Our Great Game Guarantee only applies to purchases made in the EA app or Origin.
When you play a game for the first time, you want it to rock — to be worth all you spent on it. 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.
You may return eligible EA full game downloads (PC or Mac) and participating third-party titles purchased on the EA app or Origin for a full refund.
You can make a refund request:
Whichever comes first.
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 — like server issues, bugs, or other technical problems that are on our side — you can request a refund within 72 hours after you first launch the game instead of 24.
Request a refund right here on EA Help. You’ll be able to see if your games are eligible for the Great Game Guarantee. If you have games that qualify for a refund, you can complete and submit the refund request form.
Check the status of your return in your Order History on the order summary page.
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:
Once you find the Client_log file, attach it to your case when you contact us.
For some other payment methods, including BoaCompra, you will have to contact us directly to request a refund. Read more about payment methods and refunds here.
If you are entitled to a refund from EA please contact us. Our processes are set up to ensure that all rightfully claimed refunds are granted. We automatically lock any account where a chargeback is requested to prevent fraud. If your account is locked due to suspected fraud, we’ll send you an email with more information, including how to contact us if you think your account has been locked in error.
Downloadable content (DLC) and other third-party games purchased are not eligible for the Great Game Guarantee.
Check out the Great Game Guarantee Policy for more details.
EA Play for PC memberships are not refundable. There are some exceptions to this that allow us to offer refunds under certain circumstances.
Looking for information about Pogo? Check out our article on how to cancel your Club Pogo subscription.
To find out more, get in touch with us.