Post-Purchase Support - how it works

In short

After delivery, EA can zero your coins or restrict the transfer market. The program says what we do then.
It covers situations that appear within 24 hours of the end of delivery.
You send your report by email within 4 days of EA's message about the restriction.
After we verify your report, we top up the coins up to the value of the reported order. If the market is restricted, we give you a new account or compensation in coins to an account you name.
For customers with a longer purchase history, we may add a coin bonus to the compensation.

We're with you after delivery too. Below we explain what we do when EA zeroes your coins or restricts the transfer market, when to report it and when compensation doesn't apply.

When the program applies

We delivered the order with Comfort Trade.
EA zeroed the coins on your account or restricted the transfer market.
The restriction appeared within 24 hours of the end of delivery, and you send your report within 4 days.

What we do when something happens to your account

EA zeroed your coins

After we verify your report, we top up the coins up to the value of the order covered by the report.

EA restricted the transfer market

After we verify your report, we give you a new account with the Web App and transfer market unlocked and a starter squad, plus coins up to the value of the reported order. The accounts come from our own pool, so the wait depends on current availability.

You can also choose compensation in coins: you name your account, and we deliver the compensation to it.

Regular customers get more. If you have a few orders with us behind you, we may add a coin bonus to the compensation - our thank-you for your trust. We set the bonus individually, based on your purchase history. The bonus doesn't apply to a first order.

Program rules

Restriction within 24 hours of the end of the service The program covers restrictions that appeared within 24 hours of the end of delivery on your account.
Report within 4 days Send the email no later than 4 days after EA told you about the restriction, with EA's message attached right away.
Compensation covers the reported order We also take into account orders delivered by us in the few days before the restriction. Compensation doesn't cover the whole content of your club or the total of all coins bought in the edition.
We verify every report We'll ask for the text of EA's message and your order details, and we check the account state ourselves.
When compensation doesn't apply We can refuse compensation if verification shows the restriction came from the customer's own actions, for example trading cards at prices far from the market, an autobuyer, cheats or other tools that break the game rules.

The program covers retail orders placed in the standard way on the site. It doesn't cover B2B orders.

How to report a case

Send an email To [email protected], no later than 4 days after EA's message. Attach its full text, ideally a screenshot with the date. We accept reports by email only.
Give your order number In the same email.
Let us check the account We check the account state and the type of restriction the same way as during delivery.
We confirm the compensation After verification, we tell you the form and the date.

You don't fill in any forms - one email with all the information is enough.

FAQ

Why exactly a 24-hour window?

That's the window we set in the program rules: it covers restrictions that appeared within 24 hours of the end of delivery. A restriction that appears a few days later can have another source: activity on the transfer market, logins from different devices or other transfers.

What else should I do after getting a message from EA?

Write to us right away and file an appeal with EA at the same time. An appeal to EA can help, but the decision is EA's.

What can rule out compensation?

Logging in to Ultimate Team during delivery, buying coins in several places at once, and buying or selling many players at prices far from the market within 24 hours of delivery. We check such cases when we verify your report.

You can read more about what your account's state depends on in the guide is buying FC 27 coins safe.