Manan (10/11/2025, 7:49:10 PM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].

Thank you for contacting EA HELP, my name is Manan, may I start with your first name please? 
Charles (10/11/2025, 7:49:36 PM): charles 
Charles (10/11/2025, 7:49:44 PM): Hi, thank you for taking over my case. I’d like to clearly explain what’s going on so there’s no confusion.

I originally opened a case about my missing EA Play Pro rewards for EA SPORTS FC 26, but the last agent closed my case without resolving the issue or providing any proof of the policy they cited.

Here’s the full situation:
I purchased EA Play Pro on September 20, 2025, and I already owned the Ultimate Edition of FC 26. I’ve received my Ultimate Edition pre-order rewards (4,000 FC Points total), but I’ve not received my EA Play Pro rewards, which are supposed to include:

One (1) untradeable ICON Player Item, and

6,000 FC Points distributed in three equal increments.

I understand that Ultimate Edition pre-order rewards were limited to those who purchased before August 26, 2025, and I’ve already received those separately. However, EA Play Pro is a separate product with its own entitlements.

EA’s official Game Disclaimers (https://www.ea.com/games/ea-sports-fc/fc-26/game-disclaimers
) explicitly state:

“EA Play Pro Edition includes one (1) untradeable ICON Player Item and 6,000 FC Points in three equal increments.
You must complete the steps to obtain the initial FC Points distribution by June 15, 2026 to receive all 6,000 FC Points.
If you redeem after September 15, 2026, you will not receive any FC Points.”

There is no mention anywhere in EA’s public documentation that owning or purchasing a copy of the game disqualifies you from EA Play Pro rewards, or that rewards are “granted only once per game.”
That explanation has been repeatedly given to me, but it is not supported by any official EA policy.

To clarify my situation:

My EA Play Pro subscription is active and linked to my Xbox account.

I’ve already received my Ultimate Edition rewards separately.

I’m missing the EA Play Pro Edition entitlements that are supposed to be available to all active Pro members.

If there is truly an internal rule that prevents players who own the game from receiving EA Play Pro rewards, I’m asking for a publicly available policy citation or written documentation stating that rule.
Otherwise, I’d like this case to be escalated to the Entitlements Team or a supervisor to manually apply the EA Play Pro ICON and 6,000 FC Points as advertised.

Thank you for reviewing this thoroughly. I’d appreciate if this case is not closed again without a clear answer or resolution. 
Manan (10/11/2025, 7:49:58 PM): Hello charles, I hope you are doing good.
How may I help you today? 
Charles (10/11/2025, 7:50:03 PM): Hi, thank you for taking over my case. I’d like to clearly explain what’s going on so there’s no confusion.

I originally opened a case about my missing EA Play Pro rewards for EA SPORTS FC 26, but the last agent closed my case without resolving the issue or providing any proof of the policy they cited.

Here’s the full situation:
I purchased EA Play Pro on September 20, 2025, and I already owned the Ultimate Edition of FC 26. I’ve received my Ultimate Edition pre-order rewards (4,000 FC Points total), but I’ve not received my EA Play Pro rewards, which are supposed to include:

One (1) untradeable ICON Player Item, and

6,000 FC Points distributed in three equal increments.

I understand that Ultimate Edition pre-order rewards were limited to those who purchased before August 26, 2025, and I’ve already received those separately. However, EA Play Pro is a separate product with its own entitlements.

EA’s official Game Disclaimers (https://www.ea.com/games/ea-sports-fc/fc-26/game-disclaimers
) explicitly state:

“EA Play Pro Edition includes one (1) untradeable ICON Player Item and 6,000 FC Points in three equal increments.
You must complete the steps to obtain the initial FC Points distribution by June 15, 2026 to receive all 6,000 FC Points.
If you redeem after September 15, 2026, you will not receive any FC Points.”

There is no mention anywhere in EA’s public documentation that owning or purchasing a copy of the game disqualifies you from EA Play Pro rewards, or that rewards are “granted only once per game.”
That explanation has been repeatedly given to me, but it is not supported by any official EA policy.

To clarify my situation:

My EA Play Pro subscription is active and linked to my Xbox account.

I’ve already received my Ultimate Edition rewards separately.

I’m missing the EA Play Pro Edition entitlements that are supposed to be available to all active Pro members.

