How to Fix the "You don't have access" Error in EA app - '24 [ Edited ]

[EA_Leeuw]

Hey everyone,

We've noticed some of you are still running into the "You don't have access" error in the EA app while downloading or installing games or DLCs, or when trying to launch one of your games via the EA app (exact errors shown below).

You don't have access

Whether you bought it from us, claimed it via EA Play (Pro) via the EA app, EA Play for Steam, or EA Play through Xbox Game Pass Ultimate (XGPU), or bought it on another platform like Steam or Epic, we appreciate you letting us know about these issues.

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Troubleshooting the error

If you are encountering this error, it could be due to one or more of the following reasons:

• You previously played a trial version of the game that has now expired.
  • Please verify if your EA Play membership is still valid.
• You are signed in with the wrong account in the EA app, Steam, or Epic Games.
  • Make sure you are using the correct account(s) for all relevant clients.
• Instead of launching the game through the partner (Steam/Epic Games) launcher, you are using a direct desktop shortcut.
  • We kindly remind you to launch EA games purchased through Steam or Epic Games only via those platforms. This ensures proper synchronization of your account and entitlements.
• Check if any antivirus, anti-malware, or similar programs are blocking the game, the EA app, or Steam/Epic Games.
  
  
• It's important to understand that this scenario can also be triggered by a valid, temporary issue. When or if this happens, we will confirm this in the thread. Please see the 'Resolved TEMPORARY Outages Resulting in the Same Error' section below for further details.

Additional steps:

• Perform an EA app App Recovery in EA app. 
  • Open EA app menu (top left) --> Help --> App recovery.
• Perform a repair of the game in Steam or Epic.
  • Steam: right-click on the game in Steam --> Properties --> Local files --> Verify Integrity of Game Files.
  • Epic: click the three dots on the right side of the game line --> Manage --> Verify.
• Launch the game from Steam or Epic.

If you have already thoroughly checked the above information and are still experiencing the error, please read further.

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To help us investigate

To help us investigate, please provide as much detail as possible about the error. Without it, it's tough for our teams to identify the potential cause(s). While there most likely isn't a single root cause for everyone, these errors can sometimes occur due to internet interruptions, antivirus programs, network policies, or other factors on your PC.

We've included some helpful links above to troubleshoot. If you've tried everything and the issue persists, please refer to the "Still experiencing the problem?" section below 👇 for instructions on providing the necessary data for our teams to investigate further.

Thanks for your cooperation.

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👉Still experiencing the problem?👈

If you're still experiencing the "You don't have access" error in the EA app while downloading or installing games or DLCs, or when trying to launch one of your games via the EA app, even after updating the client, clearing the EA app cache (if possible), repairing the game on the EA app (or another platform where applicable), or repairing the EA app (only possible on Windows), please share the following requested data with us:

IMPORTANT: Please share an EA app Error Reporter ID here in the thread:

IMPORTANT: Please share the most recent EA app logs and attach them to your post (check here on how to do this):

IMPORTANT: How do you own the game (via EA app, Steam, Epic, EA Play, XGPU, etc.):

Are you playing on a Windows PC or Mac:

If Windows, what Windows version are you using (click here on how to see this):

If Mac, what version of macOS are you using (click here on how to see this):

Timestamp when the issue first occurred (date/time):

What is the exact error that you're getting (this thread is only for the "You don't have access" error):

What is the current version of your EA app (check here on how to see this):
*Edit: if you can't open the client, you can't check this. That's okay!

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❗❗Please Remember❗❗

This thread is for the "You don't have access" error in the EA app ONLY.

For the "There's a problem with your download" or "Something went wrong" error, report it here with the requested data on page 1.

There's a problem with your download

Something went wrong

For the "Games have been removed from your library" notification in the EA app, please go here and take a look at the post on the 1st page.

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Resolved TEMPORARY Outages Resulting in the Same Error

(Click on "Spoiler" to reveal info)

Spoiler

RESOLVED Outage May 22, 2024. "You Don't Have Access" Error in EA app.
RESOLVED Outage Apr. 30 - May 1, 2024. "You Don't Have Access" Error in EA app.

[EA_Leeuw · Accepted solution]

RESOLVED Outage May 22, 2024. "You Don't Have Access" Error in EA app.

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Hi all,

We are seeing RECOVERY of the temporary problem which started on May 22nd at 8 am UTC, which was unintentionally impacting some users, causing them to see the message *"Games have been removed from your library" or *"You don't have access" error on the EA app more frequently than expected.

