Origin FAQ

About Origin

Origin is the quickest and easiest way to browse and purchase games. When you order or pre-order a game from Origin you will also get these exclusive benefits:

Purchase and play your favorite games, any time and any place you want.
With Origin’s in-game overlay, you can chat with your friends and browse the web while playing your favorite games.
New social features allow you to create a profile, connect and chat with your friends, share your game library, and effortlessly join your friends' games.
Access your game library from any Origin-enabled PC.
Download and install games as often as you need to.
You will get access to exclusive content, offers, and other benefits.
Pre-load is available on select products. You can pre-load the game before it launches and save time when the game becomes available to unlock, unpack, and install.
Origin currently works on Windows 7, Vista and XP (Mac OS is not currently supported).

Ordering

How do I place an order?

It is easy to place an order on Origin.

Here are some detailed steps on how to order a game through the Origin web store:

Go to Origin.com.
Click a category name or a featured game, or type a search term into the search field and click “Search”.
Choose the Add to Cart button for any game you wish to purchase.

Your shopping cart will now contain the game you have chosen. If you have a promotional code, enter it on this screen. You can also adjust the purchase quantity, and the shipping and handling. Note: Before you purchase a game, be sure to check its system requirements. The system requirements are displayed on the game's specific page within the Origin store.

When you are finished you may Continue Shopping, or Check Out. If you are a returning customer, please sign in with your email address and password. If you are a new customer, please fill out the New Customer Information and Payment Information fields and click Continue.

During check out, you will need to fill out all of the required fields. Once you are finished, click Submit.

You will then be issued a confirmation number on the web site and your invoice will be emailed to you.

How do I change or edit my order?

Unwanted Items: To remove items from a cart, click on the trash can item from within the shopping cart itself.

Promo Codes: If you have a promo code, you can enter it during the check-out process in the Promotional Code field.

Confirmation Emails: If you don't get a confirmation email, check your spam or junk folders first.

Order Emails: If you deleted your order email and did not get your serial number or unlock code, go to the Origin game list in the client, right-click on the game, and select Show Game Details.

Serial Numbers: To view your serial number or unlock code, please click the View Recent Order History and Purchase Details link on the main Help page and enter your email address and password. From the Order Details page, you will be able to view your product unlock code. In addition, your order confirmation email will list your product unlock code. Look for it under the Digital Rights section.

Can I cancel an order?

Purchases that are considered pre-orders can be cancelled. An order for an item that is currently available cannot be cancelled after it is placed.

If you need to cancel your order, Contact Us. You will need an active Origin account. In order to expedite your request, be sure to include the following important information.

Game Name
Customer Full Name
Order Number
Date Ordered
Country Of Purchase
Origin Account Email Address

Please also include a brief explanation of your issue so we may better assist you. Note that in some cases we will be unable to cancel an order, as orders are processed immediately upon completion.

Downloading and Installing Games

How do I download and install the client?

If you have an Origin account, but have not yet downloaded the Origin client, click here to download Origin. After installing the client, you will need to log in with your Origin information.

How do I download a game?

Once you have installed the Origin client, launch it and log into your Origin account to view and download the games you have purchased with that account. Click on My Games to see the games associated with your account. Click the Ready to Download button to start the download process for that game.

If the download stops prematurely, make sure you aren't running internet monitoring services such as Net-Nanny and try again. If you received an error while downloading a game, please try your download again. If you are still having problems, please contact Origin Help.

How do I use product keys/serial numbers?

Certain codes may be redeemed for full game and in-game content downloads. These codes are a combination of letters and numbers, typically between 16 and 24 characters in length. Codes for subscriptions that entitle you to a fixed amount of online game play, and codes for virtual currency that supplement your balance to purchase game-specific content (e.g. SimPoints) should be redeemed at the URL specified in the instructions you received with the code. Codes can be entered with or without hyphens and are not case sensitive. Some examples of how codes can be entered include:

FJHZ-UVJ7-33Y5-75AB-36ZK
FJHZUVJ733Y575AB36ZK
fjhz-uvj7-33y5-75ab-36zk
fjhzuvj733y575ab36zk

Once a code for a full game is redeemed, you can download it from your Origin Game Library ("My Games"). Please note that not all codes are for full games that appear in your Game Library. Some codes can be redeemed for in game content that is accessible from within the game; other codes can be redeemed to unlock certain features of your game.

If you received a message that an error occurred while processing your request, or your registration code isn't working, please check and make sure you have entered your code correctly. If the issue persists, please contact Origin Help.

How do I install a game?

To install a game, navigate to the “My Games” tab on Origin and then click on the “Ready to Install” button for the game that has finished downloading. Follow all on-screen instructions to complete.

