Gaming Support

[StructuredChaos]

I bought a digital code for the XBox One version of Fifa 21. This should have included a digital version of the Xbox Series X version of the game. However the Series X version isn't working. This is a known issue according to Microsoft that you can see on their list here: 

https://answers.microsoft.com/it-it/xbox/forum/all/known-issues-for-game-launches-april-2020/b1ac114...

The recommended solution is to contact the retailer to get a code for the Series X version. I have tried chat and phone support and neither have been helpful, wouldn't give me a new code and I'm not sure they really understood the issue.

Any one had any success getting a new code or have a better way to contact support?

[Allison-BBY Social Media Specialist]

Hi, StructuredChaos, and welcome to our online community!

Thank you for posting on our forum. I hate to hear you're having issues with this digital game, and I'm sure you've been looking forward to resolving this issue and enjoying your purchase. I'm happy to provide the support you've been searching for.

First, I suggest you contact EA if you're still in search of a working version of the game. Please let us know if you're in need of additional support afterwards.

Regards,

[StructuredChaos]

If you look at the link that I posted they specifically said that the retailer has to resolve the issue by issuing a new code for the Series X version. I think this is something that Best Buy will have to help me with.

[Allison-BBY Social Media Specialist]

StructuredChaos,

Thanks for the update. I'm happy to take a closer look at your code purchase and do what I can to help!

To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.

All the best,

[Mj94080]

We’re you able to get the game? I have the same issue and have been getting the run around from Best Buy and EA.

[StructuredChaos]

No, not able to help. I guess we are stuck waiting on EA or Microsoft to come up with some kind of fix.

[jonboy71]

I am having same issue.  Guess i'll just dispute the Best Buy purchase with my credit card company since no one wants to help.  This is rifdiculous and seems to be just Best Buy!

[Meg-BBY Social Media Specialist]

Hey all,

Thanks for reaching out to us on the Forums about your game code for FIFA 21 on the Xbox Series X.  We certainly don't want the process to gain access to this game to be unclear, and we appreciate you all reaching out to get some clarity.

In an effort to find a resolution here, we have confirmed with our gaming support teams who have verified through EA that the codes would be coming directly from EA. Please check out this page from EA on Dual Entitlement for FIFA 21, where a helpful FAQ should provide you towards the support you need. 

Best,

[Mj94080]

The link you provided doesn’t give any direction on how to get our next-gen version of the game. Only people getting a code from EA, are those who purchased a disc version and upgraded to a disc-less console. This link from Microsoft tells us to go back to our retailer if we are having issues. Best buy in turn is having us go to EA who also told me its a retailer issue. If I am doing my math right, thats 2 to 1. I also bought Madden the same day I bought FIFA. Why did My Xbox series X download both the xbox one and the series X version of the game on Nov 22, but FIFA didn’t? Stop giving us the run around, Best Buy!

https://answers.microsoft.com/it-it/xbox/forum/all/known-issues-for-game-launches-april-2020/b1ac114...

[Bill-BBY Senior Social Media Specialist · Accepted solution]

Hello everyone,

We've confirmed with our gaming support teams, who have also confirmed with their EA contacts that there is nothing further we would provide for dual entitlement on this title.  The link you are providing appears to be an Italian version of the webpage, which leads me to believe that it is not valid for US purchases.  Please keep in mind that any purchases made from our US BestBuy.com website and our US stores are intended for use within the United States, and we cannot provide support for products used outside it.  As such, we have provided our official response, and will be locking this thread.  Separate posts about this issue will be removed as spam.

Thanks,