If there is truly an internal rule that prevents players who own the game from receiving EA Play Pro rewards, I’m asking for a publicly available policy citation or written documentation stating that rule.
Otherwise, I’d like this case to be escalated to the Entitlements Team or a supervisor to manually apply the EA Play Pro ICON and 6,000 FC Points as advertised.

Thank you for reviewing this thoroughly. I’d appreciate if this case is not closed again without a clear answer or resolution. 
Manan (10/11/2025, 7:50:41 PM): okok i get it that's an in game query 
Manan (10/11/2025, 7:51:13 PM): No worries I’m transferring your chat to our dedicated team who will assist you in resolving the issue. Shall I proceed? 
Charles (10/11/2025, 7:51:20 PM): yes 
Holison (10/11/2025, 7:54:45 PM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].

Thank you for contacting EA HELP, my name is Holison, may I start with your first name please? 
Charles (10/11/2025, 7:55:14 PM): charles 
Charles (10/11/2025, 7:55:17 PM): Hi, thank you for taking over my case. I’d like to clearly explain what’s going on so there’s no confusion.

I originally opened a case about my missing EA Play Pro rewards for EA SPORTS FC 26, but the last agent closed my case without resolving the issue or providing any proof of the policy they cited.

Here’s the full situation:
I purchased EA Play Pro on September 20, 2025, and I already owned the Ultimate Edition of FC 26. I’ve received my Ultimate Edition pre-order rewards (4,000 FC Points total), but I’ve not received my EA Play Pro rewards, which are supposed to include:

One (1) untradeable ICON Player Item, and

6,000 FC Points distributed in three equal increments.

I understand that Ultimate Edition pre-order rewards were limited to those who purchased before August 26, 2025, and I’ve already received those separately. However, EA Play Pro is a separate product with its own entitlements.

EA’s official Game Disclaimers (https://www.ea.com/games/ea-sports-fc/fc-26/game-disclaimers
) explicitly state:

“EA Play Pro Edition includes one (1) untradeable ICON Player Item and 6,000 FC Points in three equal increments.
You must complete the steps to obtain the initial FC Points distribution by June 15, 2026 to receive all 6,000 FC Points.
If you redeem after September 15, 2026, you will not receive any FC Points.”

There is no mention anywhere in EA’s public documentation that owning or purchasing a copy of the game disqualifies you from EA Play Pro rewards, or that rewards are “granted only once per game.”
That explanation has been repeatedly given to me, but it is not supported by any official EA policy.

To clarify my situation:

My EA Play Pro subscription is active and linked to my Xbox account.

I’ve already received my Ultimate Edition rewards separately.

I’m missing the EA Play Pro Edition entitlements that are supposed to be available to all active Pro members.

If there is truly an internal rule that prevents players who own the game from receiving EA Play Pro rewards, I’m asking for a publicly available policy citation or written documentation stating that rule.
Otherwise, I’d like this case to be escalated to the Entitlements Team or a supervisor to manually apply the EA Play Pro ICON and 6,000 FC Points as advertised.

Thank you for reviewing this thoroughly. I’d appreciate if this case is not closed again without a clear answer or resolution. 
Holison (10/11/2025, 7:57:58 PM): Thank you for your patience. Please allow me to transfer you to one of our dedicated advisors to reduce your wait time and provide support as quickly as possible.
, 
Alvin (10/11/2025, 7:59:26 PM): Hello, My name is Alvin. How can I help you today? 
Charles (10/11/2025, 7:59:48 PM): Hi, thank you for taking over my case. I’d like to clearly explain what’s going on so there’s no confusion.

I originally opened a case about my missing EA Play Pro rewards for EA SPORTS FC 26, but the last agent closed my case without resolving the issue or providing any proof of the policy they cited.

Here’s the full situation:
I purchased EA Play Pro on September 20, 2025, and I already owned the Ultimate Edition of FC 26. I’ve received my Ultimate Edition pre-order rewards (4,000 FC Points total), but I’ve not received my EA Play Pro rewards, which are supposed to include:

One (1) untradeable ICON Player Item, and

6,000 FC Points distributed in three equal increments.

I understand that Ultimate Edition pre-order rewards were limited to those who purchased before August 26, 2025, and I’ve already received those separately. However, EA Play Pro is a separate product with its own entitlements.

