01-14-2014 03:11 AM - last edited on 05-11-2017 12:00 PM by EA_Tom
Based on the information you give us about your issue or question, we’ll recommend the support channel that will get you the best help as quickly as possible.
Not all channels are available for every issue and location. Use the country pull-down in the menu bar at the top of help.ea.com to select your country or the language you prefer. This will make sure you’re getting the right support options for you.
Here are the ways you can talk to us:
Get help from other players
Visit Answers HQ for support from our player community, 24 hours a day. Search for your issue, start a new thread to ask a question, or find solutions from other players just like yourself.
Get help on social media
@ us if you need us! Follow us on Twitter for helpful tips and tricks. Ask @EAHelp any gameplay questions you’ve got in 140 characters or less.
Like us on Facebook! Post on our Page or send us a message if you need our help.
Get help from an Advisor
One of our advisors will call you to help with your issue. Forget about hold times and additional phone charges*: we'll give you an estimated wait time for your call back so you can play your games or grab a snack until we’re in touch.
Chat with one of our advisors to get help. We'll give you an estimated wait time until we’re able to chat and can help you out.
Send your question to us via email. Emails work best for non-critical issues that you may not need an answer right away. That way you can keep gaming while we’re writing up a reply.
Some locations have a direct dial number available*. If you’re in one of those places, you’ll get the phone number that you can use to call us once you’re on the How would you like to contact us? page.
*Depending on your location or network policies, telephone charges may apply. You may be charged when calling from a mobile phone. This number may not be accessible from some mobile network providers. For more information, contact your network provider.
If you need to contact us, we might need some information from you.
For all questions
Know your account information, specifically your email address and username. If you don't have those for some reason, we might ask for other ways to verify who you are.
For billing issues and purchase questions
For some things, we might need your proof of purchase. Have your proof of purchase handy and ready to go so we can get your issue sorted sooner.
For advanced technical issues and questions
We might need some report from your computer to really see what's going on. If you're feeling tech savvy and want to get them before you talk to us, here's what we might ask for depending on your issue:
Game problems or Origin loading issues
Run the Origin Error Reporter so your advisor can review it while you’re talking to them. The Origin Error Reporter checks out your issue and your computer's diagnostic information. It creates a report for us to take a look at so we can see what we can do to fix it.
Run the UOTrace tool to check your connection to our servers. This program provides a report that will show your EA Advisor exactly where the connectivity issue is happening. Connectivity problems can affect game performance. Don't worry about interpreting the report. We'll do that for you.
Crashing and lag
Gather your MSInfo report. This gives us information about your computer, including what specifications it has and if it meets gaming requirements.
Grab your DxDiag. This lets us know what’s crashing and why it’s crashing, what’s slowing down your computer, and what could be causing graphical issues.
When you've got those reports ready
You can attach them right to your help ticket, if you’ve already got one started.
READY TO ROLL?