Forum Discussion

2 years ago

Solved

[RESOLVED] PC Code (3rd party) redeemed - Game not in EA app library

Hi, I purchased the game and entered the activation code to redeem the title. The code was accepted yet the title isn't showing up in EA Play and keeps asking me to buy it. The EA app crashed after I clicked the 'download' link - due to the outage you've been experiencing today. It now appears that I don't have the game registered to my account.

Can you help please?

CM edit: edited title for clarity.

EA_Leeuw
2 years ago
RESOLVED - Accepting as Solution for visibility purposes.

Hi everyone,

Many thanks for all the reports throughout the night.

The EA app teams have been hard at work to study all the symptoms of the issue that you have reported and they've found what was causing the issue for some, and have deployed a backend fix.

Therefore we're considering this issue, STAR WARS Jedi: Survivor™️ base game not appearing in the EA app game library after code redemption, as resolved.

If you still don't see the game in your EA app game library after you've redeemed a code for it, please try the following:

Double-check that you're logging into the right EA account

Double-check that you did not accidentally redeem a code for a DLC

Manually check for any EA app updates by running the EA app Updater program

C:\Program Files\Electronic Arts\EA Desktop\EA Desktop\EAUpdater.exe

Manually restarting the EA app: via the hamburger menu in the top-left corner > Help > Restart app

Manually reload the Library page: via the hamburger menu in the top-left corner > View > Reload page

Clear EA app cache: please follow these steps to clear the EA app cache

Reinstall the EA app: alternatively, please try to reinstall the EA app

If you're still having issues with this, please reach out to the support teams via https://help.ea.com/contact-us to check available support options.

We thank you for your patience while our teams worked on resolving the issue.

Please note: Origin is no longer supported for Windows.

207 Replies

Hany3
2 years ago
I have the same exact issue as everyone else.I redeemed the code for FC24, EA app successfully accepted the code. The game started downloading but it got stuck at "preparing" for like 5 minutes. I then canceled the download just to restart. The game is not showing in my library to restart the download. Tried to redeem the key again but it say "key is already used" which is expected because I did use it already. Tried to manually clear the cache from EA app, and manually restart it, game still not showing, uninstalled the EA app and installed an older version of origin but it says now that origin is unsupported on windows. Finally I installed EA app on a different PC, logged into my account and the game still not showing in my library. Tried to email EA support, got an email the EA stopped monitoring the support email and the support chat is not working either. Last time ever to buy anything from EA, completely unacceptable.
Hany3
2 years ago
@ibaitxu321 How could you contacted them, there is no support email that is monitored by them and support chat is not working either?
oibaf15103
2 years ago
I'm exactly in the same situation as you. It's unacceptable. I'll keep you updated if I can solve it, can you do the same thing too? If you solve it let me know how
1HerrMerksatz1
2 years ago
I need help i have the issue now and it is not May. I bought the game and redeemd it but i dont have it in library
TheEnvyOfSin
2 years ago
@Hany3 same here. Can u keep us updated ? will do the same.
coolnbool
2 years ago
@ibaitxu321
never use this app anymore, if you can avoid using EA do it, they dont care about their customers, i had the same problem and they take forver to reply if you create a case, best case scenario is to learn from this and just understand that EA is just a total waste of time and money
EA_Leeuw
Community Manager
2 years ago
Hi everyone,

Because this thread's original issue was resolved some time ago, the thread will be locked.

If you continue to experience the same issue with SW Jedi: Survivor, please create a new thread.

Thanks.