EA_Kent

Hi @Krampus_ii. 

I appreciate it. I can see that you spoke with the EA Help team quite a while ago about those missing coins. It looks like they had to escalate the case up for further investigation by the studio. The case hasn't been closed, so it's still in the process of investigation. 

Unfortunately we don't have a way of seeing how long that may take. These situations are investigated on a case-by-case basis, so the time frame can vary. Hopefully it's something that can be sorted out soon. Thanks for being patient while it's under investigation. 

/Kent

@PedroMaia08 

Nice, thanks for letting me know it helped! I'm glad to hear it. 

/Kent

Hi @Murifantu. 

When you have a chance can you try repairing Apex Legends in Origin to see if that helps at all? If there's something missing or corrupted in the game data that may help. 

If you right-click on Apex Legends in your Origin Library you'll see a Repair option when the menu comes up. Let me know how it goes when you can. 

/Kent

Hey @Fratzy1. 

I'm wondering if there's something else taking focus from the game window so that you're not able to actually interact with anything. We have been working on fixing an issue with the Origin client taking focus in some situations, which might be happening here as well. 

When you have a chance can you try this for me? 

1. Close Origin and its services processes (OriginWebHelperService.exe and OriginClientService.exe). 
2. Delete all files in the following folders: 
- "C:\ProgramData\Electronic Arts\...

Hey @PedroMaia08. 

This is something I've seen happen sometimes when a new season starts up. Usually it will go back to normal after you play a few ranked matches. After a bit the ranks should sync up. 

/Kent

Hey @otfort1. 

There were some connection issues yesterday, but they've since been fixed. Are you still having any problems connecting? 

/Kent

Hmm, gotcha. 

Can we try some troubleshooting steps to see if that helps get that fixed? 

First, I'd recommend starting off with the basic connection troubleshooting steps over at the EA Help website. Those can tackle a lot of the more common connection issues that we see, but if it keeps happening afterward check out the ...

@Krampus_ii 

Do you have a case number that I could take a look at? 

/Kent

Hey @CompleatBeet_963. 

Edit: Updating this post since we recently announced that cross-play will be coming to Apex Legends in the future. For more information check out the EA Play 2020 Announcements thread: 

https://answers.ea.com/t5/News-Game-Updates/EA-Play-2020-updates/m-p/9232819#M77

I'm afraid we don't have any updates on cross-play or cross-saving for Apex Legends. I know it's something people have been asking about for quite a while, b...

Hey @gixginge. 

I've seen this happen occasionally. Usually all you need to do is play a couple rounds of ranked, and the ranks in the lobby will sync back up. Unfortunately you might need to solo queue to get the ranks synced back up so that you're close enough in rank with your friends so you can queue together. 

If you're not even able to queue up for ranked on your own, what are you seeing when you try? Is it giving you any error messages at all? 

/Kent

@Krampus_ii 

Are you not able to set up a case through the EA Help site? What are you seeing when you try to create one? 

/Kent

@Kdog3501 

What's the full error message you've been getting? 

/Kent

@lRCHRDl 

I see, thanks for the details. 

When you have the chance please reach out to the EA Help team so they can pull up your account and take a look at this purchase. Unfortunately payment issues aren't something we're able to investigate here on Answers HQ. 

For more details on how you can set up a case with them check out the ...

Hey all. 

Unfortunately we haven't heard any updates on if this is something that will be coming to Apex Legends in the future. If cross-saving does happen we would definitely share an announcement so that everyone knows. 

A good place to watch for news and updates on something like this would be over at the Apex Legends Twitter page. The team will post updates there when they have information to share about the game. 

/Kent

Hi @lRCHRDl. 

Are the funds from the failed purchase showing as pending in your bank account balance, or have they actually been withdrawn? 

/Kent

Hi @Krampus_ii. 

I'm afraid that missing coins aren't something we can investigate here on Answers HQ. The EA Help team would need to pull up the account and take a look. 

For more info on how you can set up a case with them check out the EA Help web...

Hi @yadnexsh. 

Account bans are not something we're able to help with here on Answers HQ. The Terms of Service team would need to take a look at the account and determine if the ban could be overturned. If you haven't already please reach out to them so they can review your account. 

For more information on how to create a case with them check out the ...

Hey @bertmolinaarmy. 

I can definitely understand the frustration with this, but unfortunately we don't have a way to look into missing coins here on Answers HQ. The best thing to do would be to reach out to the EA Help team so they can pull up your account and take a look. 

For more info on how to create a case with them check out the ...

Hi @LordFlackoBankai. 

There should be an option to disable this in the accessibility settings in-game. You should see the option to open the menu from the title screen when you first start up the game. 

One of the options there says Enable Accessible Chat Features. You can adjust this setting so that it will not convert the in-game chat to voice. 

/Kent

Hi @X3nomorphIV. 

Are you currently using a VPN or anything like that? If so, can you try disabling it to see if it lets the purchase go through afterward? 

/Kent