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benw0002d's avatar
benw0002d
3 years ago
Solved

Missing Freezing bug compensation

Hi there, I recently got the message in my inbox with the compensation for the recent freezing bug, however I filled in the survey about the bug and was led to believe that that meant you got nearly double the rewards, so I used the in-game help button to try get an advisor to help me out. But now, over a week has passed without the support replying and I never actually claimed the initial compensation I got in my inbox which since I was waiting so long for a response has now disappeared from my inbox, but I gained none of the resources, so at this point I have actually had none of the promised gear, shards etc. and was hoping someone here could help me out?

Thanks

Ally Code: 911-134-241

technical issues
  • EA_Lanna's avatar
    EA_Lanna
    3 years ago

    Hi @benw0002d,

    I'm sorry, we can't help with those cases on Answers HQ. If you're missing rewards, for anything, please get in touch with the EA Help Support team asap. Check out this thread for the steps on how to do that: How to contact support

    - EA_Lanna

6 Replies

  • benw0002d's avatar
    benw0002d
    3 years ago

    I forgot to clarify, I never claimed the initial compensation as I didn't want it to jeopardise the chances of me getting the double rewards I thought I was going to get by accepting just the basic rewards.

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

    Hi @benw0002d,

    I'm sorry, we can't help with those cases on Answers HQ. If you're missing rewards, for anything, please get in touch with the EA Help Support team asap. Check out this thread for the steps on how to do that: How to contact support

    - EA_Lanna

  • benw0002d's avatar
    benw0002d
    3 years ago

    Hi there @EA_Lanna, I did try to do that but its been 2 weeks now and I still haven't had a response, and there's no way for me to back out and start a new ticket when I press the help button, it just loads me back into the same conversation where no-one is replying

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

    Hi @benw0002d, 

    I'm sorry to hear the case has gone with a reply though. Odd that... this may happen when the case topic is set it to 'report a bug' as those don't get a response, but are reviewed internally. 

    Now that you have a case started, you can copy/paste the case id to the next agent when you start a new case. This will help point them towards the in-game ticket should they need one generated from in-game. Use one of these alternative methods to reach out to them:

    • EA Help website - Phone/Chat/Email - Availability may vary
    • Twitter - Select the message icon to get assistance 
    • Facebook - You can select the 'send message' option on the accounts home page  

    Thanks, 

    - EA_Lanna

  • benw0002d's avatar
    benw0002d
    3 years ago

    Hi again @EA_Lanna, I tried the EA help website when you suggested it last tuesday but I'm still yet to hear back from them, and I finally got a response from the in-game help in the app a day or two afterwards, citing a technical issue as to why they took a while to get back, but again not heard back from them since then, is there anything I'm doing wrong or is there anything else you could suggest?

    Thanks

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 years ago
    Hi @benw0002d,

    Nothing additional I can suggest. I mentioned this above but if the EA Help site isn't responsive, the support team can be contacted through the other channels I shared above. Check out the links I added above to reach them.

    - EA_Lanna

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