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Thanks for answering my question but it seems that he has finally solved the problem...
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@Chemist2192 Did he have his game linked or was he playing on a guest account?
@Chemist2192 Glad that he was able to get it sorted.
Find and tap Contact Support in-game under Settings, or contact us on EA Help.
Try these steps first to clear up any problems you may have when connecting to an EA game.
Reset, update, or link your account information.