In case anyone is interested. I had that same issue and did what ExLo05 suggests here:
I had the app's language set to Spanish. I switched it to English. I reinstalled the game (plants vs zombies) and it finally worked well
This is my exact issue, including having no option to choose the EA Launcher as the platform that I use. I have tried the so-called customer service, but I am only getting the runaround. I just purchased this game through EA directly on 6/8/23. Within a couple of days, I have this same issue, with it wanting some product key.
The "customer service" or "help" options have done nothing. All I get are random responses that are just fill-in-the-blank emails. I have even received multiple emails that are exactly the same, but from different people. I was asked to verify my account twice. I was given instructions twice to go to "live chat," which does not exist. I have been told twice that the game has been "sunset" and they cannot grant me the game, and I have now been told twice that they are working on "this issue" and to wait. I was also told that I didn't purchase the game through origins, and that I need to contact the retailer where I bought the game. I literally am!!! I bought the game through EA, and I have provided them the proof repeatedly. I have asked just to give a refund since I purchased the game recently and now they took it away.
They are completely ignoring my refund request.
EA, your customer service is a joke. This is the WORST experience I have ever had with any customer service, ever. It is so bad that I don't even want to use any more of your products, and I have always been a huge fan of Sims. Although next, I will have to see if that game works after the switch occurred.
This has been an absolute nightmare. I have now 18 total emails that only give me the runaround. Every single email is from a different person, an there has been no help whatsoever.
@Seaandra assistance asked me 6 times proof of "game not working" and proof i own the game. 6 times.
i was telling them my problem, i told them the exact steps i followed... they listed again the same steps i told them i already followed
they told me to use Live chat assistance and then they closed my request without any solution (i changed 3 operators)
they told me it's ADD ON problem and for security they can't act... it's a pity this game has no ADD ON but it's the whole game not working
Today they asked me again for all of the initial information. My email, the platform I use, what is the error, etc. When I tried to respond that that again, now I get a response saying that the email is no longer monitored, and cannot be recieved. I tried twice, thinking it was an error. Same message. When I go online, it says "waiting on player," yet there is no way for me to respond anymore. I have never even been ugly with them or used any sort of foul language, so there is nothing on my part that was done that would explain why they will no longer accept my response, especially since they are the ones who just asked me for more information. I just submitted a complaint to the BBB, buy I doubt that will do any good, either.
They just want everyone to give up, so they keep our money. This is completely unacceptable.
@Seaandra has i told here before i sent them 6 times the proof i own the game and the game doesn't work...
you know Ouroboros tales? the snake which eat his own tail making the infinite sign... well for me EA assistance was that. i told them my problem explaining exactly what was going on and they came out "so you have done this? redo it"
man it didn't worked before why i have to redo it...
they told me to do 6 steps? i did them i show them i did they again told me to redo them... frustrating
I agured with live chat for 15 mins because the guy pulled out 3 random articles to "fix" my problem. One was to clear my cache, the other was to clear up a .dll error (in game) and another was to fix graphics (in game) none of the articles mentioned PvZ.
BBB told me to reach out to the attorney generals office or do legal action. Since I have prepaid legal I think a threatening message from my lawyer might do something?
Keep up the fight guys, I plan to hit up livechat again and waste both our time. Sooner or later support might fix the problem they started. But after a month I'm not holding my breath.
