatar
        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.

  • utrockets21's avatar
    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?

    • PrausNichols's avatar
      PrausNichols
      5 years ago

      @utrockets21 @EA_Blueberry @TheScholarAM GOOD NEWS!! My issue has been fixed!! Unfortunately, the Apple/EA Support route didn't bear any fruit, any and all tips/advice there didn't fix anything. HOWEVER, it appears my glitch got fixed when an item popped up on the front page (along with the MOTD - message of the day) that was claimable. So, the most recent example would be that base Bosh/Wilt that can be claimed for the (This Date in the NBA) sets. Once I claimed that item, I was able to go into the store and make in-app purchases again!! 🙌 BACK ON TRACK BABY!

      • utrockets21's avatar
        utrockets21
        5 years ago

        @PrausNichols @EA_Blueberry @TheScholarAM  This didnt work for me, I just tried. My problem started when my phone automatically updated to iOS 13.6.1 so i'm hoping once Apple pushes out a small update again or NBA Live Mobile pushes out an update, the problem will be fixed. In the meantime, if I need to purchase, I go via my old android device

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