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 the in-game overlay, you can chat with your friends and browse the web while playing your favorite games.
Origin's 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.
You can access your game library from any computer with the Origin Client installed.
Re-download of the game is available if you need to reinstall.
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. In addition to PC Digital Downloads you can also purchase PC Physical and PlayStation®3 or Xbox 360® titles directly from Origin.com.

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

Go to Origin.com.
Choose your platform from the Store menu.
Next either search by Rating, by Genre, or click on your title.
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 for packaged games. 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. Please expect 24-48 hours to process your order. Your game will be shipped out via the chosen shipping method, or will be accessible through Origin. Note: You will receive a confirmation email when your item ships.

How do I change or edit my order?

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

To change the quantities of an item in your cart, just change the number next to the specific line item in the cart.

If you have a promo code you can use it during the checkout process in the 'promo code' field.

If you don't get a confirmation email, check your spam or junk folders first.Should you need additional assistance, contact Origin Support.

If you deleted your order email and did not get your registration code, go to the Origin game list and right-click on the game and select 'Show Game Details'.

To view your serial number or serial code, please click the 'View Recent Order History and Purchase Details' link on the main Help page and enter your e-mail address and password. From the Order Details page, you will be able to view your product serial code. In addition, your order confirmation e-mail will list your product serial code.

If you still have an issue, please contact our support staff by visiting help.origin.com and using the phone number or chat functionality on the right hand side of the page.

Can I cancel an order?

Purchases that are considered pre-orders can be canceled. An order for an item that is in stock or ready to ship cannot be canceled after it is placed.

If you have placed an order for an item you no longer wish to receive and have already been sent a tracking number, please refuse shipment of the package so it will be returned to our warehouse to be processed as a return.

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.

Platform & Game
Full Name
Order Number
Date Ordered
Game Ordered
Phone Number

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?

Installations are easy, as Origin technology enables instant play after a successful download. Once the game is downloaded, you are ready to play! Your first step is to download the installation file from the Origin Client. If you have an Origin account but have not yet downloaded the Origin client, please click the following link to download Origin: origin.com/download. After downloading the Origin client, you will need to log in with your login 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 Support.

How do I use product keys?

You can redeem codes for full games and in game content. These codes are a combination of letters and numbers, typically between 16 and 24 characters in length without hyphens (-). 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. Sim Points, should be redeemed at the URL specified in the instructions you received with the code. EA prepaid cards (cash cards) can be redeemed at eacashcard.com.

Codes can be entered with or without hyphens and are not case sensitive. Some examples of how codes can be entered:

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 and accurately. If issues persist, please contact Customer Support with the code you tried to redeem.

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 any on-screen instructions to complete.

If you are receiving a launch error when installing your games on the Origin client, contact support at help.origin.com.

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

You can go to help.origin.com for assistance from our Customer Support team. In the top left hand corner you will see the “My Cases” tab. Select this and login with your information to submit a help request.

How do I redownload a game?

The process for re-downloading a game is essentially the same for installing a game. Just navigate to “My Games” tab on Origin and then click on a game title that you want to re-download and follow the instructions.

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 entitlements and/or downloaded games will have their account canceled or games expired due to extended non-use. The term regarding account cancellation for non-use is designed to guard against 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” section. Click on a game title 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.

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 4 GB download can take a few hours based on typical DSL speeds, while it can take 30 minutes on a T1 line.

How soon can I play the game?

Once the encrypted game file is downloaded, Origin will display a timer informing you when the product will be "unlocked". This timer appears on the lower right hand corner of the product row within Origin. 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.

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 will usually take 15-30 minutes depending on your computer specifications. During this step 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 15-30 minutes depending on computer 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 to start the game installer can take 30-60 minutes, depending on the game file size and computer speed. Game manuals will only be available upon activation of the game.

When will I be charged for the purchase?

You will be charged for the game at the time the product is fulfilled (i.e., shipped) or released, and your statements will reflect this.

What if I don’t receive the game I ordered?

If you pre-ordered a physical product from Origin but have not received it, double check your order details. These details are provided in the purchase confirmation e-mail. Origin will send the product to the address you submitted on the delivery information screen. You might want to verify that the delivery address was entered correctly if you purchased a physical game.

Can I cancel my pre-order?

You can cancel your pre-orders any time before the game is released. To cancel your order visit help.origin.com and select one of our convenient contact options.

Where can I learn more about the Warranty Policy?

Please visit warrantyinfo.ea.com to view our comprehensive EA Warranty Policy. We offer a 90-day limited warranty, and post-warranty options for those outside of the initial offering period.

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 it, you can return it within 14 days of its delivery for a prompt refund -- no questions asked!

Refund will be by method of original payment; shipping and handling not included. You will be responsible for shipping costs to return products. For full details, please go to our terms of sale.

How do I cancel an order?

Purchases that are considered pre-orders can be canceled any time before the game is released. For physical copies, an order for an item that is in stock or ready to ship cannot be canceled 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.

Platform & Game
Full Name
Order Number
Date Ordered
Game Ordered
Phone Number

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.

How do I request a refund?

If you would like to initiate a return, please send the software back with the original invoice page that was included in the box. The return address is printed on the box:

EA Software Return
5000 Commerce Crossing
Louisville, KY 40229

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.

When will the refund appear on my card?

