HUT - Card not sold stuck in the inbox

[ogysyzz556]

Product: NHL 21
Platform:PlayStation 5
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Have an unsuccessful auction of my 98 HUT Awards McDavid.
What happens when the bug occurs? The cards didn’t sell in auction and were sent to my inbox. I tried to send them back to my collection and it says “this item cannot be added to the set” Impossible to put it back up for auction either. it says “this item is already in auction” I noticed that the number of items sold is 0 instead of the number of items sold, around 3000 and more since October 2020
What do you expect to see? The cards going back to my collection or in auction.
Was the issue in online or offline mode? Online
Insert Game Mode or Feature here HUT
What time did you see the bug? (HH:MM AM/PM) 00:00 AM
What is your time zone? EST (IET) - GMT - 5:30
What is your gamertag/PSN ID? ogysyzz
PS4 Crash Reporting: Please copy the text you put in the crash report here.
EASHL issues? Please insert your Club Region.
What is your game language? French

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I tried to send them back to my collection and it says “this item cannot be added to the set”

Impossible to put it back up for auction either. it says “this item is already in auction”

I noticed that the number of items sold is 0 instead of the number of items sold, around 3000 and more since October 2020

[EA_Aljo · Accepted solution]

@ogysyzz556 

Thanks for those details. I think you'll need to submit a case and get it escalated for investigation. This is an odd issue and most likely one of our specialists will need to see if they can fix it. 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.

[EA_Aljo]

Hi there, @ogysyzz556.

Thanks for reaching out about this. Let's start with some basic troubleshooting. I'd like you to power cycle your equipment with the following steps: unplug your modem, router and console. After 2 minutes plug in the modem and router. Let them come back online completely. Then plug in your console and start it up. Let me know if that helps or not. Thanks!

[ogysyzz556]

it didn't work

[ogysyzz556]

I reinstalled the game and made a restore of my license

[ogysyzz556]

Before selling this card, I bought the 99 mcdavid totw.

[EA_Aljo · Accepted solution]

@ogysyzz556 

Thanks for those details. I think you'll need to submit a case and get it escalated for investigation. This is an odd issue and most likely one of our specialists will need to see if they can fix it. 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.