Just would like to add for future players that are STILL experiencing this issue after months and months and no one seems to care or resolve anything.... live chat will also do you no good. I will even provide my entire, unedited chat so others know exactly how this support system works. Pretty much useless. 🤣
Abhishek Today • 10:31 PM
Hello! I'm here to help you find information and answer any questions you may have. How can I assist you today?
We're connecting you to an agent. Your estimated wait time is 1 minute. • 10:31 PMAM
Abhijit M joined • 10:31 PM
Hello! Thank you for contacting us. An agent joined the chat and will assist you now.
This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.
ME: Play Free Online Games | Pogo Pogo.com, Solitaire Home Story,
I click the tablet icon, click Story, and it shows Give Kate A Tour, but i cant use any stars and if i click on it, it freezes the whole game. been this way for months
Read • 10:34 PMAM
Hello there, Abhijit this side . Thanks for contacting EA, hope you are good today! Abhijit M • 10:34 PM
ME: Can you help me fix my issue?
Read • 10:37 PMAM
Alright! Please don’t worry — I’m here to make sure you get the correct information and the support you need.
To take a closer look at this for you, may I please have the email address associated with your EA account that you’re referring to? Abhijit M • 10:37 PM
ME: bXXXXXXXXXXXXXXXX.com <redacted>
Read • 10:38 PMAM
Thank you for sharing the email address , please let me validate . Abhijit M • 10:38 PM
ME: ok
Read • 10:42 PMAM
Your patience will be highly appreciated as this case may take few minutes. Abhijit M • 10:42 PM
ME: ok
Read • 10:45 PM
Thank you for your understanding .Abhijit M • 10:47 PM
I completely understand how important this is for you. As this is a technical/mobile issue and we have a dedicated team for that, If it's okay with you, I'd like to connect you with our dedicated team to make sure you get the best possible support, they'll be able to assist you right away. Shall we proceed ? Abhijit M • 10:51 PM
ME:yes
Read • 10:52 PM
Thank you for confirming. I am now transferring you to our specialist team. Abhijit M • 10:52 PM
ME: ok
Delivered • 10:53 PM
Transfer requested at 10:53 PM
We're connecting you to an agent. Your estimated wait time is 1 minute. • 10:53 PM
Abhijit M left • 10:53 PM
Abhishek joined • 10:53 PM
Hello! Thank you for contacting us. An agent joined the chat and will assist you now.
This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.
Hello! Thank you for reaching out to EA Help. I’m Abhishek , and I’ll be assisting you today. Abhishek • 10:54 PM
ME: ok
Read • 10:55 PM
I will surely check and help you out with freezing of solitair game issue. Since when are you facing this issue? Abhishek • 10:55 PM
ME:It's been at least 6 months, probably longer
Read • 10:56 PM
Have you tried on different browser? Abhishek • 10:56 PM
ME: yes, here is everything I have done as well as some specs:
Device Type: Laptop
OS Version: Windows 11
Browsers Tested: Chrome, Firefox
Current Browser Version: Chrome - 148, Firefox - 150
DXDiag: No
Error Messages or Error Images: When I click the little tablet icon in the bottom left of the screen, it opens up my story and tasks. When I click on 'Story' it shows "Give Kate a Tour" (under Chapter 3). When I try clicking on 'Give Kate a Tour', the screen just freezes. I can't actually click to give her a tour. It has been like this for at least 6 months... but probably much longer than that.
Troubleshoot Steps:
- Checked for browser updates
- Checked for device updates
- Restart device
- Restart internet equipment (have tried on 3 different internet networks)
- Disabling VPN
- Verified no pop-up blockers
- Clear Cache and Cookies
Read • 10:57 PM
Thanks for the details.I really appreciate your enthusiasm towards the game and as you are our valuable player and we appreciate players who let us know when things aren’t right!, my first step now is to document it and get our research team to double check it. Sounds good?Abhishek • 10:58 PM
ME: Ok. Reading the EA forums, this has been an issue for several months from several different players. So, this doesn't appear to be a new issues. Seems like there should already be a ticket for it?
Read • 10:59 PM
I have documented the details in my case notes to report the issue to our team. If this is a known or emerging issue, updates will appear in-game. As of now, I have made detailed notes of this report and forwarded them to the responsible department who will investigate the matter further and I hope that in the next update they will be able to make the desired changes. Abhishek • 10:59 PM
ME: Is there an ETA of when a new update will be released? Again, this appears to be an ongoing issue for several players for several months.
Read • 11:00 PM
I have menitoned all the details in my case notes for our team to investigate. If there is any update our team will provide it on our socials or ingame notifications. Abhishek • 11:01 PM
ME: Ok. So I won't get any other notification or information of patches/fixes/time frames? I just have to sit and wait for an update to the game and continue to not be able to use it, just like all the other users for months and months?
Read • 11:02 PM
Our team will provide the details through notifications.Abhishek • 11:03 PM
ME: Notifications how? In game with an update notice? email? through EA messages?
Read • 11:04 PM
Ingame notifications. Abhishek • 11:04 PM
ME: Hmm. Ok. Well, I will say this was about the most useless support I've ever received from a company. Especially for being someone who works for a software company. I'm just going to go with this will never work and your company doesn't really care to fix anything and as long as they are getting money they will just proceed as things are. Not really your fault, just what you are told. Thanks for no help
Read • 11:06 PM
I can completely understand your concern and I wish I had any option on my end to make changes to resolve the issue right away. Would there be anything else I may assist you with? Abhishek • 11:07 PM
ME: nope
Read • 11:08 PM
If you need further assistance in the future, please feel free to contact us at help.ea.com. Thank you for contacting EA. Have a great time ahead! Stay Safe: Abhishek • 11:08 PM
