[Employee] (9/23/2025, 9:24:20 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 [Employee], may I start with your first name please?
[Employee] (9/23/2025, 9:24:55 PM): Before we proceed further with your concern, I would like to apologize for the high wait time that you have experienced before getting connected with us. Due to an ongoing issue. we are experiencing high chat inflow today. I will do best to address your concern asap.
[Employee] (9/23/2025, 9:25:11 PM): Hey there, nice to meet you. I hope you are well. May I know your issue to assist you better?
[Me] (9/23/2025, 9:26:03 PM): hi im [Me]
[Me] (9/23/2025, 9:27:33 PM): i just received the ea play pack on fc 26 but i didnt get the fc points. i lost the 2000 fc points because i bought too much ea play so i refunded one month and when i contacted you last time i was told to wait 24 hours
[Employee] (9/23/2025, 9:28:40 PM): No worries! I will help you with your issue after checking my resources.
[Employee] (9/23/2025, 9:28:49 PM): I am going to transfer your chat to our dedicated queue. The team there will review your account and assist you with your case. May I proceed with transferring your case?
[Me] (9/23/2025, 9:29:10 PM): yes

[Employee] (9/24/2025, 1:11:44 AM): 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 [Employee], may I start with your first name please?
[Employee] (9/24/2025, 1:12:49 AM): I'm sorry for the delayed response — it's due to a long queue caused by the early access launch of FC 26.
[Me] (9/24/2025, 1:16:04 AM): hi
[Me] (9/24/2025, 1:16:25 AM): my name is [Me]
[Employee] (9/24/2025, 1:16:43 AM): Hello [Me]! Thank you for contacting EA. How can I assist you today?
[Me] (9/24/2025, 1:17:11 AM): I got the pack for ea play early access and i got the icon but i didnt get fc points
[Employee] (9/24/2025, 1:18:39 AM): Please don't worry—I'll determine the best course of action and do everything I can to assist you
[Employee] (9/24/2025, 1:18:41 AM): May I know the email linked with your EA Account?
[Me] (9/24/2025, 1:18:47 AM): {Censored}
[Me] (9/24/2025, 1:19:41 AM): it used to say i had 2050 fc points but now it says 50. i havent used any points for anything and it just vanished
[Employee] (9/24/2025, 1:19:54 AM): Thanks for the sharing email address. I just need a little time to investigate your issue, if you don't mind I am going to put you on hold for 4 minutes.
[Me] (9/24/2025, 1:20:14 AM): ok
[Employee] (9/24/2025, 1:20:33 AM): I have sent a verification email. Please check your inbox or spam folder for an email with the subject line 'Verify ownership of your EA Account. Please share the code here in the chat.
[Me] (9/24/2025, 1:20:46 AM): 273745
[Employee] (9/24/2025, 1:22:55 AM): Thanks! I’d like to inform you that you have already received the pre-order rewards — 2,000 FC Points — on September 18, 2025, at 01:59 PM UTC.
[Me] (9/24/2025, 1:23:29 AM): its not in my account. you can check
[Me] (9/24/2025, 1:23:37 AM): i didnt open any packs yet either
[Employee] (9/24/2025, 1:24:03 AM): You have already made a withdrawal on September 21, 2025, at 04:54 AM UTC.
[Me] (9/24/2025, 1:24:54 AM): what does that mean? i have ea play for 3 months right now and i have it on reurring subscription
[Employee] (9/24/2025, 1:25:28 AM): I mean you have used your FC POINTS.
[Me] (9/24/2025, 1:25:44 AM): on what?
[Employee] (9/24/2025, 1:26:21 AM): Checking!
[Employee] (9/24/2025, 1:34:03 AM): Thanks for waiting!
[Me] (9/24/2025, 1:34:15 AM): no problem
[Employee] (9/24/2025, 1:39:05 AM): I have tried to check but unfortunately, I am not unable to trace where you spend the 2000 FC POINTS on Sep/21/25 04:54AM UTC
[Employee] (9/24/2025, 1:39:27 AM): Just allow me few more minutes. I am thoroughly checking your logs
[Me] (9/24/2025, 1:41:47 AM): ok
[Employee] (9/24/2025, 1:46:49 AM): Thanks for waiting! I’d like to inform you that I’ve checked your logs and can clearly see that you received the pre-order rewards — 2,000 FC Points — on September 18, 2025, at 01:59 PM UTC.
[Employee] (9/24/2025, 1:47:24 AM): You also made a withdrawal on September 21, 2025, at 04:54 AM UTC. However, the specific details of where the points were spent are not showing in our logs due to a glitch in the transaction records.
[Employee] (9/24/2025, 1:47:30 AM): The best course of action right now is to wait a couple of hours and then contact us again. This will allow time for your account to sync properly, and we’ll be able to assist you further with this issue.
[Me] (9/24/2025, 1:47:55 AM): i was asked to wait 24 hours a day and a half ago
[Me] (9/24/2025, 1:48:07 AM): was anything done that would make me have to wait longer?
[Me] (9/24/2025, 1:48:24 AM): the queue is really long so i dont want to keep having to repeat and explain myself
[Employee] (9/24/2025, 1:50:22 AM): Please don't worry! I am taking this note and please save the case number as this chat is recorded you don't to explain it again.

Case number - 222718454

Please come back again after couple of hours let the account logs sync properly so that we will help you accordingly. .
[Me] (9/24/2025, 1:51:19 AM): ok
[Me] (9/24/2025, 1:51:25 AM): thank you
[Employee] (9/24/2025, 1:51:49 AM): Lastly, I'm truly sorry for the inconvenience you may have faced due to this issue.
[Employee] (9/24/2025, 1:51:54 AM): Have a wonderful day !
Thank you for contacting EA Help.
It has been a pleasure to assist you.
If you have any further questions, please do not hesitate to reach out again.