If you’re missing currency you earned in-game, or you’ve lost other items or rewards, try these steps.

1. Restart your system, then check your game again.
2. Double-check that you didn’t accidentally discard or use the content somewhere else in the game. We can’t help with items you’ve used or discarded.
3. Make sure you’re logged in to the right EA Account. You can see which EA Account you’re logged in to the About Me section of your account settings.
4. Check the current server status for both your game and your platform. If there are issues with a game or the servers when you’re looking for an item you’ve earned, it may not come through until the issues are fixed.
5. Check @EAHelp to see if we’ve mentioned any issues.

If there are no game or server issues but you’re still missing items, check out our game-specific resources.

If you’re missing premium currency or in-game items bought with real-world money, try these steps.

1. Restart your system, then check your game again.
2. Check the current server status for both your game and your platform. If there are issues with a game or the servers, the transaction may not go through or the item may not appear until the issues are fixed.
3. Make sure you’re logged in to the right EA Account. You can see which EA Account you’re logged in to the About Me section of your account settings.
4. Check @EAHelp to see if we’ve mentioned any issues.
5. Confirm the transaction went through with the physical store or digital retailer, like Microsoft for Xbox or Sony for PlayStation, you purchased it from.
6. If the transaction went through, wait 24 hours from when you made your purchase to see if you get it. It can take time for a purchase to go through and for the items you’ve bought to show up in the game.
7. While you wait, you can check out our game-specific resources for more help.

Once you’re sure the transaction went through, contact us with your proof of purchase.

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

• App Store
• Google Play Store
• Windows App Store.

Before you contact us, check the list below to make sure you earned your Drop.

1. Check your Drop has appeared in your Drops Inventory on Twitch and you’ve completed the watch time needed to earn it.
2. Make sure you signed in to the platform where you wanted your Drops. Your Drops will be delivered to the first platform you log in to, and we can’t get them back if they were claimed on the wrong platform.
3. Make sure the EA Account where you expected your Drop is linked to your Twitch account.
   • If your Twitch account is linked to a different EA Account, your Drop might be there. We can’t get your rewards back if they’ve been claimed on the wrong account or platform.
   • Learn how to link your EA Account to Twitch. It’s best to link your accounts before you watch any streams, so you’ll be eligible for guaranteed Drops and have a chance to win random rewards for watching.
4. Check the Drop criteria. Some streams may enter you in a draw for a Drop, which doesn’t guarantee you’ll get rewards. We can’t help with Drops that you haven’t earned.

If you think you earned your Twitch Drop and still need help, find out how to contact us. Remember, we can’t help with Drops that were sent to another account or haven’t been earned.

Before you contact us, make sure:

• your platform account is linked to the EA Account where you expected your loot
• the same EA Account is linked to your Amazon account.

These three accounts have to be linked together correctly. If they’re not, your loot might be sent to the wrong EA or platform account. We can’t get your rewards back if they’ve been claimed on the wrong account or platform.

If all the right accounts are linked, try these steps.

• Open a new browser window in private or incognito mode.
• Use this link to claim your content again. If it asks you to link your EA Account again, follow these steps to link your EA and Prime Gaming accounts.
• Once you relink, any pending items should go to your linked account.

If you’re still missing your loot, find out how to contact us. Remember, we can’t help with rewards that have been sent to another account.

If you’re missing something in your game, you can try these game-specific steps to get it back.

If your game isn’t listed or you’re still having trouble, find out how to contact us.

Mobile games

If your game isn’t listed or you still need help, the fastest way to get support is by creating a case inside your game. Learn how to get help in your mobile game.

If your game doesn’t offer in-game support, find out how to contact us below.

If you’ve tried these steps and still weren’t able to find your missing content, get in touch with us by scrolling down to the Still need help section of this EA Help page and selecting the available contact option. Make sure you’ve waited 24 hours for your content before contacting us.

Remember, we can’t help with content that’s been used or discarded, hasn’t been earned, or was sent to the wrong platform or account.

• Follow @EAHelp for more information.
• Subscribe to EA Help on YouTube for video walkthroughs and guides.