Forum Discussion

lovebug1260's avatar
lovebug1260
3 years ago
Solved

Club Pogo Subscription Not showing as active, when it should be

I have a year subscription I believe I added it around may 2022 so I know I am up to date. Every time I log in it says "join club pogo". I can only play certain games and have to sit through ads. Thi...
  • EA_Illium's avatar
    EA_Illium
    3 years ago

    **Update

    Marking this Post as Solved for better visibility, see information below***

    Hey Everyone, 

    We are seeing some reports of players who should have a Club Pogo subscription or recently renewed one not showing on their accounts. I would first recommend checking your account status (Select your avatar in the top right > Select My Account > Under the "Billing and Subscription: section) or reach out to our support to confirm your current subscription status.

    • EA Help website - Live Support (Phone, Chat, Email) 
    • Twitter - Select the message icon to get assistance   

    If you continue not seeing your Club Pogo status after going through the above, let us know the following information and we can pass it on to the team. 

    • Screen Name:
    • Location:
    • Payment Method Type (Visa, MasterCard, Paypal, etc.
    • Case number (if youhave one)

    • Should you have an active club pogo?
    • How often does your subscription renew (yearly, monthly, etc)?
    • When did you last subscribe or renew your subscription?
    • When did you first notice this issue?
    • Have you tried any troubleshooting so far?
teenseyprincess's avatar
teenseyprincess
3 years ago

i  paid for a year subscription in club pogo and cant play none of the games says i have to join club pogo

EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
3 years ago

Hi @teenseyprincess0, 

If there's an issue with your subscription, you'll need the contact the support team directly. They ca be reached through the steps shared in this link: 

How to contact support: https://answers.ea.com/t5/Technical-Help/Creating-a-Support-Case-Ticket/m-p/11543973/highlight/true#M12855.

You'll see grey boxes titled 'Spoiler'. Click on those grey boxes to get a visual of each step for more help completing those steps. 

- EA_Lanna

  • gonzozzy's avatar
    gonzozzy
    3 years ago

    I've contacted help through all avenues, just get told we're working on it. How long should it take?  I even asked for a refund of my remaining subscription and that wasn't addressed in any way. Not a no, yes or anything...

    • jump1jump2's avatar
      jump1jump2
      3 years ago

      Same story for me for weeks. No help from EA at all. Just told to be patient, they are working hard on it.

  • dutchessofcows's avatar
    dutchessofcows
    3 years ago

    PROBLEM SOLVED!!!

    PLEASE, have customer service call you. It may be a pain, but it pays off to be persistent! Finally, after 3 days of fighting to get in I call CS yesterday, didn't really get anywhere. Today I had them call again. FINALLY got someone who knows what they were doing. At first the guy seemed shady but he proved me wrong! I followed his directions to go into my task manager and disable a bunch of things and restart my computer. He swore he was not kidding, he promised me it would work. I told him if I have to get a call back, I am going to be seriously mad (not exactly but you get the ides),  When my computer restarted, everything was still here and when I connected to the internet and typed in POGO.COM, it came up! I had to change my password (be ready for that). Just don't give up. It took a few people for me to go through to get it, its just the matter of how many? Hang in there, I am confident this will work. Basically when you first talk to them, bypass the diagnostics, did that already and it didn't work. I need you to walk me through going in and doing all of this and wait for my computer to restart and when POGO comes up, we will be fine. until then, find me someone that can if you can't! DON'T GIVE UP!!!!

    • Lutjebroek99Ih's avatar
      Lutjebroek99Ih
      3 years ago

      @EA_Lanna I'm sorry, but my Club POGO subscription renewal issue is still unresolved, so I don't think this topic is 'solved'. For me it's not.

       I have been a Club Pogo member for many years on a yearly membership with auto renewal.

      This year I didn’t get any renewal notification at all, no charge on my credit card and on October 1 I found out that my POGO account was set to Free player (see my first post #9).

      I first went through all the steps you indicate here and checked my Pogo account again. I saw that my credit card has a green check mark so its (still) verified (see attachment).

      Then I contacted (via chat) EA Help (I have a case number).

      Their response was: Quote "I have checked the details the issue that you are facing is something which we're already aware of. We're receiving similar reports from other players around the globe.

      Good thing is that this has been brought into the notice of our game team and they are diligently working to fix it as soon as possible.

      I would request your cooperation while the team gets this issue fixed." End Quote

      So I waited a week, tried a few times in between to renew my subscription myself on the POGO site, but every time I get the message "Internal Server Error. Looks like something broke in our servers. Please refresh the page or try again later. "

      So my renewal/payment failed every time.

      Then I contacted EA Help again (via chat + case number) and they said: Quote "As I checked into the account I see that you have attempt to make the payment multiple times but the payment doesn't went through because your bank has rejected your transaction request. I suggest you to please reach out to your bank or use another alternative payment method". End quote

      I have no other credit card and therefore no other payment method. (On another EA account that I use for purchases for The Sims, I very regularly pay with the same credit card through Origin and have no problems paying there).

      But I contacted my bank anyway and they confirmed that my credit card is NOT blocked and they did NOT block any transaction. The only thing they advised was that I should turn on my push notifications in my banking app so I did that.

      Then I tried again via the POGO site to renew my subscription for 1 year and again I got the message "Internal Server Error. Looks like something broke in our servers. Please refresh the page or try again later." So my renewal/payment failed again!

      I don't know what to do next as the problem is not on my side but apparently with EA/POGO.

      I miss Club Pogo so I'd like someone to help me out with this and not send me off again with ‘EA is working on it’ or “the problem is solved, accept as solution’.

      My POGO screenname is Lutjebroek99

      Thanks in advance for your reply.

    • jump1jump2's avatar
      jump1jump2
      3 years ago

      What was his name? Can you remember what he had you do?

  • capamerica713's avatar
    capamerica713
    3 years ago

    when  will i  see  my  club  pogo  acct  fixed  as  was  told  i  was   club  pogo  active  as has  93  day  n  i  added  a  3  month membership  as   it seem my  Maste78  club pogo  acct  was  affected  by  pogo  issue  which  has  me  lock as  free  player  when  suppose  be  club  pogo  active   as    it  seem  be  a   ongoing  issue   with  the  pogo  website   as  need  know  when  this  will egt   fix  so  i can  be able  play  club  pogo  game   n   challenge  n  badge  as  this issue  starting  get  frustrating   as  i  tried  contact ea help thru  chat  n  phone  request  n  was  only  assisted  by  ea  help  on  facebook  who  told  me  this  issue  seem  affect  my  acct  as  cant  use  it  way   it  is   

  • julstanford's avatar
    julstanford
    3 years ago
    @EA_Lanna We have ALL gone to support with no help from them at all. Just keep being told it is being worked on month after month after month. Please find us HELP

About Pogo Technical Issues & Bugs

Join the Pogo community to talk about game issues, browser and HTML5 troubleshooting, and report bugs in the games.4,462 PostsLatest Activity: 15 minutes ago