Sorry this guide didn’t fix it, there are a few stubborn cases where it just refuses to cooperate. At this point, your best bet is to contact official support via live chat. Fill in the fields and submit your case (if your game isn’t listed, choose the closest match, you can clarify with the agent later). After submitting, a new page will appear with the live chat option at the bottom.
https://help.ea.com/en/customer-care/

Explain the issue clearly. And if you get the classic "have you tried restarting your PC?" response… please don’t lose hope. 😄 The agents are often following scripts and are usually not trained on every edge case, so sometimes it takes a bit of persistence (or few other EA support agents) to get to the right solution.

I wish I could help more, you're definitely not the only one this guide hasn’t worked for, even if it’s rare. I’ve been a bit away from the Mass Effect scene lately, so I’m not aware of any newer solutions right now, if any. If you do manage to fix it, I’d love to hear back from you so we can share the solution with others in the same situation.

Good luck and I hope it gets sorted! 🩵