Forum Discussion

Arianera's avatar
Arianera
New Novice
28 days ago

Bought Life and Death with wrong account! Need Refund.

So I've been playing on Pogo.com for over 20 years, so when EA bought it, they so kindly auto-created a 2nd account. I don't know how I contacted them, but years ago I found out (likely thru Pogo.com) that they cannot merge the 2 accounts. 

I am always logged in to the Pogo account as I play Mahjong every day there.  I accidentally bought Life & Death through that account. For the life of me I cannot figure out how to get a refund for it. 

I just bought Life and Death AGAIN on the correct account but I would like a refund for the original pre-purchase on my other account. An easy mistake to make! I just can't imagine this being an issue but if it is I'm going to lose my mind over it. It was never my intention to have 2 accounts, THEY created the 2nd one without my even knowing about it when they bought Pogo.com.

Yes, I've seen their "request refund" page but it tells me that it's not applicable or nothing is valid for a refund request. I've spent hours reading their not-helpful help.ea.com articles, searches on the forums here, through search engines, and haven't found a single thing to help me with this.

Suggestions? I'd really like to reach an actual, real, live person. Or via email if possible. 

The "Chat with Us" feature doesn't show up for me. I only get the BETA chat, which is a AI that feeds you back at the help.ea.com site. It's VERY annoying and not helpful at all. 

expansion packs
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    28 days ago

    Arianera  To get a refund, you'll need to talk to an EA customer support rep directly, but I would strongly recommend live chat rather than email because a real-time conversation is much more likely to be successful.  When you don't see the option, the thing to do is to try a different category of issue.  Or you can try using the site without signing in, which is usually an option if you're not already signed in.

    For the white screen, does this happen in a new save too?  If so, it's almost always mod-related, T.O.O.L. in particular.  If only the current save is affected, try reverting to a version of the save from before you installed the pack so that the world (hopefully) loads properly this time around.

    https://sims4.crinrict.com/eng/2014/09/recover-backup-save-game/

    GameGirl2168a  Simply changing your username should never delete your data.  But if you create a new account with that username, then it wouldn't have access to the data from the old account.  I also notice that there's a gamegirl2168 on this site as well, and you could probably have your two accounts merged by contacting support.

    I say "probably" because ownership of some games blocks merging (Apex Legends is one), and because some content doesn't transfer.  But Sims 4 packs should all transfer fine.  The problem is limited to in-game purchases (Sims 3 Store content, coins/shards/etc. for competitive games) and some very old games that can't be added to accounts anymore.

    • GameGirl2168a's avatar
      GameGirl2168a
      Seasoned Vanguard
      28 days ago

      yup, that's me, without the "a". gamegirl2168 is my original (and actually first ever) username, from way back in the early '90s. this current username was a creation of EA's, from a short time after they purchased the POGO gamesite, when they began to require players of their games and the POGO games use the same username. it was in trying to have them fix/replace content lost from a different merge that their techs messed up and I was forced to transfer to this account name. honestly, I really hate that EA got rid of the game support phone line, because only being able to use the texting only chat help is not only frustrating (and only partially because all the game support is now located somewhere in South Asia), but it's also excruciatingly painful because I have a degenerative condition in both hands which makes typing very hard after just a minute or so.  anyhow, I'll get used to the account name change in time. 

  • Arianera's avatar
    Arianera
    New Novice
    28 days ago

    lol now I'm getting a white screen when trying to load in to Ravenwood. It won't even load. 

    I can't be bothered to figure that out atm. I'm so done with trying to get TS4 related help today. sheesh

  • GameGirl2168a's avatar
    GameGirl2168a
    Seasoned Vanguard
    28 days ago

    Yeah, EA really messed up POGO play with requiring all EA games to use just one account, I hear you there. They messed up merging my original (and preferred) POGO account and TS4 account names when trying to assist in merging the two, leaving me with this stupid account name ending in a lower case "a". I could change it back to my original account name, but they tell me that if I did that, I would lose all my TS content and have to repurchase everything. Grrrr!

  • DTGPSims's avatar
    DTGPSims
    Rising Newcomer
    25 days ago

    <-- My actual TS4 account

    I agree, not being able to talk to a real, live person is exceptionally frustrating. I get that paying people to do that is a huge overhead but NOT doing it is not only really weird, but cruel imo. Being shuffled through an automated service with a repetitive loop is no fun to go through at all.

    Pushing off the majority of game help to the players is pretty lazy (my polite word) imo. Though bless their/our hearts, we really want to help!

    I will attempt to get the "chat with us" option to show up. I did try different browsers already, but will try again.

    I also have a severe, chronic pain condition where typing gets pretty painful. Using my hands at all for a while is very painful. 

    The white screen happened with a new game (I always create new characters with a new world/kit etc). I have never been able to access the new Ravenwood world at all yet. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    24 days ago

    DTGPSims  The white screen on a world you haven't loaded yet (in that save) is usually related to mods, specifically T.O.O.L.  So if you have that mod, please remove it and test again.

    If that doesn't help, you can delete the EP17 folder in [install location]\The Sims 4 to manually uninstall the pack, then download it again.  Make sure the EA App is closed and the EABackgroundService is NOT running in the Task Manager before doing so.

    • Arianera's avatar
      Arianera
      New Novice
      23 days ago

      puzzlezaddict 

      tysm! I do use TOOL so will def make sure it is updated and/or delete it to see if that fixes it. Oh! and thanks for the tip - deleting EP17 to manually uninstall. I wouldn't have thought of that! Thanks so much! Your help and time is very appreciated. <3

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