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Find out how to get a refund for games that qualify under the Great Game Guarantee.

How to get refunds Great Game Guarantee Statutory rights Subscriptions Cancellations More info

There are two ways you may be eligible to get a refund for your game.

  1. Through the Great Game Guarantee.
  2. Your statutory rights.

If you have games that qualify for a refund through the Great Game Guarantee, log in to your EA Account and complete the refund request form on EA Help.

How do I check my refund status?

Here’s how to confirm the status of your refund.

  1. Go to the My Account page.
  2. Click on the Order History tab.

If your refund doesn’t appear in My Cases, and the processing time for your payment method has passed, let us know by following these steps.

  1. On the EA Help homepage, enter the title of your game into the search bar.
  2. Choose the game you need help with from the search results.
  3. Choose See all help topics.
  4. Choose the Orders category.
  5. Choose I want a refund.
  6. Choose the available option to connect with an EA Advisor.

When you contact us for help, we may need your Client_log file to verify your eligibility for the refund. Here’s how you can find it:

PC

  1. Hold the Windows key + R.
  2. In the command box that opens, type %AppData% then click OK.
  3. Click on AppData in the address bar.
  4. Open the Local folder, then the Origin folder, then open Logs. You should see the Client_log file in this folder.

Mac

  1. Go to the Finder menu.
  2. Click File, then New Finder Window.
  3. Press cmd + shift + G.
  4. Search for ~Library/Application Support/Origin/Logs. You should see the Client_log file in this folder.

When you play a game for the first time, you want a great experience. We want that, too. And while we can't guarantee that you'll never come across a glitch, we’ll do what we can to make it right if something goes wrong.

That’s why we call it the Great Game Guarantee: if you don't think it’s great, return it.

What's refundable under the Great Game Guarantee?

You may return eligible EA full game downloads (PC or Mac) and participating third-party titles purchased on the EA app or Origin for Mac for a full refund.

You can make a refund request:

  • within 24 hours after you first launch the game
  • within 14 days from the day you bought it, if you have not launched the game
  • within 14 days from the release date if you pre-ordered the game and haven't launched it yet.

What if my new game doesn't work?

If you buy a new EA game within 30 days of its release date and can’t play it due to problems outside of your control, you can request a refund within 72 hours after you first launch the game.

These include:

  • server issues
  • bugs
  • other technical issues on our side.

Players in some jurisdictions who have made purchases may have additional rights to remedies including refunds where the game is faulty. Read our article on EA’s warranty policies for more information.

What can't I get a refund on?

  • You can only return the same game twice. Once you've gotten two refunds for a game, you can buy it again—but you won’t be able to get a third refund.
  • If you bought a bundle of games, including games with extra content, all games and content have to be returned together.
    • Certain game editions that include virtual currency and/or content packs are excluded from the Great Game Guarantee.
  • Downloadable content (DLC) and in-game currencies are not refundable if purchased separately.

Read the full Great Game Guarantee policy details on ea.com.

Which third-party games can I return?

Third-party games need to have the specific Great Game Guarantee designation at the time of purchase to be eligible for a refund under the policy.

Downloadable content (DLC) and other third-party games purchased aren't eligible for the Great Game Guarantee.

Check out the Great Game Guarantee Policy for more details.

Right of Withdrawal

In certain countries, consumer law includes a Right of Withdrawal, which is a right to cancel orders of digital content. This can include digital subscriptions purchased online within 14 days from the date of purchase, as long as the content hasn't been downloaded or the subscription service hasn't otherwise been accessed. The right to cancel is lost if the content is downloaded within the first 14 days from the date of purchase or upon expiry of the 14 days, whichever is sooner.

Follow the steps below to make a Right of Withdrawal request.

See the Terms of Sale for more information.

Warranty rights

As a player, you have certain statutory warranty rights under local law in relation to purchases of digital content. These are your legal rights and may allow you to request a repair, a partial or full refund, or a replacement for a faulty EA game or other offering from the retailer that you bought it from.

Learn more about EA's warranty policies in your region.

EA Play for PC memberships are generally not refundable. Request a refund on EA Help if you think you might be entitled to a refund.

We can’t cancel orders placed on the EA app or on EA.com once they’re submitted, since those orders are processed upon completion.

Pre-orders can be canceled up until the date the pre-ordered content is released.

If you believe you’re entitled to a refund from EA, contact us before submitting a chargeback.

  1. On the EA Help homepage, enter the title of your game into the search bar.
  2. Choose the game you need help with from the search results.
  3. Choose See all help topics.
  4. Choose the Orders category.
  5. Choose I want a refund.
  6. Choose the available option to connect with an EA Advisor.

If you submit a chargeback for a refund that is outside of our refund policy, we may take one of the following actions:

  • lock your EA Account
  • remove the content charged back.

In either case, we’ll send you an email about our decision and what you can do about it.

Some payment methods may be non-refundable

For some other payment methods, including BoaCompra, you’ll have to contact us directly to request a refund. Read more about payment methods and refunds here.

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