EA’s official Game Disclaimers (https://www.ea.com/games/ea-sports-fc/fc-26/game-disclaimers
) explicitly state:

“EA Play Pro Edition includes one (1) untradeable ICON Player Item and 6,000 FC Points in three equal increments.
You must complete the steps to obtain the initial FC Points distribution by June 15, 2026 to receive all 6,000 FC Points.
If you redeem after September 15, 2026, you will not receive any FC Points.”

There is no mention anywhere in EA’s public documentation that owning or purchasing a copy of the game disqualifies you from EA Play Pro rewards, or that rewards are “granted only once per game.”
That explanation has been repeatedly given to me, but it is not supported by any official EA policy.

To clarify my situation:

My EA Play Pro subscription is active and linked to my Xbox account.

I’ve already received my Ultimate Edition rewards separately.

I’m missing the EA Play Pro Edition entitlements that are supposed to be available to all active Pro members.

If there is truly an internal rule that prevents players who own the game from receiving EA Play Pro rewards, I’m asking for a publicly available policy citation or written documentation stating that rule.
Otherwise, I’d like this case to be escalated to the Entitlements Team or a supervisor to manually apply the EA Play Pro ICON and 6,000 FC Points as advertised.

Thank you for reviewing this thoroughly. I’d appreciate if this case is not closed again without a clear answer or resolution. 
Alvin (10/11/2025, 8:00:58 PM): Hey there, it's nice to meet you through the chat, hope you and your family are doing great. 
Alvin (10/11/2025, 8:05:20 PM): No worries! Here I'm for your help, just to confirm are you missing 1 untradeable Ultimate Team ICON Player Item? 
Charles (10/11/2025, 8:06:14 PM): Hi, thank you, I appreciate it.
Yes, that’s correct — I’m missing the 1 untradeable Ultimate Team ICON Player Item that’s part of the EA Play Pro Edition rewards.
I already received my Ultimate Edition pre-order rewards, but the EA Play Pro ICON and 6,000 FC Points (in three drops) have not been granted yet (for ea play pro not the ultimate edition) 
Alvin (10/11/2025, 8:10:17 PM): No worries! For points I would like to inform you that FC Points will be distributed in three equal increments. You’ll receive a total of 6,000 FC Points, split into three parts of 2,000 FC Points each.
Here’s how it works:
First 2,000 FC Points – You’ll receive these as soon as you log into Ultimate Team for the first time in FC 26.
Second 2,000 FC Points – These will be added to your account by the end of October 2025.
Final 2,000 FC Points – You’ll receive these by the end of November 2025 
Charles (10/11/2025, 8:11:55 PM): Hi Alvin — thanks. To be absolutely clear: I’m asking about the EA Play Pro entitlements (the Pro edition), not the Ultimate Edition pre-order rewards.

For the record:

I subscribed to EA Play Pro on Sept 20, 2025 (active on my EA account).

I’ve already received my Ultimate Edition pre-order rewards separately.

What I am missing and need confirmed/applied are the EA Play Pro entitlements:

One (1) untradeable EA Play Pro ICON Player Item, and

6,000 FC Points (3 × 2,000 drops — schedule already acknowledged).

Please confirm in writing that the ICON you will grant (or have flagged to grant) is the EA Play Pro ICON tied to my Pro subscription — not a pre-order pack — and add a case note that this is an EA Play Pro entitlement. 
Alvin (10/11/2025, 8:12:26 PM): This points for the EA play pro edition as well. 
Alvin (10/11/2025, 8:12:46 PM): Second 2,000 FC Points – These will be added to your account by the end of October 2025. 
Charles (10/11/2025, 8:13:51 PM): Thanks, Alvin — just to make sure we’re on the same page:

As of now, I’ve received a total of 4,000 FC Points between my Ultimate Edition rewards and my EA Play Pro distribution so far. That means I should still have 8,000 FC Points remaining in total — the next two 2,000-point EA Play Pro drops (October and November) plus the remaining Ultimate Edition points — assuming I stay subscribed to EA Play Pro for the full period, correct?

I just want to confirm that understanding and ensure my account is correctly queued for the remaining drops.

Thank you again for your help. 
Charles (10/11/2025, 8:14:43 PM): However, the EA Play Pro ICON Player Item should already be available now for active Pro subscribers. Can you please confirm that this ICON is being granted to my account right away, as part of the EA Play Pro entitlements?