Recent reports in this forum thread seem to confirm this trend. Thank you for reporting this to us!

If you continue to experience the issue, please perform an EA app App Recovery (clear cache) by following the steps here, or reboot the client or machine.

Thank you.

Previous accepted res.

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*It's important to understand that both scenarios can also be triggered by valid, non-temporary reasons. For further details on these, please refer to the following links:

• For the message "Games have been removed from your library" in the EA app, click here.
• For the error "You don't have access" in the EA app, click here.

[kayserojen]

Hello, I downloaded Star Wars Jedi Survivor about a week ago. I have been playing for a week, but when I looked today, I cannot enter the game. When I click on the game icon, I get the "you don't have access" error. At the same time, I can't see my game from the library.

I have an Xbox game pass account. I have access to the game. I've been playing for about a week. At the same time, I have the game installed on my computer right now. The solution suggestions on the internet did not work.

[55c99f0b992b7f81]

I have subscribe  MS Gamepass for some months.

After a recent update for the XBox App, the XBox App change my user account by different user name (under same email address).   And since then, the EA play seems to link with the changed XBox account and I cannot play EA games via the MS Gamepass anymore.  I cannot open the games I used to play in EA play anymore.  Can you help?

for example, when I continue to force xbox app to run FIFA23, it will open the EA play app.  After some loading time, a small window pop-up and show "You don't have access.  This title may have been downloaded to your device by another user who owns the game .  Log in to a different account or restart the app to try again" (see attached screenshot).  Certainly I had retry /start for both Xbox/ EA play App sometime but they still cannot solve my problem.

Thanks.

[scarrott22]

Exact same problem here. Downloaded and played Jedi Survivor yesterday. Today it doesn't show in library. Tried redownloading and get the "this title may have been downloaded to your device by another user who owns the game. Log in to a different account or restart the app to try again." Am definitely in the correct account and Gamepass membership is active and linked. Have tried restarting PC, App Recovery, logging out and back in, and the 'start downloading Apex Legends' trick, but nothing is helping.

I've submitted the following report through the EA app.

9c00d44e-c245-4938-a00a-9042fef58ebf

[Pontreo]

I have this exact same problem, I have last played it about 3 hours ago no problem but now when I launch it through the Xbox PC app, it says I don't have access to it for some reason. It also disappeared from my library in EA App even though it is still downloaded on my PC. This shouldn't even be problem about the Game Pass since our EA accounts have EA Play access and Jedi Survivor is an EA Play title now. What changed in the last couple of hours?

[JZB95]

I can't launch the game and it is not in my EA library as well. Tried through the xbox app on PC, same issue. I have the game through PC gamepass. Please help. 

[Fla-vj4]

Same problem here. It tells me that the game is perhaps installed using another account, but I don't have another account. I've tried everything. I can't even reinstall it, it gives me some unknown problem.

I have played it about 8 hours ago.

[UnavengedAvo]

I ran into the same issue as well, I have been playing Jedi Survivor for the last few days and wanted to carry on playing today, and also got the error saying that I do not have access to the game.

I checked my EA Play account and it still states that I have a membership through Xbox Game Pass. 

Edit: I checked my membership on the EA Play app as well, and it also shows that I have a membership through Xbox Game Pass.

Edit Part 2: I have also reported it via the EA Play App - 73b7654d-ac84-49cc-80ba-3a4a433eb7ae

[Cyberstyx]

Same issue, EA Play through XBOX Game Pass, was playing up to a few hours ago, now the game won't start, EA App says I don't have access to it, I can't add it to my library, there 's a problem with re-downloading it.

My EA Play titles got removed too from my EA Library, only bought ones remain.

No issues with accounts in XBOX Game Pass and EA Play, no issues with the link between them.

After clearing EA Apps' cache and trying to download the game, XBOX Game Pass doesn't recognize the game as installed and asks to re-install it, which fails from the EA App.

Contacted support from their chat, they acknowledged the issue and asked to keep looking here until it's resolved.

I would suggest everyone make a copy of their  saves files (C:\Users\[UserName]\Saved Games\Respawn\JediSurvivor\)

[Avatarmason]

also i had fallen order installed prior to trying to install jedi survivor. was almost at the end of fallen order so thought id download survivor only to keep getting a download error after trying to prepare download, now fallen order has vanished from boss Xbox and ea library and wont let me play either games now. if i launch fallen order from start menu i just get this msg