Use these steps to send us screenshots, a proof of purchase, a DxDiag, or other info. Our advisors use these to help fix your issue.
Head straight to your My Cases page.
There is a 25MB size limit for each file you attach to your case.
You can check the size of your file by right-clicking on it and choosing Properties. Look for Size on disk and make sure it’s under 25MB.
Trying to send us a DxDiag or a proof of purchase? If your DxDiag file is larger than 25MB, double-check that it’s saved as a .txt file.
If it’s a text file or an image that’s bigger than 25MB, try compressing it:
- Right-click on the file.
- Choose Send to.
- Click on Compressed (zipped) folder.
This will make a smaller Zip file that you should be able to attach to your case.
How do I attach a file?
- When you're logged into EA Help, click Accounts then My Cases.
- Click on the open case you want to attach your file to.
- Click Attach files...
- Find the file you want to attach and click Open.
An orange loading bar will pop up underneath the Attach files… button. When it’s done, you'll see a paperclip icon with the number of attachments you've added.
Once you’ve attached your files, you can get back in touch with us by clicking the Resume button. Pick how you want to talk to us so we can take a look at the attachments you’ve added and get to work fixing your issue.
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