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We stand by our games. If you’re not completely in love with your purchase, we want to make it right.

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:

To check the status of your return:

  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, contact us so we can help you out.

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:


  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.


  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.

Once you find the Client_log file, attach it to your case when you contact us.

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 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.

Whichever comes first.

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 instead of 24.

These include:

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

Consumers in some jurisdictions 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.

Review the full Great Game Guarantee policy details on

Which third-party games can I return?

Third-party games that are bought from EA Storefronts will need to have the specific Great Game Guarantee designation, in order to be eligible for a refund under the policy.

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.

Right of Withdrawal

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

Contact us to make a Right of Withdrawal request. See the Terms of Sale for more information.

Warranty rights

As a consumer, 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 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 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 for fulfillment.

Contact us for help before you submit a chargeback on your account

If you believe you’re entitled to a refund from EA, contact us before submitting a chargeback. To prevent fraud, we automatically lock any account where a chargeback is requested.

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 by mistake.

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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