Where is my Apex Coins?

Hi @DeadOdds, 

 

When they ask you to try again with the proof of purchase (POP) it's usually because the images sent in didn't meet the criteria exactly. For example, if they were cropped or edited they can't be accepted and support would ask for new ones, etc. The EA help article 'How to provide proof of purchase' lays out the specifications needed for each proof of purchase (POP) image. Before you resume the case again, it'd be no harm to double-check that the POP you've gathered matches the specifications, and that' should help speed things up when you connect with an advisor next time.

 

In terms of the case oddness, I'm not sure why the chat option wasn't available or how to get it to appear for you again. It might work if you can resume your original case. Do you see an option to pick up where you left off with the original case from your My Cases page? You can find it on EA Help:

 

1. Sign in to your EA Account.
2. Go to My Cases.
3. Select the existing case from the list you want to continue with, then choose Resume Case if it's available.

- EA_Lanna

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Hi @DeadOdds, 

 

Unsure why it's recommending the forums for a purchase case. It might just need a bit of troubleshooting. Could you try the following steps please: 

• If you are on mobile, switch to PC to submit the ticket or vice versa
• Clear the browsers cache and cookies, fully close all browser windows and then try again
• Test it off of a different search engine (so if you're on Google Chrome, try Firefox to see if you can submit a ticket that way)
• It's no harm trying a clean boot to see if you see the same issue after either:  https://help.ea.com/en-in/help/faq/how-to-clean-boot-your-pc/

- 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

Np @DeadOdds. Hoping that does the trick for you but if not, let me know. There's one more thing I'd recommend if the troubleshooting falls through. ____________________________________________________________

＊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

Hi @DeadOdds, 

 

Ok, I was going to suggest not logging in next. It sounds like the account is bugging out, not logging in can help get around that for the sake of reaching the support team. Once you connect with the advisor you can share the original case number with them and they can pull up the details from there.

 

Before you do though, were you able to attach the new PoP files? 

 

- 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