Overview
Learn how to troubleshoot refund issues and other errors you may run into while upgrading from EA Play to EA Play Pro on the EA app.
What is EA Play Pro?
EA Play Pro is only available on PC through the EA app. It’s not available on Steam or Epic. EA Play Pro isn’t available in Brazil. Not on PC? Learn about EA Play on PlayStation® and EA Play on Xbox.
Troubleshoot refund issues when upgrading to EA Play Pro
When you upgrade to EA Play Pro, we’ll refund you for the remaining paid time left on your initial EA Play membership. The refund will be issued to the payment method you used when you first bought your membership.If something goes wrong during the refund process, you might experience one of the following issues.If your problem isn’t covered below, find out how to troubleshoot other EA payment issues.You might get this error for a few reasons, like if your original payment method is no longer on your account or if it expired. To check the status of your refund:
- 1Go to your EA Account and sign in using the EA Account details you used to join EA Play.
- 2Select the Payment and Wallet tab and choose Order history.
- 3Find EA Play in your orders and expand the order details by selecting the + plus sign.
- If you’ve already requested a refund, there’ll be a green Refund bubble under your Order # in the Order Details column.
- If you haven’t requested a refund yet, there’ll be a Request a refund option in the Status column. Select this option to begin the refund process.
- 4Check the status of your refund in the Status column.
- If your status is Completed, your refund was successful.
- If your status is Refund failed, your payment provider denied the refund request, or your payment method no longer exists. If you canceled your credit card or closed your payment account before the refund went through, that may be why it failed.
- This means it’s taking a little longer than usual for us to process your upgrade.
- As soon as it’s finished, we’ll email you to let you know that your upgrade to EA Play Pro went through. Then, we’ll send you a refund for the remaining paid time left on your EA Play membership.
- You can also check the status of your upgrade and refund by signing in to your EA Account, selecting the Payment and Wallet tab, and choosing Order history.
- If the processing time for your refund has passed and you still haven’t received it, make sure the refund process began automatically when you upgraded to EA Play Pro. To do this, go to My Cases to check for a case related to your EA Play refund.
- If you can’t find any cases related to your refund, there might have been an error that prevented the refund process from activating when you upgraded to EA Play Pro. If so, you can manually request your refund.
Troubleshoot other common EA Play Pro upgrade issues
Here’s how to fix some other common issues you might encounter when trying to upgrade to EA Play Pro. If your problem isn’t related to EA Play Pro, find out how to troubleshoot general EA Play issues.- EA Play Pro on PC is only available on the EA app. It’s not available on Steam, Epic, PlayStation®, or Xbox.
- If you joined EA Play on any platform except for the EA app, you can’t upgrade to EA Play Pro.
- If you joined through the EA app, learn how to upgrade from EA Play to EA Play Pro.
- EA Play Pro isn’t available in Brazil.
- All games that are available to play as part of your EA Play Pro membership can be found on The Play List. Not all EA games are available.
- A game you want to play might not be on The Play List for EA Play Pro. Carefully check what games are available to you before upgrading to EA Play Pro.
- Games in The Play List may vary by region and platform. Find out what games are available in your region.
- Games will be added to and removed from EA Play and EA Play Pro over time. If a game is leaving EA Play, the date it’ll be 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.
- Check out the EA Play Terms to learn more about conditions, limitations, and exclusions.
If you upgraded to EA Play Pro, you can downgrade back to EA Play at any time.You can also entirely cancel your EA Play or EA Play Pro membership at any time. If your EA Play issue or error isn’t covered above, contact us. Be sure to describe the EA Play issue you’re experiencing and provide as many details as possible.
- 1Go to your EA Account and sign in using the EA Account details you used to join EA Play.
- 2Select the Subscriptions and Memberships tab and choose EA Play.
- 3In the Your membership section, select Manage membership.
- 4On the new browser page that opens, choose Change Membership.
- 5Select Switch to EA Play and choose from a monthly or yearly payment plan.
- 6Select Confirm Change.