[2021] Missing Apex Coins

Hi there, @Pachuurisu.

For help with missing content, please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

@Pachuurisu 

I'm sorry, but we can't discuss your account details on Answers HQ. This isn't something I can help with. You'll need to continue working with an advisor.

Hi there, @ShadowZero042.

Please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

@ShadowZero042 

I can see those coins were added to your account. Since you can't see them, contact an advisor again. They should be able to get this figured out.

Hello, @hazard22god 

Please see my previous post in this thread with instructions for contacting support to have them look into your missing coins. Thanks!

Hey @SilentMovezz,

If you're still not seeing this new batch of coins show up after that 24 hour period, please be sure you're including these proof of purchase screenshots when you reach out to support. 

We are unable to review these requests on the forums, but support will need that specific info to look into this further for you, thanks!

Note that if you're still waiting to hear back and don't have a live chat option currently, you can also speak with them over Twitter or Facebook instead if that's easier.

Hey there, @iiTzNuggett 

An advisor should be able to replace those coins, but you'll need to wait 24 hours to see if they show up first. If they don't, please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

@KellzDoe 

I'm very sorry, but we can't help with this through Answers HQ. I checked your case though and I can see the advisor helped you out. If you have any other issues, please reach out again. Good luck and have fun

Hey there, @SivaasKriaan 

I'm really sorry, but we can't help with missing content through Answers HQ. The best I can advise is to contact support again. To do that, try messaging @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

Hi @iiTzNuggett, 

Generally when the support team share they can't proceed with the claim it's because the proof of purchase didn't meet the criteria or wasn't legitimate. So, the best thing to do is make sure the contents contained in the images you're submitting match the specifications specifics outlined in that article for any PlayStation purchases, "How to provide proof of purchase": 

---

@EA_Help wrote:

Please provide the following images from either your PC or console (mobile images won't be accepted). They should be full-screen, uncropped images.

---

^ Note how it calls out that images taken from your phone can't be accepted, this much be from your PC or console. There is also a second call out sharing that these screenshots need to be full-screen and can't be snipped or cropped down. After making that clear the article next shares what they need each image to include, regardless of the platform. I've popped the criteria under the spoiler tags for each image requested.

- Screenshot #1

• A screenshot of your profile webpage (under the Profile tab) showing:
  • Web address bar/page URL
  • Your name
  • Your profile picture
  • Your email address
  • Your PlayStation™Network online ID

- Screenshot #2

• A screenshot of the Transaction Details page from the PlayStation™Network website showing:
  • Web address bar/page URL
  • The item purchased
  • Date of the purchase
  • Price paid
  • Payment method

- Screenshot #3

• This photo must be of your TV showing your console’s interface and the transaction details, and it must show:
  • Your email address
  • Your PlayStation™Network online ID
  • Your profile picture
  • Description of the product purchased
  • Transaction number
  • Date of the purchase
  • Price paid

To help you with capturing these images from your PC or Console and not your phone, the article then includes PlayStation 5 specific guides to walk you through how to do so depending on which platform you choose to go with: 

- Console

• To get to this screen from your console: 
  • PlayStation 5: Settings > Users and Accounts > Account > Payment and Subscriptions > Transaction History. Choose the account for the transaction, select a date range, then find the transaction to view its details.

- PC

• To get to this screen from your console:
  • PlayStation 5: Settings > Users And Accounts > Payment and Subscriptions > Games and apps services > GAME > Click on the game to display the content.
• Your Services screen should say “0” under Remaining. If it says “1,” then the currency hasn’t been transferred and you’ll need to contact PlayStation for help.

Any edits or cropping to these images would automatically disqualify it from passing those checks. I can't stress this enough, images take through the phone or with a phone camera wouldn't meet the criteria they need.

Ensure those steps are followed, and the support team will be able to verify any legitimate claim sent in. 

Thanks, 

EA_Lanna

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Hey @TheInsane797,

If you haven't received the Apex coins you bought, and are having a hard time getting through to our live support via email, I recommend contacting them again and trying to start a chat instead. If you don't see the option for one, then try going back and selecting a different issue until it pops up:

https://help.ea.com/en/contact-us/

If that doesn't work, you can always try reaching out to our social team via one of the following methods:

• Twitter - Select the message icon to get assistance 
• Facebook - You can select the 'send message' option on the accounts home page.

