I never received my 2 XFactor player cards for my preorder on XBox X/S version. I don't know where to go or how to contact someone so I can get this resolved. Any help would be great thank you!

The same problem on PS. But I am only one here, I think. Aye, people, we pay them respect for another 1 month development patch, we pay 100 bucks for it, but they treat us like s.When you get this packs, Ferraro won’t fill even the 4th line and all X-Factors cards will be in your roster, especially Mathews and Drai, cause McJesus, Crosby or Ovi never drop in them.Listen, we are NOT gamesharers. We did NOT launch the old gen version BEFORE the next gen. You SHOULD move unopened preorder packs between the versions or untradeable cards of them. We paid for it. If your system or CS cannot do it, you are useless. Useless and somehow harmful mediators between player and company.in 2016s we could move UT players between the teams and recover them if team was accidentally deleted. That’s what customer service was.And what now? We can not do anything, did you try this stupid thing or that obvious one?

@EA_Aljo I've reached out to Microsoft multiple times and they've confirmed that I have X-Factor entitlement. They've reiterated multiple times now they've had a large number of reports of the same issue and that this is an EA issue as they don't control in-game content. I do not game share and there seems to be an underlying issue with edition entitlements if you pre-ordered the standard edition and upgraded to X-Factor post-launch.This is getting quite ridiculous and even more frustrating that you're trying to deny a recurring problem that many are facing. At the very least acknowledge the issues, empathize with your community and look for a solution.

Console: Xbox Series XSeptember 8th - pre-order NHL 22Play HUT throughout the EA access trial and spend a fair amount of money on packs.October 16th - EA access trial expires. Wasn't sure when the game was officially launching. Check the Microsoft and realize the game launched. Check my owned games and click NHL and get a warning message about Gen 4 & Gen 5 progression???? Realize I pre-ordered the Xbox One version and not the Series X version. NEVER PLAYED ANY GAME MODE AND DID NOT CREATE A HUT TEAM ON GEN 4. Contact Microsoft and explain the situation about ordering the wrong version for my console (It is early morning Oct 17th at this point). They happily refund me for the Xbox One version and tell me to purchase the Gen 5 version. After really enjoying HUT I decide to buy the X-Factor edition. October 17th - Received my loyalty packs but none of the X-Factor bonuses.October 18th - Contact EA chat support and explain the issue of still not having received my X-Factor packs. They assure me that this is a known issue that they are working on fixing and that they can't help help me at this time but to keep checking as the team is working on fixing it.October 19th - Follow-up with EA Help Twitter asking if they know when we can expect a fix for the missing X-factor bonuses. They ask me to elaborate on my missing info so I run them through the summary of my issues. EA Help Twitter replies: "We are not seeing any issues with anyone missing their edition rewards". I let them know that I was told by EA chat support that this is a known issue and the team is working on fixing it and I can share with him the chat log that I saved. They reply acknowledging that although many players have reported not receiving they looked in to it and determined that everyone has received it or they weren't eligible. EA Help twitter tells me that I have to contact Microsoft (retailer). I contact Microsoft and what do you know... They say that they've seen a number of the same reports and that they do not control in-game content and this would have to be addressed by EA. Microsoft agent confirms that my profile has X-Factor version entitlement.Start searching online and very quickly find dozens of people complaining about the exact same issue and that they're all getting different answers and direction about this from EA. Some told that the problem is being fixed and to sit tight, some sent into the Microsoft/EA support loop, some told that there isn't any issue. I buy NHL every year, without fail... I always pre-order. I pre-ordered the wrong version which is my mistake. You guys can't honour the pre-order status as the version was updated post-launch? I get it, fair is fair. But what about all of the X-Factor bonus content that I haven't received? Why did I just spend an extra $40 for nothing?

