Forum Discussion

EA_Leeuw

Community Manager

2 years ago

Re: [INFO] Pre-Order & Deluxe Edition content

Hello all,

I've merged some threads so it may have shifted a bit.

I see some of you are having trouble receiving or finding the Pre-Order and/or Deluxe Edition content for the game.

Please note: any purchases of the game made after or on April 28, 2023, are no longer considered pre-orders and therefore are not eligible for the pre-order bonus.

Unfortunately, we cannot help with missing codes via the forums, but we can share the following with you.

Physical (disc) editions of the game (Xbox Series S|X & PS5)

If you purchased a physical copy of the game from a 3rd party retailer such as Amazon or GameStop, and you did not receive the codes for the Pre-Order and/or Deluxe Edition content, you will need to contact the retailer again. Unfortunately, we cannot help with this as it is the responsibility of the retailer to provide game purchasers with a code for the additional content. Please see our disclaimer about this here: https://www.ea.com/games/starwars/jedi/jedi-survivor/disclaimers.
If you have purchased a physical copy of the game from a 3rd party retailer, and you received & redeemed the codes for the Pre-Order and/or Deluxe Edition content, but the extra content doesn't appear in-game after some playtime, please make sure that the DLC is also installed. To double-check if it is installed or not, please follow the steps in these help articles:
- Xbox Series S|X
- PS5
If the extra content appears as installed, but you are still unable to see & use the content in-game, please contact our support team via https://help.ea.com/contact-us to check the available support options for this. If you also have done all possible troubleshooting steps for this issue, which are mentioned below, and the content still doesn't appear in-game after some playtime, please create a Bug Report for this.

Digital editions of the game (console digital download, EA app, Steam & Epic)

If you have purchased a digital copy of the game, the Pre-Order and/or Deluxe Edition content will be automatically entitled to your account/platform and is accessible in-game after some in-game playtime.
To double-check if the extra content is correctly installed or not, please follow the steps in these help articles:
Troubleshoot missing Pre-Order and/or Deluxe Edition content for PC Steam:
- Go to the manage DLC page of the game in Steam (on the store page) > uncheck the DLC (the Pre-Order & Deluxe Edition content) > start the game > quit the game > go re-checkmark the DLC again on the manage DLC page > launch game again.
- Verify game files.
Troubleshoot missing Pre-Order and/or Deluxe Edition content for the PC EA app:
- Open the EA app > Click My Collection > Click on the three dots on the game tile of the game and choose the Repair option.
Troubleshoot missing Pre-Order and/or Deluxe Edition content for the PC Epic Games Launcher:
- How do I verify game files in the Epic Games Launcher?

Where to find the Pre-Order & Deluxe Edition bonuses

Pre-Order bonuses
The following item(s) can be found in the Customization tab, which can be accessed via the in-game main menu.

"Hermit" cosmetic set for Cal.

The following item(s) can be found on your Workbench.

"Combustion" blaster set.
"Hermit" Lightsaber set.

Deluxe Edition bonuses
The following item(s) can be found in the Customization tab, which can be accessed via the in-game main menu.

"Scoundrel" cosmetic for Cal.
"Rebel Hero" cosmetic for Cal.
"New Hero" cosmetic set for Cal.
"Galactic Hero" cosmetic set for Cal.

The following item(s) can be found on your Workbench.

"Rugged" BD-1 cosmetic skin.
"BD-Astro" cosmetic skin for BD-1.
"DL-44" blaster set.
"Rebel Hero" Lightsaber set.

Please let us know how it goes.

30 Replies

Metrinui
Seasoned Newcomer
2 years ago
Tried this multiple times, did not work at all. I don't have either the Pre-order bonus items or the Deluxe Edition items. All bought and played on Steam
bgsniper2001
2 years ago
@EA_Leeuw
"Go to the manage DLC page of the game in Steam (on the store page) > uncheck the DLC (the Pre-Order & Deluxe Edition content) > start the game > quit the game > go re-checkmark the DLC again on the manage DLC page > launch game again."