Your refund credit on a downloadable product will appear on your card within 5 - 7 business days of us receiving your completed return request. Your refund credit on a physical product will appear on your card within 14 business days of us receiving your sealed, shrink-wrapped product.

I purchased a physical product from Origin but the wrong product was sent to me. What do I do?

You may return the product for a replacement or refund if you have not opened or removed the shrink-wrap from the product. For full details, please visit our at warranty page.

I purchased a physical product from Origin but it has been damaged. What do I do?

Please search our extensive knowledge base for answers to any technical issues you may be having with your EA product - support.ea.com. If the problem is not solved, please visit our warranty page.

Shipping (North America only)

Where can physical products be delivered?: Deliveries of physical products can only be made to addresses in the United States and Canada.
When will I get my shipment?: Standard shipping takes 3-4 days, and expedited shipping takes 1-2 days
Can I ship to a PO Box?: Unfortunately, we are unable to ship to PO Boxes due to our affiliated shipping carriers' policies.
How do I track my shipment?: An email will be sent to you containing tracking information.
What is the status of my order?: If you purchased from the Origin Store, please check your Order Status by logging into the Origin site. If you purchased from within the Origin client, you can click on the 'Gear' on the main interface, then 'Help,' then 'Order History.'
How long is processing time for physical product from the Origin Store?: Typically one business day.
I purchased a physical product from Origin but I have not received it. What do I do?: If you purchased a physical game, Origin will send the product to the address you submitted on the delivery information screen by first class mail. You might want to double check your order details, provided in the purchase confirmation e-mail, and verify that the delivery address was entered correctly.
What is the difference between downloading a game and shipping one?: Direct downloads are placed in your Origin client instantly, and allow you to play the game instantly once the download is complete.

Payments, Pricing and Promotions

What are the Payment Methods and Terms?: We accept Visa, MasterCard, Amex and Discover as well as PayPal and Click & Buy for customers who do not have a credit card. If you do not have a credit card, you may choose to pay with PayPal. If you choose to pay by PayPal select the appropriate payment method on the payment page, and instructions will be provided to you.
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 are you not accepting 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 do have problems, you can contact Customer Service. Please provide them 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 checkout process.
When will my credit card be charged?: Your credit card will be charged at the time the product is fulfilled (i.e., shipped) 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."
For physical goods, you will be charged at the time your product is ready to be released (i.e. shipped) for fulfillment. Please bear in mind that this means you will be charged when the product is ready to be shipped, not when you receive it. Digital items are charged when the product is released if it is a pre-order and immediately if the product is already available.
How do I enter a promo code?: You can enter a promo or coupon code during the checkout process in the 'promo code' field during the purchase flow once an item is in your cart. Please refer to your confirmation email for more details on how to redeem these codes.
Please Note: Promo codes are not the same as Entitlement Codes or CD Keys, which are redeemed 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 login and password are the same, and all EA Account information is in your Origin Account. Your account allows you to access the store as well as our extensive customer support services, create a profile and 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: You probably created an account if you have ever played one of our games online. To retrieve it, try to log in with the email address you use for your XBOX or PlayStation, here.

If you have an EA Account but have not yet downloaded the Origin client, please click the following link to download Origin: Download Origin. After downloading Origin, an Origin pop up window should 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?

Startup/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 can choose an avatar. Click "Choose an Avatar".
A variety of EA game avatars are listed for your choosing. Click on a specific avatar to highlight, then click on "Choose Avatar".
After selecting your avatar, you can enter your first and last name (this is optional). Click "Next" when you are done.
Control who can see your profile, which accounts people can use to find you, and your block list. Choose your preferences, then click "Finish".
You have now created your Origin Account through the Origin client.
You can also create an Origin account from the support site.

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

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

I forgot my password. How do I reset it?

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

Where do I find my order history?

If you purchased from the Origin Store, please check your Order Status by logging into the Origin site. If you purchased from within the Origin client, you can click on the 'Gear' 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. All the games you’ve digitally purchased from the EA store are still accessible through Origin. Some of the box 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:

Login 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 Options and click on "Refresh My Games" before the game will show up in Origin. If this does not make the game show in your "My Games" section, please log out and log back in to Origin.

For Customer Support, go to help.origin.com.

Privacy and Security

Can I control my privacy?: Yes, Origin has robust 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 for players. Origin authentication will provide gamers with consistent installation and the latest game updates, and also allows players to install games on as many PCs as they want. Beyond the fast download, automatic log-in, and built-in customer service, the in-game overlay and chat with friends features make for a more lively social experience, and cloud storage lets gamers save and continue games from any computer, anywhere, anytime. Altogether, the services provided by Origin make for a more dynamic and convenient play experience for the gamer, and also provides EA with a direct connection to the consumer to deliver 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?: As long as their one-time connection to activate the game is already complete players that do not have internet access can still play the single-player aspects of their games even when servers are down.
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 for everyone to use, Origin implements a permission change that results in Windows, not Origin, reviewing the filenames of every file in a directory and can have the appearance of a scan. This is an ordinary Windows function, not an information-gathering process – Origin is not scanning the directory, 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 a 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. The information is also used to identify and fix software bugs as they arise. No 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 would 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 Saves

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 if you want to play from another computer, or if you need to reformat your hard drive. Games that are supported with Cloud Storage are marked with a little 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 continually be looking for ways to improve the system, and 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.
In the event of a conflict between cloud and local data, how do I resolve it?: 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.

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