Forum Discussion

Deadstar2040

Not applicable

6 years ago

Customer support not helping

Maybe I am missing something but I have been trying for 2 weeks. They keep telling me to create a ticket in game. I have explained EVERY time that I am clicking the Settings icon, hitting help, it po...

technical issues

EA_Lanna

Community Manager

6 years ago

Hi @Deadstar2040,

Unfortunately, there's no phone line up and active, our phones were closed when lockdown took effect. It's correct, in order for the support team to be able to offer assistance for our mobile gamers, they need players to send in a help ticket from the game account. When you reach out via other means, the information they need to assist is missing and they'll direct you back to the in-game account for a help ticket in order to gather that and start helping.

Can you add some more context about what issue you're experiencing? I may be able to share advise to help you out and save you go to support. Could you also share a screenshot of the message you're getting when you try to send in a ticket from your game? If I can't help fix your issue from the forum and it needs the support team's assistance, I'll try my best to help you get in a help ticket from your account.

- EA_Lanna

Deadstar2040

Not applicable

6 years ago

I am missing content from a purchase I made going on 2 weeks ago now. I sent screenshots of my player id (also typed it in my case), ally code and the proof of purchase. It was through my carrier not google otherwise I would have just disputed through Google. I click the cog in game, select help and it opens chrome (I'm using a Samsung S20 Ultra 5g) to the attached screenshot. I then scroll down and select contact us (attached) then it takes me to a create/resume case page (attached)

EA_Lanna
Community Manager
6 years ago
Hi @Deadstar2040,

Thanks for elaborating and sharing those screenshots. Missing content is something only the EA support team can help with so this will need an in-game help ticket.

Every step you've described following when opening an in-game ticket is correct. It should be opening up the browser to help you send in that ticket. In one of your screenshots there was a 'create a new case' button (highlighted it in red on the image under the spoiler tag). Can you click that and send that in during our hours of operation? Our new Hours: 8:00 a.m. to 11:00 p.m, UTC Monday - Saturday. This should send through the needed details the support team is looking for.

Spoiler

- EA_Lanna
- Deadstar2040
  Not applicable
  6 years ago
  I've done that a few times now, it takes me to the attached, i fill that out and it just creates a new ticket number (I make sure to enter my player id correct every time). It says select contact option, i click that,, it moves to the next screen (see 2nd attachment). I fill that all out and Then we just start the please send a ticket in game routine all over again.
  - Deadstar2040
    Not applicable
    6 years ago
    And yet again is the SAME RESPONSE for the 11th time from customer support, just a new name. They don't even read the case issue or notes
- Deadstar2040
  Not applicable
  6 years ago
  They still keep sending the same response