This does not work. Done it 3 times now, and no effect. I've also verified the game files and that doesn't work either. It's a bug with the game itself because I had them at some point, but they've just disappeared.
The proof below is that I have them and am not a dummy.
etcee1
2 years ago
Are you aware that Best Buy is telling people EA has either canceled the pre-order bonus or not provided codes for physical copies? You're blaming them, they're blaming you, and we just want the content we pre-ordered to get. You've marked this issue as solved and it is very much not solved
Thanks
SLY279
2 years ago
What a scam ea never gives best buy the codes then just keeps saying not our problem deal with retailer. So they get their pro Oder numbers for stock holders but don’t have to give anything in return. BIG SCAM. Would love for someone to start a claim suit against them.
rivermer
2 years ago
I purchase physical copy of PS5 Jedi: Survivor Deluxe edition. Whenever I try to enter code that came inside the game I get "To many failed connection attempts. Try again later." I verified that I am connected to the internet, PS network. After I waited 24 hours I receive the same message. I contacted Sony Online and they told me to reach out to EA. I believe the code that came with the game may be invalid. Is there anyone that can assist with this issue?
masterchiefsha
2 years ago
On the 27th I tried to buy the deluxe edition, and it said it wasn't available on the Xbox store. But it had the regular and said it would come with the preorder bonus. So the next day on the 28th I tried to see if I could get the deluxe edition, but I was never sent a preorder code for the Hermit outfit like it said the night before. How do I get my preorder code? Can you please send me one to my email or account?
siIentstep
New Rookie
2 years ago
@EA_Leeuw Where is my deluxe & pre order content? I have been subscribed to EA play pro for months now, and have had survivor preloaded as soon as it was available to. in game, i have no deluxe/pre order content. I have repaired the files, ive closed the app, restarted my PC, nothing
CraigN471
2 years ago
@EA_Leeuw Yeah, except I've already been playing for 20 hours on a copy purchased digitally from Best Buy, my "Pre Order bonus" has not shown up, does not show up in my Add On Content in the EA App, and even now after a repair, my Digital Deluxe content isn't showing up any more either, so I've been cheated out of *two* pre order contents now.

The way EA has handled this bonus is absolutely unacceptable and completely atrocious.
Tower816
2 years ago
Are they? With my time yesterday and today with the Best Buy customer support people, noone told me this, granted I bought the base digital version for pc for just the Hermit cosmetics...interesting
madhalaster
2 years ago
@Tower816 It was not until they emailed me that they told me that. The first agent I talked to was a chat support agent, and they told me they cant do anything with digitial items and to call support.
The next support agent I talked to on the phone send me to their digital department told me they cant send codes because there are no codes, and that the vendor told them that the codes are inside the game. They told me to return the game to the store and get another copy and the code would be inside it. She said go to the store, open another game there, and then call them back so they can tell the store that the codes are supposed to be inside the game. I asked her what the point of that is, and when there is no code in the game, which there wont be, what is my next step to get my code. She said she cant do anything because this is what the vendor told them. That was the end of that call.

I called again and talked to another support agent and she told they are having issues sending out the codesand they are aware of the problem and it is has been escalated and they are waiting for more codes and the fix, and to keep checking my mail over the day. That was the end of my second phone call, and I decided to wait, that was yesterday.

Today at 10:30am I received my first email from [edit: email address removed] with my reference number that the phone call lady had given me, which said the following:
"This is a follow-up regarding your pre-order bonus code for Star Wars Jedi Survivor.

We apologize for all the hassle and delay you may had to deal with while trying to get your code. This is not the experience we wish to provide you with. Rest assured this will be taken care of.

Please be informed that Pre-order bonus code is already integrated on the main game which means that it will be unlocked once you play the main game."

I replied to that email saying this is incorrect, I am playing the game and have gotten well past the point of having the content and that I need a code, and that the code still lists as "Preparing" on my order page. Then at 3:10 PM I received the second more detailed email I posted above telling me to contact EA. I have replied to that email telling them once again its not correct, and I also emailed them a screenshot of the community manager here on this forum telling us to go talk to the vendor. I have not received another reply back yet other than the automated response saying they are reviewing the email and will respond accordingly.

