Re: [CURRENT ISSUE] Sims 4 DLC owned in Steam/Epic/XBox Pass missing in EA App

Hi team,

see attachment for what my problem is. I cannot see or start my game.

OS is Windows 11 Pro, version 23H2 build 22631.3593

String of my error report: 

b16aac35-fe88-427a-b69a-e18f13620f16

TIA for looking into this.

Hi @69af136c0947231b 

Is your game showing as available to play or install in the Library section of the EA app? Please also attach a screenshot of what you're seeing there. 

Hi Solaire, thank you for looking into my issue. I attached a screenshot. The shape of the icon is there but not clickable.

Operating System Windows 11 Home 64-bit operating system, x64-based processor

String 1550545e-b56d-4d51-84f5-2a5b9e6ad4bd

I logged in the app to play my game and my games have disappeared. When I click on library I get a message that games have been removed from your library. When I click view details, it pops up a game from Nov 6, 2023 named quest_item and says the content has been removed for an unlisted reason. I only play The Sims and have purchased all my games (which are basically ALL of The Sims games and DLC) with EA, so why are my games now unavailable?

First log in after a while, I've updated the game and did everything from uninstalling the game to clearing cache but nothing is working, all of my dlc isn't pulling up on game launch.

@69af136c0947231bSame prob here, can't see my games/add-ons on EA or my library...

@GooberPease111 Mine isn't showing any of my games either. Have tried everything, nothing works...

@EA_Cade and @EA_Solaire is there an update on this? Although it may have been corrected for some, there are still players unable to play. I have no other way to contact support and I would hate to think I just need to wait it out for weeks or even months with no access to my entire gaming library. I've previously submitted my EA Error Reporting string and operating system. 

So EAHelp twitted that TS4 needs to be updated before June 10 or else the game won't launch. What about those still not able to access their gaming library? How am I suppose to update when there is nothing there to update? It's been weeks and absolutely NOTHING has been done to correct this issue, nor have I gotten a response to any of my inquiries. I've been playing since TS OG and this is the way I have to remember what was once a great franchise. Money down the drain. 

Hi there! I am having this issue. I have purchased all dlcs on Steam and it was working perfectly fine. Yesterday it broke. The game won't launch neither via Steam, nor via EA app. It says I have no access. EA support was not useful, nobody knows how to fix that. Pls, ASSIST. Do not make me go to my bank and dispute all the purchases. This is ridiculous how y'all make a new FIFA each year and cannot fix this little issue. 

I am still having issues with the Highschool Years expansion pack being removed from my game. I clear the cache every day and it breaks the EA app. I then have to repair the EA app in my system settings. I have Windows 10 machine. I created an error report 991b3f6d-06b8-45c5-807a-8807f0f39181

It's been 6 weeks and still no resolution, and no one has reached out to try to help me solve this issue, except for the middle finger from EA. The only games I own are SIMS games and I can't access my library to play them. THOUSANDS of dollars down the drain.