Frequently Asked Questions (FAQ)

General Questions
Retail Game Time Cards
VAT Pricing
Further Information

General Questions

Q: Where can I find information on my EA subscriptions and basic account information?

A: Click on "My Account" after you have logged in to EA.com for details and information about your current subscription and account status. Have more questions? If you have additional questions regarding your EA member account, please contact Account Support toll-free at 1-866-543-5435. If you are dialing from outside of the United States, and need to speak to a billing representative, please call: 650-628-4306.

Q: What happens when my free time for a subscription service expires?

A: Before your free time expires, you will be reminded to enter your credit card for the subscription so you may continue to play uninterrupted. If you supplied your credit card information when you activated your service, you will automatically be put on a recurring billing plan at the end of the free trial or promotional period. To cancel your subscription but continue to play out any remaining free time, go to "My Account" and select to cancel your subscription and play out remaining time.

Q: Is my billing information secure?

A: Yes. All pages that allow you to view or edit your personal information are served using a secure Web server. Additionally, EA handles your personal information very carefully. For details, please review our Terms of Service and Privacy Policy.

Q: How do I cancel my subscription?

A: You may cancel your subscription account at any time. To do so, login to "My Account" and click on the "Subscription Info" tab. Click "Cancel" next to the service you wish to end. In some cases, you may be given the opportunity to cancel by calling a toll-free number or by sending an email. In other cases, you may be given the choice to cancel your subscription immediately and forfeit any time remaining on your subscription package, or you may select to cancel but play out the remaining time in the current billing cycle. There is no refund for any non-used time on your subscription(s). See your current billing schedule under the "Billing Info" tab in "My Account". If you have additional questions regarding subscriptions or services at EA.com, please click on any "Help" link to access our Account Help support service.

Q: What do I do if the registration code I am using does not work?

A: If you are receiving the message "The registration code you have entered is invalid or has already been used. Please try again" while attempting to create a new account, be sure you are entering the code exactly as it appears on the label. A registration code may only be used once. If the registration code has been used before, it will not work again.

If after several attempts you are certain that your registration code is not working, you?ll need to contact our Warranty Department. For game specific information, please view the warranty information in the back of your game manual.

 

Q: I am having a difficult time registering or activating my subscription. How do I get assistance?

A: If you're having difficulty registering or activating your account, please be sure you are entering all required fields during registration. If the problem persists, please call toll-free 1-866-543-5435 (or 1-650-628-4306 if dialing internationally) and a rep will assist you. For a comprehensive list of FAQs or game specific help, please visit the appropriate support site as in the manual. You may also contact our support group by using the ?Ask A Question? feature in our knowledge base at http//eamembers.custhelp.com.

Q: Why does a charge for my subscription fee appear twice on my credit card statement? *Important information for Debit Card users*

A: If you are paying for your monthly subscription fees using a Visa or Mastercard debit card that draws directly from your checking account, the double charges you are seeing on your statement are most likely the result of our pre-authorization process. In order to ensure that your subscription fee is correctly debited from your account and that your gameplay continues uninterrupted, our billing system sends out what is called a pre-authorization in the amount of your subscription fee 5-6 days before your scheduled billing date. This pre-authorization puts funds in the amount of your subscription fee on hold in your account, making them unavailble for other uses. The primary reason for the pre-authorization process is so we can notify you that your subscription is in danger of being suspended before your billing date arrives. If your actual subscription charge were to fail, your account would be suspended. Remember: If you are using a debit card, the funds for your subscription charge must be available in your account 7 days before your billing date.

Retail Game Time Cards

Q: What is a Game Time Card?

A: Game Time Cards are pre-purchased cards that contain a game time code that entitles you to a fixed amount of online game play. You must own and register the game PC-CD in order to redeem your Game Time. These codes can be purchased at game retailers or via the EA Store.

Q: May I add more time to my Game Time Card?

A: No, Game Time Cards are for one-time use only and non-transferable. Once the code is applied, the code cannot be reused, even if time is remaining.

Q: I have recurring billing. May I use a Game Time Card?

A: Yes. Go to "My Account" and click on the "Subscription Info" tab. Click on "Change Billing Method" for the subscription service you have purchased Game Time for. Select "Game Time Card" as your payment option. You play out any remaining time on your recurring billing cycle before the Game Time Card time goes into effect. When your Game Time Card time expires, you will not be placed back on recurring billing. To continue your game play uninterrupted, you must enter new game time or re-subscribe.

Q: May I use multiple Game Time Cards?

A: Yes, you may enter your Game Time Card codes at any time -- your play time will roll onto any Game Time you have purchased and redeemed until it runs out. If you allow your Game Time to expire without canceling your subscription, you will not be placed back on the billing method you selected at time of registration. To continue your game play without interruption, you must continue to enter game time or re-subscribe.

Q: What happens if I cancel my subscription before my Game Time Card time expires?

A: Canceling your subscription while using game time forfeits all remaining time unless you choose the option that allows you to cancel and play out your remaining time. If you were on recurring billing before you entered game time, you will not be placed back on recurring billing.

Q: Where can I get a Game Time Card?

A: Game Time Cards and codes may be purchased for select game titles at your favorite game retailer, or online at the EA Store.

VAT Pricing

Q: Does Electronic Arts charge VAT (Value Added Tax)?

A: Due to changes in European Union tax law, digital services providers like Electronic Arts must now assess a Value Added Tax (VAT) based on the point of consumption. Because of this tax, players who are residents of some European countries will begin seeing an increase in the pricing of their subscriptions for Club Pogo, The Sims Online, Earth & Beyond and EA SPORTS Online (for PC) beginning on August 20, 2003. The VAT rate will be included in the new price of a subscription. This price will affect all subscriptions renewed on or after this date. The VAT rate is 17.5% for Great Britain and 18.4% for other affected European countries.

To facilitate this process, we have made a change in how we charge customers in the affected countries. We are now charging customers in Great Britain in British Pounds and charging other affected European players in Euros.

The list of countries affected by this tax currently includes:

• Austria
• Belgium
• Denmark
• Finland
• France
• Germany
• Greece
• Ireland
• Italy
• Luxembourg
• The Netherlands
• Portugal
• Spain
• Sweden
• The United Kingdom.
• This list may be expanded as more countries join the EU or pass comparable laws.

Further Information

Q: Where can I find information about Ultima Online?

A: Please visit the official Web site: http://www.uo.com Or visit Ultima Online Customer Help site at: http://uo.custhelp.com.

Q: Where can I find more information about EA SPORTS Online?

A: Please visit the official Web site: http://www.easportsonline.com.

Q: Where can I find information about Earth & Beyond?

A: Please visit the official Web site: http://www.earthandbeyond.com.

Q: Where can I find information about The Sims Online?

A: For more information about The Sims Online, please visit the official Web site: http://www.thesimsonline.com/main.html. Or visit the Sims Online Customer Help site at: http://thesimsonline.custhelp.com.