They'll need to see proof of purchase. This article shows exactly what they'll need:

https://help.ea.com/en/help/account/how-to-provide-proof-of-purchase/#xbox

(I assume you play on Xbox since you mention your Microsoft account, but it has steps for every platform.)

Hey @BLUEDEREK77,

We're unfortunately not able to help with missing content here on the forums, but I'll try to direct you to people who can.

If you'd like to get the apex coins that you didn't receive, as @XHelperZ said, it can take up to 24 hours for them to appear. If they're still not there after that, I recommend reaching out to our live support via the following link:

https://help.ea.com/en/contact-us/

They'll be able to make sure that you get them. If you're reaching out to them, then I recommend starting a chat if you can as it's the fastest way to get help. Once you've selected your product and platform, try picking "Manage my account" -> "Hacked account". That's pretty consistently given me a chat option. Also note that you'll need to provide proof of purchase; this article shows you what you'll need:

https://help.ea.com/en-gb/help/account/how-to-provide-proof-of-purchase/#xbox

If you're certain that you just want a refund, then you'll need to reach out to Microsoft. We can only help with refunds if they're made via the EA app, otherwise you'll have to refer to your retailer. You can reach out to Xbox support here:

https://support.xbox.com/en-GB/help/subscriptions-billing/buy-games-apps/refund-orders

@AlphaMacg Which platform were the coins purchased on? 

When you try to contact live chat what happens?

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@AlphaMacg Happy to hear it was resolved. So the best thing to do for this if it happens again is log in to like an Xbox One, or any one of the previous-gen consoles if you can.

Since they are account based, once you log in it should naturally just sync up with your account and add them.

The following also help with situations like this for most game currency in general

• Quit the game and other running apps from Quick Resume (For Series X|S consoles)
• Remove any connected device, or additional USBs from the console then restart the Xbox and check
• Check for updates
• Try the steps in our Connection and Advance Connection Guides
• Open you're Xbox NAT Type
• Change DNS settings (You can use the public Google DNS primary: 8.8.8.8, secondary: 8.8.4.4, unless there is a different DNS you would rather use) 
• Persistent Storage
• Select Persistent Storage > Clear Persistent Storage
• Alternate Mac:
• Go to settings > Select General  > Then Network settings
• Go to advanced settings > Alternate Mac address > Select clear
• Select restart

＊Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
＊Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
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Hi @SpiritDawg, 

I'm sorry to hear that. This isn't something we can look into from the forums unfortunately. As these are public boards where we're unable to verify or discuss your account details which is needed for missing content cases. With valid proof of purchase, the support team should be able to verify the claim and help restore the missing content from there. Usually when they are unable to help, it comes down to the proof of purchase not meeting the criteria outlined in this guide.

• How to provide proof of purchase

Can you take a look over that guide and make sure the proof of purchase screenshots specified for your platform matches exactly the specifications required. for example, the images aren't cropped or taken from a phone, etc. Only proof of purchase matching the exact criteria can be considered. 

That might help things.

- EA_Lanna

＊Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
＊Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
＊XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.

Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds

Hey there, 

I understand you're experiencing issues with the contact options after creating your case on our website. Could you please confirm if you are able to resume your case in order to start a live chat or send an email to one of our advisers? If not, could you try creating a new case and then, after receiving a response, resume that case to proceed?

1. Sign in to your EA Account.
2. Go to My Cases.
3. Select your existing case from the list, then choose Resume Case.

This article may also be helpful to you:  How to buy, use, and find your Apex Coins

I checked the form myself and it seems to be working on my end. I am using the newest Chrome browser. 

Here are the steps I take to start chat with our team. 

1. To open a new case on our home page go to https://help.ea.com/en/help-home/ and select the game.
2. Then click on: See all help topics.
3. Select Missing content
4. Then you can select the followingcategory, as explained in the article: I'm looking for something I bought
5. Click on EMAIL US to select your platform
6. After the initial case is created, it will show Waiting on player status. When you click on it, you can Resume the case to start a new chat. 

Hey @skysancc,

Currency is actually handled differently on Switch than other platforms due to certain requirements.

Both purchased and earned Apex Coins or Exotic Shards on Switch will only be available on Switch and cannot be used on other platforms. Similarly, if you earn/purchase those on other platforms, you wouldn't be able to use them on Switch unfortunately.

Exotic Shards were not yet released at the time Cross Progression was implemented so they're not included on the chart below, but that would fall into the same category as the Apex Coins.

CURRENCY

Cross Progression in Apex Legends™ (ea.com)