Thanks again for checking — I just want to make sure I receive the ICON now while my subscription is active. 
Alvin (10/11/2025, 8:14:52 PM): No! In EA player pro - Up to 6000 FC Points over 2 months†† 
Alvin (10/11/2025, 8:15:25 PM): No worries! Let me check with your Icon once. 
Charles (10/11/2025, 8:15:27 PM): i have ea play pro and ultimate edition, i paid $100 usd plus subscription 
Charles (10/11/2025, 8:16:30 PM): I know I am not eligible for the icon based on preroder but I am for ea play pro 
Alvin (10/11/2025, 8:18:24 PM): By subscribing to EA Play Pro, you'll gain access to the Ultimate Edition, which includes a total of 6,000 FC points. This means that as an EA Play Pro member, you'll receive the Ultimate Edition benefits, ensuring you get all 6,000 FC points included within the package. For more information you can use this link - https://www.ea.com/games/ea-sports-fc/fc-26/game-disclaimers 
Charles (10/11/2025, 8:19:43 PM): Thanks, Alvin — I appreciate your clarification, but I believe there’s a misunderstanding here.

I understand that EA Play Pro gives access to the Ultimate Edition build of the game, but EA’s own Game Disclaimers clearly separate EA Play Pro Edition entitlements from Ultimate Edition pre-order content.

The page you linked states:

“EA Play Pro Edition includes one (1) untradeable ICON Player Item and 6,000 FC Points in three equal increments.”

That means EA Play Pro subscribers receive their own EA Play Pro ICON and 6,000 FC Points as part of the Pro subscription, regardless of whether they already own the game or the Ultimate Edition.
Access to the Ultimate Edition doesn’t replace or remove the EA Play Pro rewards — they’re delivered through the Pro entitlement, not the purchase license. 
Alvin (10/11/2025, 8:20:24 PM): You must redeem your EA SPORTS FC 26 EA Play Pro Edition ("Product"), log into Ultimate Team, log into Clubs, and create a Career Mode save while connected to EA servers (together these steps are referred to as "redeem") to access your EA Play Pro Edition content (one (1) untradeable Ultimate Team ICON Player Item, EA SPORTS FC 25 Content (Player Evolution and one (1) untradeable Ultimate Team 1 of 5 Player Pick 93+ ICON Player Item), up to 7 days early access to the Product, Season 1 Premium Pass, 6,000 FC Points, one (1) Player Evolution slot, one (1) Archetype Unlock Consumable, two (2) double AXP for 10 matches consumables, three (3) ICONs for Career, one (1) 5-star Coach available for hire in Manager Career, one (1) 5-star Youth Scout for hire in Manager Career and Manager Live challenge content). To redeem the EA SPORTS FC 25 Content, you must sign into the Ultimate Team mode in EA SPORTS FC 25 (sold separately) on the same platform as the Product using the EA Account or platform account associated with your EA Play subscription. 
Charles (10/11/2025, 8:21:10 PM): Alvin, thank you — but the official EA SPORTS FC 26 Game Disclaimers you linked actually confirm that I am entitled to the EA Play Pro rewards separately from my Ultimate Edition purchase.

Here’s the relevant section directly from EA’s own document:

“You must redeem your EA SPORTS FC 26 EA Play Pro Edition (‘Product’) … to access your EA Play Pro Edition content (one (1) untradeable Ultimate Team ICON Player Item … 6,000 FC Points … etc.).”

This clearly states that the EA Play Pro Edition itself grants an ICON Player Item and 6,000 FC Points upon redemption. It does not mention any restriction or ineligibility for users who also own the game.

The Ultimate Edition and the EA Play Pro Edition are two separate entitlements. Access to the Ultimate Edition game build does not replace the Pro Edition rewards, which are tied to the EA Play Pro subscription.

Please have this escalated to the Entitlements Team to ensure my EA Play Pro ICON Player Item and 6,000 FC Points are applied correctly. 
Alvin (10/11/2025, 8:22:08 PM): You must be connected to EA servers when creating a new Career Mode save to use the three (3) ICONs for Career, one (1) 5-star Coach available for hire in Manager Career, one (1) 5-star Youth Scout for hire in Manager Career and Manager Live challenge content. FC Points will be distributed in 3 equal increments. The initial distribution will be granted with your initial login into the Ultimate Team in the Product, the second distribution will be granted by the end of the subsequent month, and the 3rd distribution will be granted by the end of the following month. You must complete the steps to obtain the initial FC Points distribution by June 15, 2026 to receive all 6,000 FC Points. If you redeem after September 15, 2026, you will not receive any FC Points. Active EA Play Pro subscription required for entire duration of the 6,000 Points distribution period. Additional restrictions apply. See EA Play Terms at tos.ea.com/legalapp/eaplay/US/en/PC/ for details. Season 1 Premium Pass will not be available after Season 1 ends; see ea.com/games/ea-sports-fc/fc-26/news/pitch-notes-fc26-launch-update for more info on Season 1 dates, when available. 
Charles (10/11/2025, 8:22:32 PM): Granted through an active EA Play Pro subscription on the EA App.