If you are receiving a launch error when installing your games on the Origin client, please contact Origin Help.

What do I do if I have trouble downloading a game?

For assistance from our Origin Help team, please go to help.origin.com and click the My Cases tab, located in the top left-hand corner. Log in with your Origin information to submit a help request.

How do I re-download a game?

The process for re-downloading a game is essentially the same as the process for installing a game. Navigate to the My Games tab on Origin, then click on the title of the game that you want to re-download. Follow the instructions to download and install.

How long will games that I purchase on Origin be available?

The Origin terms of service are designed to protect against misuse of the Origin system. No Origin user who has paid for an entitlement and/or downloaded a game will have their account cancelled due to non-use. Likewise, games do not expire due to extended non-use. Our terms and conditions regarding account cancellation for non-use are designed only to guard against the creation of non-active accounts for inappropriate reasons.

How do I download game Betas?

To download the Beta of a game, open the Origin client. Next, go to the store tab and select the Free Games tab. Click on the title of the game that you want to install and follow the instructions.

Pre-Order Terms

Why should I pre-order games from Origin?

When you pre-order games from Origin, you can cancel any time before the game is released. You also get access to exclusive content and pre-loading on select game titles.

When will I be charged for the purchase?

You will be charged for the game on the date of pre-load release, and your statements will reflect this.

What is pre-loading?

When a product is available on Origin in a pre-load state, you will be able to download the product ahead of the product release date. This will save you time when the game becomes available to unlock, unpack, and install.

When can I download the game?

You will be sent an email when your game is ready to download. When you log in to Origin, products available for pre-load and products that have been released for your region will be available to download. To start the process, download the encrypted game file. The download time will vary based on your network connection. For example, a 4GB download could take a few hours on a typical DSL connection, while the same download on a T1 line might take only 30 minutes.

How soon can I play the game?

Once the encrypted game file is downloaded, Origin will display a timer letting you when the product will be "unlocked." This timer appears in the lower right-hand corner of the product row within the Origin client. The timer will count down to the time the product unlocks. The product will unlock automatically when the unlock date for the product is reached. Note: You must be connected to the Internet in order for the product to unlock.

Can I play immediately?

Certain newer products will be ready to play immediately after download. Other products may require additional steps before they are ready to play. For instance, on products that are locked, the downloaded file will need to be unlocked and decrypted. This usually takes 15 to 30, minutes depending on your computer. During this time, Origin will show the product as "decrypting".

Once the product is decrypted, the product will unpack the compressed file to the game installer folder. This can take another 15 to 30 minutes depending on your computer’s processor speed. Once the product is unpacked, you will be able to install the game. Look for the Ready to Install button on the Origin client. Clicking on the Install button will start the game installer.

The process of decrypting and unpacking can take 30 to 60 minutes depending on game file size and computer speed. Game manuals will only be available upon activation of the game.

Can I cancel my pre-order?

You can cancel a pre-order any time before the game is released. To cancel your order, visit Origin Help and select one of our convenient contact options.

Cancellations, Returns, Refunds

What is the Origin refund policy?

Satisfaction is guaranteed when you shop from the Origin Store. All physical products purchased through the Origin Store come with a 14-day unconditional guarantee. If you don't like a game, you can return it within 14 days of its delivery for a prompt refund -- no questions asked!

Refunds will be credited via the method of original payment; shipping and handling are not included. You will be responsible for shipping costs to return products. For full details, please see our Terms of Sale.

Unfortunately, EA does not offer refunds on any products downloaded through Origin. EA reserves the right to offer compensation for downloadable purchases under exceptional circumstances at its sole discretion.

How do I cancel an order?

Purchases that are considered pre-orders can be cancelled any time before the game is released.

If you need to cancel your order, contact us. You will need an active Origin account. In order to expedite your request, be sure to include the following important information.

Game Name
Customer’s Full Name
Order Number
Date Ordered
Country Of Purchase
Origin Account Email Address

Please also include a brief explanation of your issue so we may better assist you. Note that in some cases we will be unable to cancel an order, as orders are processed immediately upon completion.

When will the refund appear on my card?

Your refund credit on a downloadable product will appear on your card within five to seven business days from the day we receive your completed return request.

