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Shewayit's avatar
Shewayit
5 years ago

Invalid Keys Digital Purchase from Best Buy No EA Help

I've digitally purchased 11 sims 3 eps/stuff packs from Best Buy on May 31, 2020 and have not been able to redeem any of the codes/games via Origin, EA.com, OR Sims3.com with all of them recognizing my game when I enter the code, however when I hit confirm/etc all sites give me an error/invalid code notification. I've cleared my Origin cache, my browsers, used a different browser, and no change. I've also created cases with EA help, have never had the option to chat yet my cases are "resolved" with no response to me at all. No email, no chat, no nothing. I've been up all hours of the day trying to reach them during their window of available hours and still no option to chat or email response other than the generic "we've received your request" email. I'm at my wits end because I spent over $200 on these games and cannot play them. And because they were digital purchases Best Buy does not accept returns.  

pc
technical issues

2 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @Shewayit  EA customer support is on limited hours right now, with phone calls entirely unavailable, and live chat only open from 9 am to midnight GMT, Monday through Saturday.  And because of those limitations, support is often backlogged and stops taking new requests at some point.  There's unfortunately not much you can do about that.

    Live chat is still better than email though, at least most of the time.  If you do get through, you can upload a screenshot of your order confirmation from Best Buy with the codes showing, so the support rep can confirm that you paid for what should have been a legitimate product.  And if for some reason the keys aren't valid, you can save a copy of the chat session to provide Best Buy when you ask for an exchange or refund.  Whatever its policy, Best Buy is an authorized vendor of EA games and is contractually obligated to provide legitimate products.

    However, you mentioned buying the packs on May 31.  That day, it was impossible to register any Sims 3 product keys, or to buy content from Origin.  The issue was fixed the next day, so if you haven't tried actually registering the keys since Monday, please try again now.  And please also check your account to make sure the content was not in fact registered.  Sometimes people get an error code, maybe from accidentally clicking Sumbit twice (or the website thinks it was clicked twice), but the registration has in fact gone through.

    If none of this helps you, please post back on Monday or later, and I'll ask around for what else you can try.

  • Shewayit's avatar
    Shewayit
    5 years ago

    Thanks, I was actually able to get a chat window about 30 minutes after my post and endless refreshing of my browser. I was told by EA that all my codes were inactive and unredeemable and I would have to contact Best Buy for new codes or a refund. Being that Best Buy does not refund digital purchases, I took a couple of pictures of the chat where EA responded just in case. I did talk to Best Buy today and was today my case had to be reviewed because it was 11 codes and I would hear back (eventually) and was advised again that there were no refunds. I did keep trying to register every day since purchasing without success, and no games ever "showed" up after logging out, clearing caches, etc. Hopefully, Best Buy will be able to assist. Thanks again for your response!

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