How to get a refund for EA games

Updated 2 weeks ago3 min read

Overview

Find out how to get a refund for games that qualify under the EA refund policy.

Table of Contents

What's the EA refund policy?

When you play a game for the first time, you want a great experience. We want that, too.Under the EA refund policy (formerly known as the Great Game Guarantee), you may return eligible full EA game downloads (PC or Mac) and participating third-party titles purchased on the EA app or EA.com for a full refund.Keep in mind, EA can’t process refunds for purchases made through other online platforms or from physical retailers. These include, but aren’t limited to:
  • Console storefronts like PlayStation®, Xbox, and Nintendo
  • PC game platforms like Steam and Epic
  • Mobile app stores like Apple and Google
  • Retailers such as Target, Best Buy, or Walmart
For those purchases, please refer to the retailer’s refund policy and contact them directly for support.
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 haven’t launched the game
  • any time before the release date if you pre-ordered the game and haven't launched it yet.
If you buy a new EA game within the first 30 days of its release date and can't play it due to technical reasons within EA's control, you can request a refund within 72 hours after you first launch the game instead of 24.

There are two ways you might be eligible to get a refund for your game:
  1. 1
    Through the EA refund policy
  2. 2
    Your statutory rights
You can use our Refund Tool to check if your game qualifies for a self-service refund and submit a request. To review your purchases, head to the Payments & Wallet tab in your EA Account settings.

  • If you bought a bundle of games, including games with extra content, all games and content you bought as part of the bundle have to be returned together.
    • Certain game editions that include virtual currency and/or content packs are excluded from the EA refund policy.
  • Downloadable content (DLC) and in-game currencies aren’t refundable if bought separately.
  • You can only get a refund on the same game twice. If you buy the same game for the third time, you won’t be able to get a third refund.
Non-refundable payment methodsSome payment methods are non-refundable. If you buy something with a non-refundable payment method, we won’t be able to refund you.When you make a purchase with us, make sure that you want to use your payment method if it's non-refundable.Some payment methods that aren’t refundable include:

Carrier billing and cash methods such as

  • Boleto Bancario
  • Konbini
  • MyCard
  • Online Banking TH / MOLPay
  • Yandex

Prepaid and voucher cards such as

  • PaySafeCard
  • Ukash
  • CashU
  • InComm Card

Third-party payment providers such as

  • Coda Payments
  • Midasbuy
  • Xsolla
  • Devco
Read more about payment methods and refunds.

If you buy a new EA game within 30 days of its release date and can’t play it due to technical reasons within EA's control, you can request a refund within 72 hours after you launch the game for the first time.These issues include:
  • server issues
  • bugs 
  • other technical issues on our side.
Players in some jurisdictions who have made purchases may have additional rights to remedies, including refunds, where the game is faulty. For more information, read our article on EA’s warranty policies.

Third-party games need to have the specific EA refund policy designation at the time of purchase to be eligible for a refund.Downloadable content (DLC) and other third-party games aren’t eligible for the EA refund policy. 

How to request a refund

If you have games that qualify for a refund through the EA refund policy,
  1. 1
    Open the Refund Tool.
  2. 2
    Log in to your EA Account
  3. 3
    Find and select your game.
  4. 4
    Select the reason for your refund request.
  5. 5
    Confirm your refund payment method.
  6. 6
    Select Confirm and submit to complete your refund request. 
or
  1. 1
    Log in to your EA Account
  2. 2
    Select the Payment and Wallet tab.
  3. 3
    Select Order history.
  4. 4
    Find your game, and select the plus symbol (+) to expand the transaction details.
  5. 5
    Under the Status column, select Request a refund.
  6. 6
    Proceed to the Refund Tool and follow the steps above.
Once you submit your request, the status of your refund will appear beside your game, and you’ll receive a confirmation email with further information.

Chargebacks

If you believe you’re entitled to a refund from EA and haven’t received one, contact us before submitting a chargeback.
 If you submit a chargeback for a refund that’s outside of our refund policy, we may take one of the following actions to protect accounts from suspected fraud:
  • lock or restrict your EA Account
  • remove the content charged back.
In either case, we’ll send you an email about our decision and what you can do about it.

How to check a refund status

  1. 1
    Open the Payment and Wallet tab of your EA Account.
  2. 2
    Select Order history to see the status of your purchases and refunds.
You can also see up to 30 days of refund history in the Refund Tool. 

What’s a client log?

If 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. 1
    Hold the Windows key + R.
  2. 2
    In the command box that opens, type %AppData% then click OK.
  3. 3
    Click on AppData in the address bar.
  4. 4
    Open the Local folder, then the EA Desktop folder, then open Logs. You should find the Client_log file in this folder. 

Statutory rights

In certain countries, consumer law includes a Right of Withdrawal, which is the right to cancel orders of digital content. This can include digital subscriptions purchased online within 14 days from the date of purchase, as long as the content hasn’t been downloaded or the subscription service hasn’t otherwise been accessed.The right to cancel is lost if the content is downloaded within the first 14 days from the date of purchase or upon expiration of the 14 days, whichever is sooner.If you’re in the EU, you can contact us using the button at the bottom of this page to exercise your right of withdrawal within 14 days from the date of purchase, if you haven’t launched the game. See EA’s Terms of Sale for more information.  

As a player, 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 a 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 membership refund

EA Play for PC memberships are generally not refundable. If you think you might be entitled to a refund, contact us to request one. In certain countries, consumer law includes a Right of Withdrawal, which is the right to cancel orders of digital content. This can include digital subscriptions purchased online within 14 days from the date of purchase, as long as the content hasn’t been downloaded or the subscription service hasn’t otherwise been accessed.The right to cancel is lost if the content is downloaded within the first 14 days from the date of purchase or upon expiration of the 14 days, whichever is sooner.

Cancel an order

We can’t cancel orders placed on the EA app or on EA.com once they’re submitted, since those orders are processed upon completion. Pre-orders can be cancelled and refunded up until the date the pre-ordered content is released.
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