Payments, Pricing and Promotions

What are the Payment Methods and Terms?: Available payment methods and payment terms vary by region. Please see our Terms of Sale for specific information.
What address should I enter in the billing information screen?: For credit card verification, you must enter the address exactly as it appears on your credit card statement.
Should I put spaces or dashes in the Credit Card number?: No. Your card number should be entered in as a continuous string of numbers.
Why won’t you accept my Credit Card?: There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit, or a technical issue may have occurred on our end or your bank's end. If you continue to have problems, please contact Customer Service. Provide them with any error message numbers you may have received, as well as the order number from the shopping cart.
How do I continue shopping and save my shipping or payment information?: You can save this information as part of the Origin check-out process.
When will my credit card be charged?: Your credit card will be charged at the time the product is fulfilled or released. PayPal conducts transactions differently; please review the terms on their site for further details on when they process your charge. The charge will appear on your credit card as DR*Electronic Arts.
How do I enter a promo code?: You can enter a promo or coupon code during the check-out process in the Promotional Code field during the purchase flow once an item is in your cart. Please refer to the email or web page from which you received your promo code for more details on how to redeem it.
Note: Promo codes are not the same as Entitlement Codes or CD Keys, which are redeemable only in the Redeem Product Code menu of the Origin client.

Origin Account

What happened to my EA account?

Your EA Account is now your Origin Account. Your log-in and password are the same, and all EA Account information has been transferred to your Origin Account. Your account allows you to access the store, as well as our extensive customer support services. You can also create a profile, build a friends list, and access Origin mobile anytime, anywhere. If you do not currently have an account, there are two easy ways to create one.

Note: If you have ever played an EA game online, you probably already have an account. To retrieve it, try to log in with the email address you use for your Xbox LIVE® or PlayStation®Network account.

If you have an EA Account but have not yet downloaded the Origin client, you can download Origin here. After downloading Origin, a pop-up window will appear asking for your email address and password. Sign in with your EA email address and password, then skip to Step 4 below.

How do I create an Origin Account?

Start or load the Origin client.
Click on "Create an account".
A new window will pop up asking for Date of Birth and Country. Enter your birth date and country.
Choose your Origin ID, password, and email address. IMPORTANT: Be aware this will permanently change your EA Master Account name/persona.
Before entering more profile information, you will have the option to choose an avatar. Click Choose an Avatar.
Click on the avatar you want as your picture, then click Choose Avatar.
After selecting your avatar, you can enter your first and last name. You may also leave this section blank. Click Next when you are done.
Select your privacy options. This page lets you control who can see your profile, which accounts people can use to find you, and who is on your block list. Click Finish when you are done.
Your Origin Account has now been created.

How do I create an account from the Origin help page?

Click on Log In.
At the log-in page, click I need to create a new account.
Enter an email address you would like to use with Origin.
Enter your information.
Click Done after filling in your profile information.
Your Origin account has now been created.

I forgot my password. How do I reset it?

Origin makes it easy to retrieve forgotten info. Please use the Forgot your password link located on either the Origin account page or on the Origin client log-in screen.

Where do I find my order history?

If you purchased a product from the Origin Store, please check your Order Status by logging into the Origin site. If you purchased a product from within the Origin client, you can click the Gear Icon on the main interface, then Help, then Order History.

You can also view your previous EA Store purchases, as well as your current (and future) Origin purchases, by logging in to your EA account.

Can I re-download old games I purchased?

Absolutely. Any and all games that you’ve digitally purchased from the EA store are accessible through Origin. Some of the boxed retail games you’ve purchased may also be accessible from Origin. Origin currently supports all EA games from 2008 and later, and we’re working on adding support for games released before this.

Creating a digital copy of your game in Origin is easy. Follow the steps below in order to get your digital copy:

Log in to Origin.
In the upper right hand section of the screen you will see the options gear icon.
Click on the icon to open the drop-down menu.
Select Redeem Game Code.
Enter the serial key from the back of your game manual.

The game will be added to your My Games section of Origin.

Note: You may need to go back to your options and click on Refresh My Games before the game will show up in Origin. If the game is still missing from your My Games section, log out and log back in to Origin.