This is a separate entitlement path, governed by the EA Play Pro terms.

According to EA’s own Game Disclaimers:

“You must redeem your EA SPORTS FC 26 EA Play Pro Edition (‘Product’) … to access your EA Play Pro Edition content (one (1) untradeable Ultimate Team ICON Player Item, 6,000 FC Points, etc.).”

These are subscription-based rewards — they’re not dependent on a pre-order or purchase date, and they’re active for anyone subscribed before September 15, 2026.

Nowhere in EA’s published materials does it state that owning the Ultimate Edition cancels or replaces EA Play Pro Edition entitlements. The Ultimate Edition is a purchased license, while EA Play Pro is a subscription license — both can exist simultaneously on one account, and they have distinct reward sets.

As of now, I’ve received only 4,000 FC Points (from my Ultimate Edition pre-order), but none of the EA Play Pro Edition rewards — including:

The EA Play Pro ICON Player Item, and

The 6,000 FC Points (in three 2,000-point increments) tied to my Pro subscription.

I’m asking that my EA Play Pro Edition entitlements be manually applied or verified by the Entitlements Team, as they remain missing from my account. 
Alvin (10/11/2025, 8:23:52 PM): FC 26 ICON Player Item will be available from September 19, 2026 and will be upgraded to "Champion" version by November 30, 2025; all other EA Play Pro Edition content will be available from September 26, 2025 unless otherwise noted. All EA Play Pro Edition content for use with one EA account and is non-transferable. Consult your retailer for distribution details. Some content may require gameplay to unlock. Product will be available to download once 7 day early access period begins September 19, 2025 (consumer local time). Early access will not be available if you redeem after September 25, 2025. EA Play Pro Edition content will not be available if you redeem after September 26, 2026 unless otherwise noted. Internet connection; EA Account; acceptance of EA User Agreement (terms.ea.com) and Privacy & Cookie Policy (privacy.ea.com) & installation of the EA app (ea.com/ea-app) required to play. Access to software content is limited to one EA Account & is non-transferable after purchase. You must be 13+ for online features & EA Play Pro Edition content. EA may provide certain free incremental content &/or updates. Mandatory updates may be downloaded automatically, incur broadband fees & require additional storage or purchase to access. Product collects data for in-game advertising. EA may retire online features after 30 days notice at ea.com/service-updates. 
Charles (10/11/2025, 8:25:20 PM): Thanks again, Alvin — I reviewed the full EA SPORTS FC 26 Game Disclaimers, and it’s very clear that the EA Play Pro Edition rewards are separate from the Ultimate Edition pre-order bonuses.

Here’s the key section:

“FC 26 ICON Player Item will be available from September 19, 2026 and will be upgraded to ‘Champion’ version by November 30, 2025; all other EA Play Pro Edition content will be available from September 26, 2025 unless otherwise noted.”

This paragraph explicitly references the EA Play Pro Edition content — including the ICON Player Item and 6,000 FC Points — as separate deliverables with their own release and redemption dates.
It also states:

“EA Play Pro Edition content will not be available if you redeem after September 26, 2026,”
which clearly distinguishes it from Ultimate Edition rewards, which have no such timeline.

To summarize:

I already received my Ultimate Edition rewards (tied to my purchase).

I have not received my EA Play Pro Edition rewards (tied to my active subscription).

These are two different entitlement paths under EA’s own documentation.

