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Wuggers's avatar
Wuggers
3 years ago
Solved

Missing crystals, in game help getting nowhere

Hi, I have had a ticket open for missing crystals from a pack I bought since the 15th April. I have been back and forth with in game help daily since them and have almost given up,but the point is I...
technical issues
  • EA_Lanna's avatar
    EA_Lanna
    3 years ago

    Hi @Wuggers, 

    I'm sorry. I'm afraid we aren't set up to look into these cases on Answers HQ. If you're missing content, like crystals, you need to stick with the support team. 

    As crystals are the premium currency, please have valid proof of purchase on hand along with your Player ID or Ally Code so EA Help Advisors can confirm the purchase and check the account for the content. If they can't see the content arrived on the account, they'll be able to help add it from there. 

    This EA Help article will provide more guidance on contacting support.  

    - EA_Lanna

EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
3 years ago

Hi @Wuggers, 

I'm sorry. I'm afraid we aren't set up to look into these cases on Answers HQ. If you're missing content, like crystals, you need to stick with the support team. 

As crystals are the premium currency, please have valid proof of purchase on hand along with your Player ID or Ally Code so EA Help Advisors can confirm the purchase and check the account for the content. If they can't see the content arrived on the account, they'll be able to help add it from there. 

This EA Help article will provide more guidance on contacting support.  

- EA_Lanna

  • Wuggers's avatar
    Wuggers
    3 years ago

    OK, I understand. 

    But can you get a message to the team to tell them to escalate the issue as they claim they can't validate the proof I've sent as pdf files, can't see the screenshots I've sent despite they're clear my side (I have asked if I can email them, without response).

    And now because it's been going on so long they claim they can't see my player details any longer, and want me to start a new ticket, which is crazy because this one has gone nowhere in nearly 20 days

    • EA_Lanna's avatar
      EA_Lanna
      Icon for Community Manager rankCommunity Manager
      3 years ago
      Hi @Wuggers,

      I'm sorry, there isn't anything I can do to help expedite the case for you. As frustrating as it might be, you'd need to persist with the support team. If they weren't able to see the older case due to technical issues on their side, they can't proceed with the case. They need to be able to see the information, so the best thing to do is start up a new case and attach the information again so they can help from there.

      Once the necessary information has been gathered on your side proof of purchase and your Player Id, and ensuring the proof of purchase attached matches exactly the criteria asked for in the guide, they should be able to then look into the missing content for you and help from there.

      - EA_Lanna

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