Privacy and Security

Can I control my privacy?: Yes, Origin has a robust set of privacy features which can be accessed from the Privacy tab within Origin's Settings.
We take the privacy of our users’ information and protection of that data very seriously. EA’s Privacy Policy can be found at http://tos.ea.com/legalapp/WEBPRIVACY/US/en/PC/. You should also review the Origin End User Licensing Agreement, which is located here: http://www.ea.com/1/product-eulas.
Why does Origin run while my game (i.e. Battlefield 3) is running?: There are a number of benefits to Origin, all designed to add value to the gaming experience. Origin authentication provides gamers with consistent installation and the latest game updates, as well as allowing players to install their games on as many PCs as they wish. Beyond the fast download, automatic log-in, and built-in customer service, the in-game overlay and chat features make for a more lively social experience. Origin’s integrated cloud storage also lets gamers save and continue games from any computer at any time. Combined, these services make for a more dynamic and convenient play experience for the gamer, and also help EA deliver you the very best service and gaming content.
Is it true that when servers are down some people won’t be able to access any game modes?: This is not true. Players that do not have internet access can still play the single-player aspects of their games.
Origin is not spyware, is it?: Origin is not spyware, and does not use or install spyware on users’ machines. In order to allow Origin to install games and their patches, Origin implements a permission change that results in Windows – not Origin – reviewing the filenames of every file in a directory. This can create the appearance of a scan. This is an ordinary Windows function, not an information-gathering process – Origin is not scanning the directory, and no information is accessed, collected, stored, or shared by Origin during this process. However, we are aware that this process has created some customer confusion, and are updating our software in future releases to eliminate unnecessary operations. Consumer privacy is very important to EA and we take every precaution to protect our users’ data.
Does Origin access, collect or store information from my system?: Origin collects the limited amount of information needed to provide players with a service that allows them to purchase, download, access, and play games and game content; connect online with other gamers; and directly provide content and software updates. This information is also used to identify and fix software bugs as they arise. No other information, such as pictures, documents, or other personal data unrelated to the application’s performance on a player’s system, is accessed or collected. The collection and use of information by Origin helps ensure that consumers are able to access their games as easily as possible and are able to enjoy the best service and experience from EA.
Is my information secure with Origin/EA?: Yes. Consumer privacy is very important to EA, and we take every precaution to protect personal and anonymous user data. EA will never sell your personally identifiable information to anyone. We do not share information that personally identifies you without your consent, except in rare instances where disclosure is compelled by law.

Cloud Storage

What is Cloud Storage?: Cloud Storage (currently in Beta) is your personal hard drive in the cloud. It automatically backs up your game’s saves to the cloud so that you can pick up wherever you left off, even if you want to play from another computer or need to reformat your hard drive. Games that are supported with Cloud Storage are marked with a small cloud icon.
Is this feature still in its Beta implementation phase?: Cloud Storage is launching in a Beta implementation as we continue fine-tuning the system, collecting user feedback, and adding more features. We will be continually looking for ways to improve the system and we look forward to your feedback.
Do I need to make a purchase to use Cloud Storage?: No, if you have an Origin account you have access to the cloud.
Do I need to play my games through Origin in order to use the Cloud Storage feature?: Yes. In order to upload / download your latest game save progress you will need to play your products through Origin.
What games are Cloud Storage enabled?: We have many of our most played titles Cloud Storage enabled and the list will continue to grow. Games that are Cloud Storage enabled are indicated via cloud icon in your game library and on the game details page.
How much storage space do I have on the cloud?: For those games that are Cloud Storage enabled, you have up to 100MB of space per game.
How do I see how much storage space I have remaining per game?: Simply click on the cloud icon to see how much space is currently being used.
How do I remove save files from the cloud?: If you should run out of storage space for a particular game, simply launch that game to manage your saves from the games save file manager.
What types of files can I store in the cloud?: Origin Cloud Storage currently allows you to upload your game saves to the cloud. You'll be able to save more types of files in the near future such as user settings and preferences.
How do I resolve a conflict between cloud data and local data?: If you ever encounter a conflict between the cloud and local data you’ll be able to select which one to keep.

Mobile

What are the benefits of Origin for mobile?: Origin is a bridge that connects friends, games and social experiences across multiple platforms. Add friends on Origin to view their game stats, see what they're playing and invite them to join your games.
How do I add friends on Origin for mobile?: Adding friends is a simple process. When in Origin, tap the friends icon, followed by the "Add Friends" button. You can then search for friends via username, Gmail, Facebook or your phone's contacts list. You can even send an SMS invite.
How does Origin for mobile interact with the PC platform?: Your Origin account will work across multiple platforms, including Apple iOS devices and Android smartphones. Your friends list, profile, settings, avatar and more will always be accessible.
Is Origin featured in games for Android?: Yes. Currently Scrabble fans are able to play with friends on Android. We are scheduled to feature Origin in more titles for Android soon.
When will we see more mobile games with Origin?: We are scheduled to roll out several Origin enabled mobile games over the coming months.
Is there a subscription fee or cost to use Origin for mobile?: Origin is a FREE service! There are no direct fees or costs associated with Origin.
Does Origin replace the Scrabble Network?: Yes, Origin replaces the Scrabble Network. If you've already joined the Scrabble Network, then you are already a member of Origin. Just sign in with your usual email and password. Your Origin profile will be accessible anytime, anywhere from your mobile device or PC.
Is Origin available in Scrabble games outside of North America?: Origin is currently available only in the US and Canada within Scrabble and Scrabble Free for iPhone, iPad, iPod touch and Android.

Have a Question?

Get The Answers You Need

See What’s New With Origin