Bought ME2 DLC years ago, merged Origin accounts, DLC now missing.

[AliceTheGorgon]

Not really sure where to post this. The Bioware contact page (http://social.bioware.com/help_contact.php) says "please use this form to contact..." at the bottom, but doesn't actually have a contact form.

Anyway, here's the story:

About six years ago, I bought some DLC for Mass Effect 2, and then several years later merged my old Origin account with my new one, since when I made the new one I had forgotten that my old one even existed. The DLC was on the old account.

The ME2 DLC seems to have not made the transfer when I merged the accounts, and now isn't listed on the User Entitlements page (https://social.bioware.com/user_entitlements.php) for *either* account.

I *do* still have the emails with the order numbers for the DLCs, and contacted EA help to see if I could get the DLC re-added, but they said that they couldn't add the DLC, and that only Bioware could do that.

As mentioned at the beginning of the post though, I can't seem to find any contact info for Bioware support to try and sort this out.

When I went to the Bioware Social site, the "forum" link (http://forum.bioware.com/) says the forums are offline, and *does* have a bioware email address, but it says it's for "General Inquiries", which sounds like it'd be the wrong address to use for a support question. I don't know though. Anyone know if they respond to support questions there?

Granted, I'm not sure that anyone at Bioware can actually solve the problem, since EA took over pretty much everything, but I figured I'd at least try contacting Bioware since the EA support person said that Bioware was the only one who could add the DLC.

Anyway, thanks for your time.

And as a minor note, I'm about to head to bed, so it'll probably be a while before I can reply back to the topic.

[ThandalNLyman · Accepted solution]

You must have reached a novice Game Advisor (or at least one unfamiliar with the BioWare games.)  It is TOTALLY possible for them to "authorize" your EA/Origin account for the DLC you've already purchased.  Then you can d/l it the (new) normal way from within Origin's "Extra Content" tab of the game title.

Try again.  (I once had to try three times about a problem before I reached someone who had a clue, but the third one fixed things!)

[ThandalNLyman]

Support for all BioWare games is now handled by the EA Game Advisors.  They are the only people who can assist with account, log-on, purchase, entitlement, or refund issues.

You can reach them at help.ea.com/contact-us.

Choose the "Contact Us" or "Chat" option (not "AHQ, you've already done that.)

ProTips:
1. Be at your gaming rig.
2. Be logged-on to your EA/Origin account (unless that's the problem, obviously.)
3. Be able to spend 10-30 minutes "on hold" before reaching someone.

Good Luck! 

[AliceTheGorgon]

Thanks for the reply.

Sadly, EA Chat support were the ones I contacted originally, and they were the ones who said that "there is no option to add DLC from here as that can only be added from Bioware".

Looks like I'll just have to stick with the vanilla game then.

[ThandalNLyman · Accepted solution]

You must have reached a novice Game Advisor (or at least one unfamiliar with the BioWare games.)  It is TOTALLY possible for them to "authorize" your EA/Origin account for the DLC you've already purchased.  Then you can d/l it the (new) normal way from within Origin's "Extra Content" tab of the game title.

Try again.  (I once had to try three times about a problem before I reached someone who had a clue, but the third one fixed things!)

[AliceTheGorgon]

Thank you! That worked!

I ended up going for the phone support, and it took a bit of back and forth along the lines of "Yes, the DLC *does* still exist, I'm staring at it in the store right now." but after a bit they escalated the case to a specialist, and I got an email in the morning saying they'd reactivated the DLC and transferred it to my new account, and it's all working perfectly!

[ThandalNLyman]

So glad you were persistent.
More glad you're able to play again!