How to find missing EA currency, items, and rewards

6 min read

Overview

If you can’t find your in-game content, restart your system, check you’re logged in to the right EA Account, and make sure there aren’t any server status issues. Then, use our guide to get help for your game and anything you bought with real-world money. If your content hasn’t appeared after 24 hours, contact us with your proof of purchase.

Table of Contents

How can I find my missing content?

 If you’re missing all your items, your EA Account might have been hacked. Find out how to re-secure your EA account.

1. Restart your system 

Restarting your system can help missing content load. Once you’ve restarted your game, check to see if your content has loaded. 

2. Check which EA Account you’re logged into

If you’ve got more than one EA Account, you might be logged into the wrong one. Go to the Account Information section of your account settings to check which EA Account you’re using. 
  • Logged in to the EA Account where you want your content to appear? This means you’re logged in to the right account. 
  • If your content has been sent to the wrong EA Account, we can’t transfer it. 

3. Check for server status issues 

If your game or platform’s servers are down, your content might not come through until issues are fixed. Check our EA server status page and see if we’ve mentioned any problems on X.

4. Check in-game

Make sure you didn’t accidentally discard or use your content somewhere in your game. We can’t help with items you’ve used or discarded. After you’ve finished the troubleshooting steps above, check out our steps for your game or reward for more help. 
Playing a mobile game? The fastest way to get support is by creating a case from your game—use our guide to get started.

5. Missing something you bought with real-world money? Check your transactions 

After you’ve tried the steps above, confirm the transactions went through with your bank account and the physical store or digital retailer.
If the transaction went through, wait at least 24 hours from when you made your purchase. It can take time for a purchase to go through and for the items you’ve bought to show up in the game. 

If you’re playing a mobile game and would prefer a refund, you can request one directly from your seller.

6. Contact us

If you’ve tried the steps above and waited 24 hours but your content still hasn’t appeared, contact us from the bottom of this page. Remember, we can’t help you before 24 hours have passed. We also can’t recover anything that you didn’t earn, sent to the wrong platform or account, or discarded or Quick Sold.Try to have this info ready so we can help you faster.
  • Your EA Account email
  • The type of console or platform you play on (e.g., PC or PlayStation®)
  • Your platform account username
  • Details about the missing content
  • How or where you got the content
  • The approximate date and time you got the content and when you noticed it was missing.
  • Proof of purchase if you bought the missing content with real money
Proof of purchase is usually an image of your transaction history and purchase confirmation which includes info like the product name, purchase date, and your details.For more help, read our guide on how to provide proof of purchase of your EA game.

Apex Legends

  1. 1
    Quit the game completely, then restart it.
  2. 2
    If you’re playing on Steam or redeemed a promo code for your missing content, try launching your game from the EA app.
  3. 3
    Check if you bought your Apex Coins on the Nintendo Switch™.
    • Coins bought on the Nintendo Switch™ can only be accessed there. Your Wallet for other platforms won’t be visible on the Nintendo Switch™.
Your balance can also go down because of refunds. If you get a refund in real-world currency, we’ll take an equivalent amount of Apex Coins from your Wallet. This can give you a negative balance. 

Battlefield 6

Pre-order content, Battlefield 6 Beta rewards, Phantom Edition content, and content unlocked in Battlefield 2042 through the Road to Battlefield 6 event will be available at launch or when you log in.Check the Loadouts tab to find your content. 
  • When you get new content in Battlefield 6, a dot will appear next to the tab where your item is. 
  • A dot will also appear inside the tab if something’s new or you haven’t seen an item before.
If you can’t find something, check your eligibility for each content type below.The Loadouts tab in Battlefield 6 has a dot next to it. A red arrow points to the Loadouts tab.
You can find most Battlefield x 5.11 items in the Loadouts menu. Make sure your faction is set to NATO when you look for soldier skins.

EA SPORTS™ College Football

There are some missing items we can’t help you with: 
  • limited edition cards
  • missing XP
  • mistaken picks on Draft Packs.
For Coins, Point, Packs, Players, or other items, here’s what to do.
  • If you’re missing Coins, make sure you haven’t already spent them.
  • If you’re missing Points, check your transaction or order history to make sure your Points purchase was successful.
    • On the EA app, go to Account Settings and check your Order History.
    • On Xbox, choose Profile and go to Account. Select Payment & Billing and then Order History.
    • On PlayStation®, head to Profile and select Transaction History. 

