Re: Sims 4 Growing Together not showing in library

@p9j3

Did the live support team at any time remove and re-add Growing Together from your account?

@tigmagick

Did you get any error messages from the EA app when you tried to redeem your game code for Growing Together that you purchased from Amazon? 

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@EA_Solaire wrote:

@p9j3

Did the live support team at any time remove and re-add Growing Together from your account?

@tigmagick

Did you get any error messages from the EA app when you tried to redeem your game code for Growing Together that you purchased from Amazon? 

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@EA_Solaire 

1st THANK You for responding to me! Sorry for the long reply its detailed. 

I did not receive any error messages or code. I redeemed the code for Growing Together copy and pasted from my Amazon account  then I redeemed the code for the Bonus that came in the email copy & pasted again.

I only knew something was wrong when I went to make sure that the download started and it still had purchase instead of in library. So far I had the "support team" that you can chat with once you open a ticket (is that the Support Team you asked p9j3 about?) Close my 1st ticket with something like unfixable. I asked if they could refresh the code or remove and add it back. That was how a a simulator problem was fixed for Sims 3. I was told buy ALL I chatted too that wasn't a thing. Which it seems like it still is. In fact the person who ended the chat on me told me the code was corrupted and IF I had bought it from Amazon to ask for a refund Closed the chat and the ticket. Amazon let me know that on the page to buy it it says nonrefundable or returnable. I also did NOT care for the insinuation that I was a thief by them saying IF I bought it several times. 

So beyond that insult to my honor I was asked by the others "To follow the steps" So I have uninstalled EA app several times now 4or 6 I think. 1st just a fast remove than install, 2nd  remove reboot install. 3rd remove, clean boot install, (still not under the Sims 4 Manage but bonus stuff is and the growing together page still says purchase) tried a Repair install 4th uninstall rebooted reinstalled since the Repair could have messed it up and I may have done it a few more times as well. I didn't keep track of how many times I cleared my cashe. Several suggested buying it again though the EA app, I can't afford to buy it twice sorry.

I was told to post here and read answers.ea.com and at help.ea.com in case other players had Ideas for me.

On reading I learned that I could search for the game files, did so and no 13 had all the others I should. 

Tired loading the game with crossed fingers and a prayer and see it listed as owned on the main menu screen thing. I had an Idea, closed the game and moved the whole Sims 4 folder in documents. Opened it up and it said it was downloading and could track it in origin, which I don't have anymore. Waited 3 hrs was never told the game was done downloading BUT the folder was now found on my hard drive. However In case making a new family I didn't have the new aspirations for children OR the world. So it downloaded but I can't play it.

I have spent several hours for days trying to fix this, and truly have cried, well I have hit most of the stages of grief and fear I am just out the $. I was hoping to keep my mind off my upcoming surgery by playing, at lest I can say that I was fully distracted by trying to track down a fix.   

Oh and before you ask I am not playing on Sims 4 legacy Nor have I ever installed on the computer I currently play sims, the CAS demo. 

Again Thank you for responding to me your the 1st, and I do So Much Appreciate the fact you're trying to help! I hope your day is going well. Thank you again for your time and attention to this problem.

@tigmagick @p9j3 

Would you both mind reloading the EA app for me please and let me know if you're seeing Growing Together under your Add-Ons now? 

@EA_Solaire do you mean just turning the computer an opening the EA app, or reinstall the app?

I did forget the last steep they made me do which was a full uninstall of the Sims 4 and reinstall. I still haven't been able to play and haven't loaded the game since the reinstall considering how long it took to download. 

I'm not home from my pre op check up but I can try As soon as I get home. It won't be to long.

@tigmagick 

No need to reinstall the app, we'll just need you to login and check your account when you're able to please 🙂

No rush on this at all, but please keep me posted! 

@EA_Solaire  

THANK YOU!!! THANK YOU!! Thank you!

Its fixed. I noticed I got an email thanking me for using EA help while I wasn't home so I guess they fixed it then?

It was the code and you all had to do something on your side either refreshing or putting in a new one right? Which is what I asked for and all the chat people told me it wasn't a thing. I wish I had gotten you and them this weekend! 

Thank you again! I tracked over 23 hrs that I was chatting, restarting, downloading or researching this issue since the 2nd and you fix it in what 2 hours looking at the time between your posts? 

Other than the emails after is there any other way to give feedback on the people I talked to on chat? On the 3rd weirdly people drooped out and I started with a new person 4 times. 

Again I really wish you or whom ever fixed it was someone I connected with over the weekend, It seems the stress kept my heart rate to high this weekend so surgery is delayed, but at lest my game works! 

Is there by any chance a program to earn kits/ ea cash to buy stuff from when the game brakes and its all on EA's server side? I'd like in on it if possible I was going to get pastel pop kit to use with Growing Together but I'm scared now to redeem anything more! 

@tigmagick 

Really glad to hear it's sorted for you, thank you for keeping me updated 🙂

I do apologize for the troubles you were having prior on this, we can certainly get that case reviewed for quality purposes. If you're looking to provide feedback on your contact with live support, you should be sent a feedback request to your email after any contacts with live support, be sure to check your email for those feedback requests. 

We're always happy to help with any issues that pop up for you, please don't hesitate to reach out again if you need assistance with anything else!