Please escalate this to the Entitlements Team for review so that my EA Play Pro ICON Player Item and 6,000 FC Points can be correctly applied.
All of EA’s official disclaimers confirm I should have these as part of my active EA Play Pro membership. 
Charles (10/11/2025, 8:25:42 PM): Or just give me the icon and points I am owed 
Alvin (10/11/2025, 8:25:51 PM): By subscribing to EA Play Pro, you'll gain access to the Ultimate Edition, which includes a total of 6,000 FC points. This means that as an EA Play Pro member, you'll receive the Ultimate Edition benefits, ensuring you get all 6,000 FC points included within the package. For more information you can use this link - https://www.ea.com/games/ea-sports-fc/fc-26/game-disclaimers 
Alvin (10/11/2025, 8:27:29 PM): Since you are missing Icon.  I will report this issue to ensure our in-game team investigates it as a priority." and I will really appreciate if you report the bug on the below link:
https://forums.ea.com/category/ea-forums-en
There might be other players who've submitted similar feedback or have similar issues on AHQ for them to upvote. 
Charles (10/11/2025, 8:27:34 PM): Yes, I understand what you’re saying — you’ve repeated that EA Play Pro grants access to the Ultimate Edition. However, I’ve already received those Ultimate Edition rewards, and that isn’t the issue here.

The problem is that I still have not received the EA Play Pro Edition rewards, even after following every required step. I’ve logged into Ultimate Team, Clubs, and Career Mode multiple times while connected to EA servers, exactly as EA’s Game Disclaimers specify.

EA’s own terms clearly separate “EA Play Pro Edition content” from general Ultimate Edition access. The disclaimer states:

“You must redeem your EA SPORTS FC 26 EA Play Pro Edition (‘Product’) to access your EA Play Pro Edition content (one (1) untradeable Ultimate Team ICON Player Item … 6,000 FC Points …).”

That line defines these as distinct rewards, not duplicates of pre-order content. Nowhere does EA publicly state that Ultimate Edition owners are ineligible for EA Play Pro Edition entitlements.

At this point, I’ve already done everything required and am still missing:

The EA Play Pro ICON Player Item, and

The EA Play Pro 6,000 FC Points (3 × 2,000). 
Alvin (10/11/2025, 8:28:08 PM): To access your EA Play Pro Edition content (one (1) untradeable Ultimate Team ICON Player Item, EA SPORTS FC 25 Content (Player Evolution and one (1) untradeable Ultimate Team 1 of 5 Player Pick 93+ ICON Player Item), up to 7 days early access to the Product, Season 1 Premium Pass, 6,000 FC Points, one (1) Player Evolution slot, one (1) Archetype Unlock Consumable, two (2) double AXP for 10 matches consumables, three (3) ICONs for Career, one (1) 5-star Coach available for hire in Manager Career, one (1) 5-star Youth Scout for hire in Manager Career and Manager Live challenge content). To redeem the EA SPORTS FC 25 Content, you must sign into the Ultimate Team mode in EA SPORTS FC 25 (sold separately) on the same platform as the Product using the EA Account or platform account associated with your EA Play subscription. 
Charles (10/11/2025, 8:28:35 PM): Thanks for the update, but with all due respect, this isn’t a “bug” issue — it’s a missing entitlement.

I’ve paid for EA Play Pro, fulfilled every redemption requirement (logged into Ultimate Team, Clubs, and Career Mode while connected to EA servers), and it’s been far too long without receiving my EA Play Pro ICON Player Item.

The EA Play Pro ICON is not optional content — it’s part of the advertised and paid EA Play Pro Edition entitlements, as stated directly in EA’s Game Disclaimers. I should not have to wait indefinitely or post on a forum to receive something I’ve already paid for. 
Alvin (10/11/2025, 8:28:48 PM): You only have not received icon player. 
Charles (10/11/2025, 8:29:15 PM): Either way its a huge deal 
Alvin (10/11/2025, 8:30:17 PM): Since you are missing 1 untradeable Ultimate Team ICON Player Item. I will report this issue to ensure our in-game team investigates it as a priority." and I will really appreciate if you report the bug on the below link:
https://forums.ea.com/category/ea-forums-en
There might be other players who've submitted similar feedback or have similar issues on AHQ for them to upvote. 
Charles (10/11/2025, 8:31:02 PM): “I just want to confirm that since I purchased the Ultimate Edition and have an active EA Play Pro subscription, I should receive both reward sets — totaling 12,000 FC Points across both entitlements. I’ve already received 4,000, which likely represents my first two drops, and I’m still missing the remaining points and my EA Play Pro ICON Player Item.” 
Charles (10/11/2025, 8:31:24 PM): Bc I bought the ultimate edition and pay for ea play pro 
Charles (10/11/2025, 8:33:00 PM): I’ve now been waiting far longer than the expected window, and I should not have to post on a forum or rely on community votes to receive something I’ve already paid for. 
Alvin (10/11/2025, 8:33:19 PM): Unfortunately not you will only get 6,000 FC Points. FC Points will be distributed in 3 equal increments. The initial distribution will be granted with your initial login into the Ultimate Team in the Product, the second distribution will be granted by the end of the subsequent month, and the 3rd distribution will be granted by the end of the following month. You must complete the steps to obtain the initial FC Points distribution by June 15, 2026 to receive all 6,000 FC Points. If you redeem after September 15, 2026, you will not receive any FC Points. Active EA Play Pro subscription required for entire duration of the 6,000 Points distribution period. Additional restrictions apply. See EA Play Terms at tos.ea.com/legalapp/eaplay/US/en/PC/ for details. 
Charles (10/11/2025, 8:35:50 PM): Thanks for confirming the FC Points schedule — that all makes sense, and I’ll keep my EA Play Pro subscription active through the final drop at the end of this month.

