EA app says that a game has been removed from my library

[adonus2]

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@BaneHidari wrote:

One of my Games has been Removed from my library and I was notified that there was an unexplained error when I tried to re-download Madden 24,

 
 How do I Fix this Problem?

CM edit: edited title for clarity.

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[HellsDelight]

Hello, almost all of my Games and Items got removed from my Library. I opened Ticket 175824927 about that issue but the Support is keep telling me that my EA Play License is expired.

I still have a Xbox Game Pass Ultimate License that includes EA Play but that is not part of the problem as its also for Games I bought directly on PC in the EA App. 

Some games it shows "got removed for an unlisted reason" and some show because of EA Play. Both make no sense to me. 

E.g. I bought FIFA 23 on 20.08.2023 but this got removed also. 

The Support is telling me he cant do anything more and also cannot escalate the issue. 

He suggested to me I should play at Xbox on which the Games should work fine. WTH.

How is that possible? There must be some EA Support that sees my Order History and can fix this issue. I bought e.g. FIFA 23 in the EA App and have a legitimate license for it that they just removed and say they cant do anything about it. 

See attached my Order History and the removed game. 

Did anyone else encounter such issues and were you able to solve it? 

The support closed the ticket even though I told him about the Order History and that it has nothing to do with Game Pass or EA Play subscriptions when I buy a Game directly from the EA App. 

What is the escalation process at EA?

I will never buy EA Games from the EA App for sure. Games that I bought on Steam still seem to work but interestingly Games like Battlefield Hardline that I start from the Xbox App no show "No Game found" even though this is one of the Games I bought in the Origin App a long time ago. 

[HellsDelight]

Today while opening a second Support case my Games came back all of a sudden. That Support contact then told me those glitches can happen and we closed the case for the moment. 

Hopefully this issue doesnt come back.

[BarniHUN25]

Games, dlcs, packs are "removed for an unlisted reason"(The Battlefield 2042 was free to play for a few days i think). I managed to get my account back after it got hacked than i cant play the game i wanted...

[GawgPorkChop]

In my case I had about ten removed, all Battlefield 4 DLC. But, I purchased that game on Steam a long time ago. My other EA games are direct from EA app and so far..... touch wood, they are Ok.

So, 1 reason is probably old links to Steam, especially if the game was uninstalled on Steam.

However, by reading this thread there are plenty of other reasons too.

[cashk1ng]

I have this same problem and other people recently have also reported that their copy of specifically Dead Space 2 has disappeared.

What is even more weird, is that from the pictures I've attached, it looks like multiple games, even those I've legitimately purchased and not claimed from Twitch Prime or something, have also disappeared, but as it turns out, out of all these supposedly "removed" games, only Crysis 3 and Dead Space 3 have legitimately disappeared, as in I would have to purchase them again and they do not appear in my library. I have no clue what's going on, but I'm kind of sad because I was actually thinking of replaying Crysis 3.

Also, the dates shown here make ZERO sense, because I literally opened this app a week ago and those games were still there, so it makes absolutely no sense that for example, Dead Space 3 was removed on April 28th, 2021, as I LITERALLY SAW the game IN my library a week ago when I was launching Jedi Survivor.

[GawgPorkChop]

Thanks for those screen shots.

From that it is clear that EA have made a pretty big mess of what  I guess was mean't to be a kind of "cleanup," of no longer valid stuff.

Whatever they did was clearly not intended to go so far. So many people with this issue. A lot of work for EA to do. People who purchased

games absolutely should have full access to them, so it's not a case of If it will be fixed, but when.

EA have no choice but to "give back," what's rightfully purchased. Technically it's a licence we purchase, but if they go down that

road the company will bankrupt itself due to customer fury, and word of mouth.

I wonder how long it will take, and if we get some clear, official info about this from management.

The forum moderators do their best, but really all they can do is offer solutions or pass stuff on. 

I wonder how this is going to turn out?

P.S. In my case the add ons were legit removed as I purchased the game on Steam, never bought add ons, uninstalled it.

Funny thing is they have never shown up anywhere on EA app, or the old Origin which was probably about the time I bought

the game on Steam. 

Pretty weird. Plus advanced notice of this action should have been displayed a month or so before hand. Terribly handled, sadly.

[GawgPorkChop]

Edit: Sorry for double post. But (at least in my case) means never linking EA to Steam or other game platforms.

I am sure that complicated the matter further. De-link!

[MillerPT5]

Hi , There is a solution for deleted games, go to the AE app on the left side at the top of the 4 lines, click there and choose help then app recovery and clear cache I hope it helped you

[Dohler8]

Hello i am posting this here after talking to Sahil from support here are the games that have been removed from my Library here is the list of removed games

battlefield 3 welcome pack
Battlefield 3
Battlefield 1
Battlefield 3 aftermath
Battlefield 3 Armored Kill
Batlefield 3 bac kto karkand
Battleifled 3 Close Quarters
Battlefield 3 End game
Battlefield 3 Limited Edtion
Battlefield 3 Premium
Battleifled 3 China Rising
Battlefield 4 Premium
Battlefield 4 Dragons Teeth
Battlefield 4 Final Stand
Command & conquer Resmasterd Collection
Dead Space
it Takes Two
need for speed Unbound
need for speed Hot Pursuit Remasted
Plants VS zombies Battle for Neighborville Deluxe Edtion
Plants VS zombies Battle for Neighborville Deluxe Edtion upgrade
simcity Cities of Tomarrow
Simcity complete Edtion
skyclops Coaster Crown
airships set
british city set
french city set
german city set
plumbob park
Simcity Heros and villains set
amusement park set
WILD Hearts

if anymore info on what's going on with this 'bug' can be posted i would greatly appreciate it.