My order page is the same as yours. Game, 10$ certificate, and a pre-order bonus which still says "Preparing - Will send over email."
CraigN471
2 years ago
@madhalaster This is the most well worded reply over the absolute tomfoolery that we have all been going through over the last 24+ hours.

Thank you for sharing, this is identical to my experience between yesterday and today.
etcee1
2 years ago
@EA_Leeuw This simply isn't true. There are no codes from Best Buy, and they are telling everyone it's EA cutting them off and that we need to come to you. Regardless of whose fault it is we now cant get this content we paid for and only EA can actually provide the codes, so please help
justinjl6
2 years ago
I pre-ordered physical deluxe edition for PS5, well before release date.
Amazon (Australia) are telling me EA didn't provide them with any pre-order codes, and directed me to contact EA Support.
reactorfox
2 years ago
@justinjl6 wrote:
I pre-ordered physical deluxe edition for PS5, well before release date.
Amazon (Australia) are telling me EA didn't provide them with any pre-order codes, and directed me to contact EA Support.
Exact same conversations I've had with Amazon AU.
The last person I spoke with at Amazon provided me with a support ticket number and claimed they would call me back on May 2nd to follow up with their own internal investigation but I have some serious doubts that anything will come of it.
Riosxx
2 years ago
@EA_Leeuw repair option didnt work
grinchtonic
2 years ago
Hello,
I tried with the troubleshooting in Steam but the Hermit bonus still doesn't show up. Is there another way to fix this? Thanks🙂
Tower816
2 years ago
YES!!! Mine is still stuck at preparing also...wow! Well I guess its a lesson learned given I doubt any of us that are missing this stuff will ever see it. Oddly enough this is the first time I have ever pre-ordered a game from Best Buy and EA, which will also be my last. One would think with all the hype surrounding it, that while yes there will be bugs, something as simple as pre-order cosmetics wouldnt be one of them
Booflax
2 years ago
Throwing my voice in here too. Pre-ordered the standard edition from Amazon and never received anything. They said they will contact me in 72 hours after investigating the issue but don't have high hopes.
Not the end of the world but it's false advertising. Since Best Buy and Amazon are both having this issue, we can only conclude it's EA's fault.
ev1lbill
2 years ago
I bought it from EA through the EA portal and I had it at first and do not currently. I didn't purchase it through a third party. They're seeming hiding behind "it's a third party problem" when they have the same problem with their own portal.
ev1lbill
2 years ago
This borders on fraud. This isn't a kickstarter where you ~might~ get the end product with the extras.
CraigN471
2 years ago
@ev1lbill I am having the same issue with the Deluxe content (still missing my pre order bonus) Sometimes it shows up and sometimes it won't. I have no idea why it is so hard for a SINGLE PLAYER GAME to recognize downloaded content on the drive. This is asinine.
ev1lbill
2 years ago
@CraigN471 I haven't had them since the first time I launched the game. If somehow you have them equipped and lose them, don't take them off if you never want to see them again.
Wildernaess
2 years ago
Like others have conveyed, this isn't a very helpful or informative answer. For one, it doesn't make sense that the game key includes the pre-order items given that so many of us *did* pre-order and *did not* unlock the pre-order items despite unlocking the Deluxe items. Second, Best Buy has been reported on Reddit giving several different answers on this - some of them blame EA for not sending more codes while others have said it should unlock automatically. So which is it? Edit: Unless what BB means is that EA sent the wrong game keys AKA ones that didn't have the pre-order content included.
Regardless, how do we get the items? It seems very simply for us to be able to send EA and/or Best Buy et al (depending on how it works on the backend) with receipt/proof-of-purchase and receive a newly generated code. They're just digital items. Just fix it.
Crispy508
Seasoned Ace
2 years ago
figured I'd post as well. pre ordered from BB. standard edition for ps5. no code for bonus items. in my BB order it still says "preparing" for that part of the order. got no where with online help chat with BB. gonna try again this coming week. seems like it should be an easy fix just to generate new codes, or make the bonus items free dlc we can download
tehsimplz
2 years ago
@EA_Leeuw @EA_Barry Would you be able to provide the list of online retailers that participated in this promotional offer ? Or atleast would you be able if retailer PLAY GO SMART from slovakia - www.pgs.sk took part ?
Thank you.