Missing Apex Coins

[bluederek77]

Product: Apex Legends
Platform:Xbox Series S
Please specify your platform model. Microsoft Xbox Series S
What is your gamertag/PSN ID/EA Account name? kyigraal
Please provide your squad mates' gamertag/PSN ID/EA Account name if possible. Was by myself in the lobby
Are you using any software with an overlay? No
Which Legend were you playing (if applicable)? I was in the lobby
Which Legends were your squad mates using (if applicable)? In the lobby
Where did the issue occur? In the lobby (waiting area before the match)
Which part of the map or menu were you in? If you don't remember the exact name, please describe the area or what you were trying to do in the menu. In the lobby
What were you doing when the issue occurred? E.g. respawning a squad mate at a beacon, using an ability, a squad mate left the game. In the lobby
Did your squad mates also experience the issue? I don't know
How many matches had you played in a row before the issue occurred? None
When did this happen? (dd.mm.yy hh:mm) 7-3-23 5:24 PM
How often does the bug occur? Often (50% - 99%)
How severe is your issue? Minor impact to gameplay
What happens when the bug occurs? I bought the highest amount of apex coins literally $95.95 and I didn’t receive it at all this is insane. I worked so hard for this money.
What should be happening instead? Instead i should be getting apex coins that i spent $95.95 for.
Steps: How can we find the bug ourselves? I’m not sure I just want a refund on my money.

‌

https://www.xbox.com/play/media/5NPRYA9T2A 

Literal evidence of not getting my apex coins please refund EA.

[EA_QueenBee · Accepted solution]

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

[XHelperZ]

@bluederek77 

Apex Coins can take up to around 24 hours before it's seen in your inventory from what I've heard.

I'd recommend to contact support if you haven't received your coins after 24 hours.

You can contact support via this link: https://help.ea.com/en/contact-us/

[EA_QueenBee · Accepted solution]

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