However, the EA Play Pro ICON Player Item is still missing from my account. I’ve completed all required redemption steps (logged into Ultimate Team, Clubs, and Career Mode while connected to EA servers), and by now it should have been granted according to EA’s official timeline. 
Alvin (10/11/2025, 8:36:47 PM): Yes! Like wise as I have informed you the above. Since you are missing 1 untradeable Ultimate Team ICON Player Item. I will report this issue to ensure our in-game team investigates it as a priority." and I will really appreciate if you report the bug on the below link:
https://forums.ea.com/category/ea-forums-en
There might be other players who've submitted similar feedback or have similar issues on AHQ for them to upvote. 
Charles (10/11/2025, 8:38:10 PM): I understand, but I don’t want to file a bug report or wait for a community response — I just want to receive my EA Play Pro ICON Player Item now.

It’s been almost a month since release, I’ve met every requirement, and I’ve maintained an active EA Play Pro subscription. This isn’t a bug — it’s a missing entitlement that should already be on my account. 
Alvin (10/11/2025, 8:40:35 PM): In-order to get Icon player, we have to report it, since there are not alternative way that we can make changes on your EA account. Apart from this is there anything I can be able to help you with, please let me know I'm happy to help you. 
Charles (10/11/2025, 8:42:23 PM): Do I have to report it? Is there any way for you to endorse or track this support request so it’s prioritized? Also, how long does this type of entitlement investigation normally take once it’s been reported?

I just want to make sure my EA Play Pro ICON Player Item is being processed correctly and know what timeframe to expect. 
Charles (10/11/2025, 8:42:41 PM): It is not fair its already been almost a month 
Charles (10/11/2025, 8:43:25 PM): I should get additional compensation as well, I dont even care ab that right now, all I want is my EA Play Pro ICON Player 
Alvin (10/11/2025, 8:44:28 PM): Our in game team is however collecting data from the community forums and are examining solutions if they determine enough customers have the problem and the problem is technically addressable with a patch, or if a work around is possible. As of now for you I’ve made detailed case notes of this report and forwarded to concerned department who will further investigate the matter and hope in next update they may make the desired changes. 
Charles (10/11/2025, 8:45:48 PM): Thanks for explaining that. Can you please clarify when this investigation or potential update is expected to happen?

You mentioned the next update — do you have an estimated date or timeframe for when the in-game team typically reviews and pushes fixes like this?

It’s been almost a month since release, and since this involves a paid EA Play Pro entitlement, I’d just like to know when I can reasonably expect the ICON Player Item to be granted if the fix is included in an update. 
Alvin (10/11/2025, 8:48:17 PM): It will also help the other players facing the same issue. As the studio team keeps an eye on EA forums, the team will surely acknowledge it and will resolve the issue for all the players who link you. 
Charles (10/11/2025, 8:49:29 PM): I understand, but I’m not comfortable waiting indefinitely for a forum acknowledgment. This is a paid EA Play Pro entitlement, not optional feedback — I’ve met all requirements and should already have my ICON Player Item.

Can you please confirm whether the studio has provided any target timeframe for when this will be resolved or included in an update? I’d also like to know if there’s a ticket or case ID I can reference so my report is directly linked to the fix. 
Alvin (10/11/2025, 8:51:15 PM): Yes! Our team will try to reproduce the issue with your details and will resolve the issue for you. Our team will not message you directly, however our team will share the information on the bug that you will report. Once the investigation is completed, our team will help you to restore the missing content. 
Charles (10/11/2025, 8:52:19 PM): Thanks for the update. I appreciate you forwarding this to the team.