EA SPORTS FC™

If you Quick Sold or discarded a Player Item in EAS FC Ultimate Team™ and want to get it back, you can use Quick Sell Recovery for up to seven days to get it back. Read our Quick Sell Recovery guide for help. For other missing Items, Packs, Points, and Rewards, here’s what to do.
  1. 1
    Restart Ultimate Team™.
  2. 2
    Make sure you didn’t Quick Sell the Player or Player Item. You can undo up to 5 Quick Sells for Player Items per 31-day period with the Quick Sell Recovery tool.
  3. 3
    Check out the EAS FC Direct Communication channel for issues.
Player Items that have been discarded or submitted into a Squad Building Challenge (SBC) can’t be recovered.

If you’re missing a different item: 
  1. 1
    Double-check your Club to make sure it’s not there.
  2. 2
    Check the Store to see if you have any unclaimed Items.  
  3. 3
    Check Transfer Targets to see if your Player Item purchase in the Transfer Market was successful.
  4. 4
    Check your Won Items and Expired Items to see if it’s there.  
    • If a Player Item gets stuck after you’ve bought it from the Transfer Market, it should be automatically corrected within 72 hours. Check your Transfer Targets to see if your Item appears after 72 hours.
  5. 5
    Make sure you didn’t Quick Sell the Player. You can undo up to 5 Quick Sells for Player Items per 31-day period with the Quick Sell Recovery tool.
  6. 6
    Look for the Pack in your My Packs section of the Ultimate Team™ Store in EAS FC Ultimate Team™
    • In EA SPORTS FC™ 24 VOLTA FOOTBALL™, you’ll find it ​​in the Change Outfit section under Customise.

Madden NFL

  • If you’re missing Coins, make sure you haven’t already spent them.
  • If you’re missing Points, check your transaction or order history to make sure your Points purchase was successful.
    • On the EA app, select Account from the menu bar and choose Order History.
    • On Xbox, choose Profile and go to Account. Select Payment & Billing and then Order History.
    • On PlayStation®, head to Profile and select Transaction History.

The Sims 4

After claiming your rewards, you can find them in Build Mode or Create a Sim. All reward Items are marked with a Plumbob icon.

To find Items in Build Mode:
  1. 1
    Open Build Mode and select Filter Items.
  2. 2
    Open the Special drop-down and check Event Rewards. This will filter Build Mode to only show reward Items.
To find Items in Create a Sim:
  1. 1
    Open Create a Sim.
  2. 2
    Select the Filter Items menu.
  3. 3
    Choose the Special drop-down and check Event Rewards. This will filter Create a Sim to only show reward Items within each category.
Consumables and collectibles

Consumables and collectibles like plants, potions, and crystals, can only be unlocked in Live Mode. 
  1. 1
    Enter Live Mode. 
  2. 2
    Open the Event Screen by selecting the Event Icon in the top-left corner. 
  3. 3
    Select Claim.
Once you claim these rewards, you’ll find them in your Sim’s personal inventory. In Live Mode, select the storage box icon from the bottom left to access your Sim’s personal inventory. If you sell or delete a collectible reward you unlocked, you can buy it through Buy Mode.
  1. 1
    Select the My Collection tab and open Manage Storage to check if your content is installed. 
  2. 2
    Open the game and narrow down your search by using the Maker Packs Filter in Build Mode and Create a Sim.  

Twitch Drops

If you can’t find your Twitch Drops, try these steps.

Prime Gaming loot

If you can’t find your Prime Gaming loot, try these steps.1. Make sure your accounts are linked
  1. 1
    Make sure your EA Account is linked to your platform account and your Amazon account. 
    • You can check what your EA Account is linked to in your Account Settings.
    • All three accounts must be linked together correctly. If they aren’t, your loot might go to the wrong account, and we can’t transfer it for you.
  2. 2
    If your accounts aren’t linked, follow these steps to link your EA Account.
2. Claim your content again  Once you’ve checked your accounts are linked correctly, you can try claiming your content again. 
  1. 1
    Open a new browser window in private or incognito mode. 
  2. 2
    Use this link to claim your content again. If it asks you to link your EA Account again, follow these steps to link your accounts.
  3. 3
    Once you relink, any pending items should go to your linked account.
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