Apply for an EA game refund: 24 hours after first launch, check order status with Refund Tool

This is information for those who want to receive a refund for games or items purchased through EA app / EA.com. First, check the actual seller of the receipt and follow the steps to submit it to the account you purchased it from. We've even outlined how to inquire when you don't see the refund button and how to check the results.

1. Check if my purchase is eligible for a refund

EA's refund policy applies to all eligible PC and Mac games purchased directly from the EA app or EA.com, as well as participating third-party games. Current guidance suggests cancellation/refund requests within 24 hours of first launch, within 14 days of purchase if not yet launched, and cancellation/refund requests before launch for pre-orders. It should not be understood as a policy of recalculating 14 days from the date of execution.

2. Changes by game, DLC, and subscription

If a new game is unplayable due to technical issues under EA's control and you purchased it within the first 30 days after launch, you will be notified of an exception where the request deadline is 72 hours instead of 24 hours after first launch. Separately purchased DLC, game currency, and editions that include some virtual currencies are not subject to the general policy. For Steam, Epic, Console, and Mobile store purchases, the relevant retailer is responsible for refunds. EA Play PC memberships are also generally not eligible for refunds like games.

3. Materials to prepare before application

Order number, payment date and time, product name/edition, amount/currency, actual payment destination, account country, execution/use status are organized in one note. If there is an error, write down the error code, when it occurred, and what action you have already tried. Attach only the part of the receipt screen that shows your account email and order to official private inquiries and do not post it in public comments.

4. Proceed with refund application step by step

1. Open the official refund document in EA Help and select the associated Refund Tool.
2. Log in with the EA Account you actually paid for.
3. Select the eligible games that appear in the tool and enter your reason for a refund. If you don't see the game, first check where you purchased it and your account.
4. Confirm the payment method for return and submit with Confirm and submit.
5. When accessing account management, use the following path: Payment and Wallet → Order history → Expand order (+) → Request a refund.
6. After submission, check your confirmation email and status next to your order. In the Refund Tool, you can also check refund history for up to 30 days.

5. When it is not on the list or the money is not visible after approval

When contacting us for technical issues, we will note the time of first launch, time of server error/crash, and error message. Support may request Client_log. On Windows, there are instructions for finding the file in AppData under Local → EA Desktop → Logs. Send only the logs you need through a private support channel. Check the current EA refund policy document first before searching for old articles with the name Great Game Guarantee.

6. Contact customer support

Use Contact us at the bottom of the EA Help refund document to connect to the support path appropriate for your game/platform/order issue. If your game is not on the eligible list, provide your payment receipt and game edition and ask why it is missing. Before unilaterally reversing a payment through your credit card company, check the results of the official refund process first. It is best to separate inquiries regarding resolving account restriction issues and inquiries regarding return of purchase price.

7. Inquiry that can be rewritten as is

The sentence below is an example of an inquiry message sent to customer support and is not a method of bypassing approval. Replace the parentheses with actual information and erase anything that does not apply to your situation. In particular, whether it is used or when it is first run is stated truthfully.

Subject: [EA app / EA.com] Purchase refund / Payment inquiry
Order number: [Order number on receipt]
Product Name/Edition: [Game / DLC / Subscription Name]
Purchase date/amount/currency: [Date and actual amount]
Purchase place/account country: [store and country]
Run/Use: [Play time / Not used]
Problem: [When it occurred and the actual reason]
Actions already attempted: [Actions and Results]
Request: [Refund availability / Confirm order / Check processing status]
Existing application number: [Enter if available]

8. Check after submission

Save the application completion screen and confirmation email and check the status of your request first. Reviewing, approval, rejection, and waiting for payment company reflection are different states. If denied, check what conditions were applied and supplement the original request as new evidence becomes available. Even if a refund is approved, check separately whether automatic renewal has been canceled. The process is completed by confirming the final return method and changes in game/item usage rights.

Source and verification criteria

Written by the TroubleMaker operations team based on the original instructions confirmed on October 7, 2026. The images below are schematics I created to explain the procedure and are not actual account screens or proof of application completion. Menu names and terms of provision may vary depending on account country, product, or update, so please check the original page as well.

EA's latest refund policy and application/status/log information

EA Account Management

EA Official Customer Support