Can you please confirm how long these investigations usually take before missing content like this is restored? I just want to have a clear idea of when I can expect my EA Play Pro ICON Player Item to be granted. 
Charles (10/11/2025, 8:53:01 PM): Given that I’ve now been waiting nearly a month for my EA Play Pro ICON Player Item — which is part of paid, time-sensitive content — is there any compensation or goodwill adjustment available for the delay?

I’ve maintained an active EA Play Pro subscription this entire time, and I’ve already met all the redemption requirements on my end. It seems reasonable to request some acknowledgment or compensation while I continue waiting for the ICON to be restored. 
Alvin (10/11/2025, 8:53:39 PM): Apologies for any confusion! It seems I may have misunderstood. Another hand you can also start a thread in the Forum because when you post something in the Forum, it is directly visible to the game development team & the studio team. Because the forum does control by them only. 
Charles (10/11/2025, 8:55:30 PM): I understand, but this isn’t a feedback topic — it’s a paid entitlement issue under EA Play Pro. I’ve already waited almost a month for the ICON Player Item, and I shouldn’t have to post on a public forum to receive something that’s part of a paid subscription.

Since you’ve confirmed the case is already logged, can you please clarify when I can expect a resolution or update from the investigation team? I’d like to know the estimated timeframe or next update window so I know when this will finally be addressed.

Additionally, given that this is paid content I’ve been waiting on for weeks, I’d like to request some form of compensation or goodwill adjustment for the delay. I’ve kept my EA Play Pro subscription active and completed every requirement on my end, so it would be reasonable to provide something in acknowledgment of the extended wait. 
Alvin (10/11/2025, 8:56:58 PM): Unfortunately team has not shared about goodwill I would love to provide you with the time. However, I have checked with my team and the time frame has not been shared with us. However, will inform you through in-game notification. 
Alvin (10/11/2025, 8:57:02 PM): Apart from this is there anything I can be able to help you with, please let me know I'm happy to help you. 
Charles (10/11/2025, 8:58:27 PM): Thanks for checking. I appreciate you looking into it.

Just to confirm — since no timeframe has been shared yet, can you please make sure my account and this case are officially linked to the investigation and notification list, so I’ll receive the in-game update as soon as it’s released?

Also, given that this issue involves a paid EA Play Pro entitlement and I’ve now been waiting nearly a month without the ICON Player Item, I’d like this case to be escalated to a senior or supervisor level for review of goodwill or compensation options.

I’ve kept my EA Play Pro subscription active the entire time and followed every redemption step, so I’d appreciate it if someone with the proper authority could review this for a goodwill resolution while I wait for the final fix. 
Alvin (10/11/2025, 9:01:25 PM): Yes! This ensures that the issue is formally documented and can be escalated to the developers for a more in-depth investigation. 
Charles (10/11/2025, 9:02:38 PM): Thank you for confirming that the issue has been documented and escalated to the developers for investigation. I really appreciate that.

Since this has now been formally escalated, could you please confirm that my specific account and case are included in that developer escalation queue? I just want to make sure my EA Play Pro ICON Player Item entitlement is fully attached to the investigation.

Additionally, because I’ve maintained an active EA Play Pro subscription and have been waiting nearly a month for paid content, I’d like to re-confirm that my case has also been reviewed for goodwill or compensation while this is being addressed.

I appreciate your help getting this properly documented and escalated — I just want to make sure it’s visible to the correct team and that my account is fully covered once the resolution goes live. As well as confirm I will receive some form of goodwill 
Alvin (10/11/2025, 9:03:15 PM): Yes! escalation developer queue 
Alvin (10/11/2025, 9:04:34 PM): We’ve done everything we could in this case. Would there be anything else apart from this concern I can help you with, if not we may need to end this chat session. 
Alvin (10/11/2025, 9:05:17 PM): Hey there are we connected? 
Charles (10/11/2025, 9:05:25 PM): yes 
Charles (10/11/2025, 9:05:32 PM): Im not done 
Alvin (10/11/2025, 9:05:49 PM): Thanks for understanding here! Keep playing! Keep enjoying.
Thanks for contacting EA Help. Have a very nice day/night.
Stay safe and take care. Bye!