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Community Admin

Re: Have lost 5 hours of trial time.. watched it drop by 5 hours in a second.

We are unable to add additional time to accounts, I'm sorry to hear what happened. I strongly recommend contacting Xbox or PlayStation so they can pull up your account to determine if there is a specific reason that caused this to happen. I cannot guarantee they are able to add time back, but it's important to get this raised up to them so you do not lose out on any additional time for future Play First Trials.

Thank you for raising this to us. We'll track reports like this and ensure the game teams are aware.

2 Replies

Kashagi
5 years ago
Hi @EA_Blueberry ,

I have just finished communication with two members of Microsoft support who have assured me that EA absolutely do have the ability to reset a timer if necessary.

I hope you understand I am frustrated by not only losing time on a game I have been anticipating, to the point where I have not played it out of concern the time will just skip down again. But I am now hearing from EA that you have no ability to change timers, and hearing from Microsoft that EA has the ability to potentially reset a timer.

They have not been able to check my play time, but have confirmed I have 0 achievements unlocked, which should give you an indicator of how little I've actually had the chance to play.

I understand the hesitation to adjust timers, but if a reset is possible. Surely that is the reasonable action for someone with 0 achievements, who can also provide a reference number for the support chat I had with Microsoft regarding this very issue. At the moment I have no interest in continuing my EA Access subscription if this issue is likely to occur again with no possible solution other than "Sorry, I will report this to the team".

It's not good enough.
EA_Blueberry
Community Admin
5 years ago
@Kashagi To clear up any miscommunication, our staff is able to adjust timers on Play First Trials for Origin Access members that play on PC. We do not have any features in our tools to adjust time for Xbox or PlayStation users, I'm very sorry.

Do you know if you left the game running in the background? Every game launch we tend to see players experience a loss of time due to leaving the game running in the background (not fully exiting the game before starting up another game). As much as we would like to help in these cases, this is a technical limitation in which I can only advise to reach out to Xbox Support if you have any questions or concerns around the EA Access membership.