So I bought this game in around 2013, wanted to play with it after a very long break but had to realize it wasnt in my library. I checked all my e-mails none of them has the game in it.
I tried to contact the support but no response. (probably because of the virus)
What am I supposed to do?
Hi @nemo0040 - First, double-check that you don't have any filters turned on in My Library. On the top right-hand corner, click the "Clear all filters" to show all the games on the account.
Next, if it doesn't show up in the library at all, is it possible that you had a different account back in 2013 when you purchased the game? It's really easy to forget old emails / passwords / account names (the older I get, the easier it becomes for me 😃) To check, go to https://www.ea.com/ and log in to your account. Click on the Order History tab on the left and then change the drop-down boxes to show All Statuses and All Dates. Hopefully, it shows up in there.
If not, try logging in to https://www.ea.com/ with any old emails & passwords that you can think of, just in case it's registered under a different account. If you find the game in a different account, then follow the directions here: https://help.ea.com/en-us/help/account/accidental-second-ea-account/ It is possible to merge two accounts, but it's also risky. Be sure to read about Persona Transfers before deciding.
If you still can't find it, you'll need to request Account Support with Customer Service Unfortunately, there's nothing anyone on AHQ can do to help out. I know that the support hours have been changed temporarily due to the coronavirus pandemic, so please be patient as they are undoubtedly experiencing a heavy load. Stay safe and Happy Building!