@EA_Aljo Microsoft is referring us right back to EA as Microsoft cannot control in-game content. It is infuriating to keep getting the run around from all different EA points of contact. Saying that it isn't a known issue is either an outright lie or just willful ignorance. I've seen dozens of different posts from people all in the same situation across this forum, twitter and reddit. This needs to be addressed or offer a path to refunding the difference between the standard edition and X-factor edition.There is also no warning message or pre-release information about bonuses being applied to the first loaded version. I didn't even load up the XB1 version after purchasing the X-factor edition. Please view my post (that was moved out of it's own thread and into this topic for some reason. I assume to optically minimize the amount of threads complaining about the SAME issue that you claim doesn't exist). Would love to have someone reach out to discuss this issue further. I'm assuming that there is some flawed logic in the entitlement code for certain scenarios.

@EA_Aljo I understand that, but regardless of whether it is a known issue, it is still an issue that plenty of us are experiencing. Based on others’ conversations with Microsoft/Sony, they can’t grant that content even if the license for the content is already tied to our accounts, which is why they are directing us to EA.It’s not an issue with owning the license for the content; it’s an issue with the game granting us the content based on the license we own. That responsibility doesn’t fall on Microsoft or Sony.

Never received my xfactor pack | EA Forums

36 Replies

mikeyrev99
New Rookie
4 years ago
@EA_Aljo I understand that, but regardless of whether it is a known issue, it is still an issue that plenty of us are experiencing. Based on others’ conversations with Microsoft/Sony, they can’t grant that content even if the license for the content is already tied to our accounts, which is why they are directing us to EA.

It’s not an issue with owning the license for the content; it’s an issue with the game granting us the content based on the license we own. That responsibility doesn’t fall on Microsoft or Sony.
BSBully79
4 years ago
EA is willfully denying us our paid content and i know for a fact a lot of people experience this same issue. They are turning a blind eye hoping we go away.
Another alltime low for EA here.
BSBully79
4 years ago
@EA_Aljo MIcrosoft can clearly see the entitlement to the pre-order content. That is not the problem. It is purely a faulty roll out by EA who messed up the dual entitlement thing.
No i do not game share, no i did not install or play the last gen version first.
Now do your job and provide customer service for the extra money we paid.
Baxxg
Seasoned Rookie
4 years ago
@EA_Aljo
What about next months diamond packs, How do we switch the preorder content to the Xbox X/S version?
Baxxg
Seasoned Rookie
4 years ago
@EA_Aljo
I only downloaded series s/x version. Played the 10 hour trial & 3 day early access on the series s/x version only. Played the series s/x version Oct 15 & 16 still no preorder packs or points that I purchased. Check my download history.
EA_Aljo
Community Manager
4 years ago
@Baxxg

For missing points, wait 24 hours after they were purchased and then open a case with an advisor here if they still haven't shown up. As far as the pre-order content goes, an advisor can investigate your account to see if it was received or not.
piikerr
4 years ago
@EA_Aljo Does this apply to X-Factor bonus content (not the pre-order bonus)?
EA_Aljo
Community Manager
4 years ago
@piikerr

If you're talking about the post launch X-Factor edition, you would need to contact the retailer the game was purchased from for assistance.
BSBully79
4 years ago
@EA_Aljo you are obviously in the dark about the problems we are experiencing or you are willfully lying.

I preordered my joke of a X-factor edition on 28th of september. I did not touch the Xbox one version in any form. I and many like me did not recieve our X-factor content nor will we recieve daimond packs in the future. We paid good money and we have absolutely nothing to show for it. Microsoft or any other retailer has NOTHING to do with this as they confirmed they could see we are entitled to the X-Factor extra content that ONLY EA can provide.

Now go inquire and show us that you are not here to be EA's excuse maker and come up with something tangible mate. This is a disaster how this is being handled and i will tell you that this will not go away.
EA_Aljo
Community Manager
4 years ago
Just to reiterate, if you're gamesharing with someone, only the account that purchased the game will receive the pre-order content.

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Never received my xfactor pack

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