How to troubleshoot common EA Play issues and errors

• To preserve your early trial time, make sure to fully quit the game when you’re not playing it.
• If you leave an early trial open and running in the background on your PC, PlayStation®, or Xbox, time will continue to count down, even if you aren’t actively playing.
• EA Advisors can’t reset or add more time to EA Play early trials, even if your time trial ran out because you accidentally left a game running in the background.
• If you bought your EA Play membership on Steam, Epic, PlayStation®, or Xbox, their support teams also won’t be able to reset or add more time to EA Play early trials.

• You need an EA Account to become an EA Play member, even if you join EA Play through Steam, Epic, PlayStation®, or Xbox.
• If you joined EA Play on any other platform apart from the EA app, learn how to link other platform accounts to your EA Account or troubleshoot common account linking issues.

• EA Play Pro isn’t available in Brazil.
• EA Play Pro is only available on the EA app. It’s not available on Steam, Epic, PlayStation®, or Xbox.
• If you joined EA Play through the EA app, check out this article to learn how to upgrade to EA Play Pro.
• If you have an EA Play membership through the EA app and are having trouble upgrading, find out how to troubleshoot common EA Play Pro upgrade errors.

EA Play on Steam, Epic, PlayStation®, or Xbox

• If you joined EA Play through Steam, Epic, PlayStation®, or Xbox, you’ll need to reach out to their support team directly for help with account management, billing, and cancelation.

EA Play or EA Play Pro on the EA app

• If you got your membership through the EA app, find out how to manage your EA Play or EA Play Pro billing and payment settings.
• Depending on where you live, you can use your credit card, PayPal, or EA Wallet to pay for your EA Play membership. If you’re running into issues, check that you’re using an accepted payment method.
• Getting a refund error when trying to upgrade from EA Play to EA Play Pro? Find out how to troubleshoot common EA Play Pro upgrade errors.

EA Play isn’t available on Mac. EA Play for PC and the games on The Play List are only available on PC. Learn how to join EA Play on PC.

If you already have an EA Play membership and try to redeem a code for a membership that’s different than the one you currently have, you might get this message:

Sorry, you can only redeem a membership code that matches your current EA Play membership plan.

To solve this, you can try canceling your current membership and then re-entering the code. 

If you cancel but aren’t at the end of your membership period, you might need to wait until your current membership runs out before trying to redeem the membership code again. Your membership will end on your next billing date.

Learn how to cancel your EA Play membership or find your next billing date.

• With an EA Play membership, you’ll get a 10% discount on a variety of EA digital purchases, such as full games, expansion packs, and in-game currency.
• Make sure the item or content you’re trying to buy is eligible for a discount.
  • If it is, you’ll see Save 10% EA Play Discount Applied next to a strikethrough of the item’s regular price.
  • The Add to Cart button also shows your discount price.
• Check out the EA Play Terms to learn more about discount conditions, limitations, and exclusions.

You can cancel EA Play at any time. Find out how to cancel your membership.

• If you cancel before your membership period ends, you can continue to use your EA Play membership until your next billing date. Some games included in your EA Play membership may remain in your Library until your membership expires.
• If you canceled an EA Play on PC membership on the EA app, check your next billing date to find out when your membership ends.
  • Go to your EA Account and select the Subscriptions and Memberships tab.
  • Choose EA Play and check the Billing information section to find your Next billing date.
• To remove a game from your EA app Library manually:
  • Go to the Library and choose the game you want to uninstall.
  • Select Manage.
  • Choose Uninstall from the dropdown.
  • If prompted, select Yes to confirm that you want to uninstall the game.
• If you canceled EA Play on PlayStation® or Xbox but games remain in your console library, you may need to contact their support teams directly. Learn more about canceling EA Play on PlayStation® or Xbox.

If you can’t find games included in your EA Play membership, check the following.

• Make sure you have an active EA Play subscription.
  • If you have an EA Play or EA Play Pro membership through the EA app, go to your EA Account and select the Subscriptions and Memberships tab. Choose EA Play and check the Your membership section to find your membership status. If your membership is active, you’ll find a green Active button next to your membership details.
  • If you joined EA Play through Steam, Epic, PlayStation®, or Xbox, you’ll need to reach out to their support team directly for help with account and subscription management.
• Check that the game you’re missing is still included in your membership and hasn’t been removed from The Play List for your platform.
• If you haven’t signed in to your EA Account in 35 months, your EA Play membership will be canceled at the end of the current billing cycle. If this happens, you’ll lose access to any games you got through EA Play.
• EA Play Pro members get access to select new releases. If your game is a new release, it may not be included in your membership.

• Games in The Play List may vary by region and platform. Be sure to carefully check what games are available to you before joining EA Play. Find out what games are available in your region.
• Games will be added to and removed from EA Play as part of our evolving service. We usually remove games from both EA Play and EA Play Pro at the same time, but in some cases, a game may stay available for Pro.
• If a game is leaving EA Play, the date it’s being removed will be on the game details page or in your Library, if you’ve added it there.
• EA Play Pro members get access to select new releases. If your game is a new release, it may not be included in your membership. 

• You’ll only see base games in your EA app Library, and not any DLC or expansion packs you own. If you own the base game, this means your DLC is still on your account, it’s just hidden.
• DLC requires a base game to work. If you played the base game while an EA Play member but don’t own it, DLC related to the base game will no longer be usable.
• To find and use the DLC again, you can buy the base game. Or, if the base game is still in The Play List, you can rejoin EA Play to play the base game and get access to the DLC again.
• Learn more about how to find missing content.