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TimothyParadox's avatar
TimothyParadox
Newcomer
12 hours ago

Mirror's Edge Cannot Be Downloaded

I own the game "Mirror's Edge" on the EA App. It's in my library. But when I click "download" I get the error "we've canceled the download because you don't own this game". I haven't played it in years. I tried downloading it again today, only to be greeted with the error message. It tells me to buy the game... that I already own. I go to the store, and I can't purchase it on the store, either. Because the EA App says it's already "in library".

So I don't own it so I can't play it

Yet I also own it so I can't buy it.

I tried contacting support. Indian fella reaches out. Clearly out of his depth, he says he's "transferring" me to a specialist. Estimated wait time: 4 minutes. I wait for over an HOUR. Nothing happens. I type in the chat, it's 1AM here in Europe, I'm going to bed and leaving chat open, I'll read your update when I wake up. I wake at 5AM and see a response at 02:30AM. Apparently this chap didn't even bother to read ANY of the chat before he joined.

"I don't want to rush you but to make sure that are we still connected? It appears that you are currently inactive, and unfortunately, this situation poses a challenge for us. As a result, this chat session will get disconnected automatically . Please reach out to us again if you need further assistance in the future; we'll be more than happy to assist you. Thank you for contacting EA Help and have a great day ahead. Stay safe!"

EA support apparently expected me to sit there FOR THREE HOURS (in the middle of the night for me)  until they finally patched me through. He closed the chat and now the case remains unresolved and I have ZERO MEANS of re-opening the ticket, and the option to open a new ticket is greyed out. 

Thanks for nothing, EA. I see you've changed nothing since the 2000s

2 Replies

  • TimothyParadox's avatar
    TimothyParadox
    Newcomer
    1 hour ago

    "We can’t reopen the previous chat or transfer you directly to an advisor from the forums, so the best option is to contact chat support again at a time that works better for you."

    Well, as I mentioned, I am unable to open another ticket. EA Help won't let me. The option to contact an advisor is greyed out.

    And now I see my previous case has been updated to "no fix available". Do I need to manually "close" the previous case before I can open another one?

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    5 hours ago

    Hi there, I understand that the long wait was frustrating. You don’t need to contact EA Help in the middle of the night. I’d recommend starting a new chat at a time that’s more convenient for you and when you have enough time available to remain in the session while an advisor is assisting you. Chat support is also available during the daytime.

    Wait times can vary depending on contact volume, and with the current launch period and several games being released, support teams may be busier than usual. If a chat is left inactive after an advisor responds, the session may eventually close automatically.

    For the Mirror’s Edge issue, EA Help will need to check the entitlement on your account. We can’t reopen the previous chat or transfer you directly to an advisor from the forums, so the best option is to contact chat support again at a time that works better for you.

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