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horrorfan731's avatar
horrorfan731
Seasoned Newcomer
2 months ago

Can’t Download EANHL25 deluxe preorder for early access

So I preordered EA NHL25 deluxe edition on PS5 so I could play 7 days early. I went to download it on the day it’s supposed to be available and instead I see the countdown until release day. I check my games library and it says “download” as if it’s available but there’s no option to download. I check the PlayStation website library that has an option to click download but it just says “waiting” for the last 20 hours. The PlayStation app has a download option but it said “error” with no code or reason. I checked with PlayStation support and didn’t get any help saying it wasn’t an issue on their end. So I’m resorting to this, if it isn’t fixed today I’m demanding a refund, it’s truly horrendous that I can’t get a direct answer from EA and have to go to a community forum. 

downloads
installation
playstation
  • xxPurch's avatar
    xxPurch
    Seasoned Newcomer
    2 months ago

    I am in the same boat, my "Download" button has a timer countdown to the standard edition release date as well. Even my EA play 10hr free gameplay does not work. I spent 1.5hrs with PS support trying different fixes and they ended up telling me I need to wait....currently working on getting that refund now.

  • xxPurch's avatar
    xxPurch
    Seasoned Newcomer
    2 months ago

    This is what EA Play support has told me...."I just checked our team and yes, we have also received similar contacts from other players. The good thing is that our involved team is aware of the problem and already working on a fix for it. So you don't have to worry as the problem is not on your side and will be solved really soon. We are currently working on identifying all of the affected players from our database."

    • TheArrowRocks's avatar
      TheArrowRocks
      Rising Newcomer
      2 months ago

      I talked to Xbox Support they send me to EA I talked to EA they sent me to Xbox Support so somebody give me my Hughes pack or a refund. xxPurch have they given yours yet?

    • horrorfan731's avatar
      horrorfan731
      Seasoned Newcomer
      2 months ago

      At least you got that response. In my experience I was told “it’s definitely an issue on your end” followed by no responses. They told me to try restoring licenses by entering safe mode and when I told them safe mode wasn’t working they just repeated how to enter safe mode. This is only my second ever issue as a PS5 owner and it’s frustrating that I’m getting essentially 0 assistance from Sony. 

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    2 months ago

    Hi there. Apologies for the late response. I was away for the weekend. 

    Are you able to initiate the download by going to the PlayStation store in a web browser?

    • xxPurch's avatar
      xxPurch
      Seasoned Newcomer
      2 months ago

      No, it would not work. It just queued and said "waiting" but nothing more would happen.  When clicking on the EA trail button, it would come back with an error code.

  • xxPurch's avatar
    xxPurch
    Seasoned Newcomer
    2 months ago

    Yes I got a refund from PS, once I did that my EA play trial period worked instantly.

    You are unable to restore the license anyways as its not downloaded to your system, they got rid of that option in one of their system updates. You can only restore games that are downloaded on your system.

    its an issue with EA IMO, I see on other forums people had the same issue when trying to upgrade their NCAA game.

    Call PS ([Phone number removed]-345-7669) and get your refund.

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