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Re: Purchased game/DLC available on Origin but not the EA app

Hi 

I purchased 3 Sims 4 games today as part of their bundle offer and they are not showing under my game collection or 'manage add-ons' when I went to try and download them. 

I checked my bank and the money has been taken from the account, I also checked the order status on my EA account and they are showing as Completed.

When I launch my Sims 4 game the packs are showing as 'purchased' but not downloaded. When I go back to EA app and search for the same games the only option is to 'purchase'. 

I have tried to;

- Delete the cache

- Restart the app

- Restart the computer

- Uninstall and reinstall the game 

After I bought the games initially and tried to download my app froze and I signed out, but because of the server issue I couldn't get back in initially. Could the issue with the servers have impacted the 'purchase'/'download'? 

Any help is much appreciated 🙂

7 Replies

  • LeighAnneF7's avatar
    LeighAnneF7
    Seasoned Newcomer
    3 years ago
    @amberhoney19 I have had the exact same experience today, and tried all the steps you have mentioned also

    Interestingly though, I did redownload the origin app (although I couldnt use it to play my sims 4 game, it did download the new expansion pack I bought today in the background (growing together) and I could see it in the download queue at the bottom left).

    Hence, I thought this might have pushed the download through to the EA app, so I redownloaded, but to no avail.

    I've been looking everywhere online to find out what else to do, but your message is the first I've seen regarding my exact issue too! Its so frustrating

    I wish I had another idea, but I don't. At a complete loss - but I know the purchase definitely went through as I can see it on my EA account when I login through browser, and my banking app also shows the transaction request.

    Hope we manage to get it fixed soon!
  • Ugh so frustrating! I have sent an email off and if they don’t sort it I’m going to contact my bank and get them to raise a case to obtain the money back as it’s so frustrating! Will keep you posted if they come back to me!

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi everyone, 

    We made an update recently that should help fix this for some titles. 

    @lance8765 @Epicbigfoot The games you mentioned in particular should have been included in this update. When you've got the chance can you check and see if they're now available in your Library? 

  • @EA_Kent hi... well, only Battlefield 3 has finally returned.

    The rest of the games/demos/addons/missing language options from this list is still MIA:

    Making another small update to my list of missing/problematic games/demos/addons between Origin and EA App, again sorry for the inconvenience.

    Nothing much has changed since the previous update, i've only seen the number of games randomly decreasing from my current total (which is still far lower than the one on Origin) to something like 24, 40 or something like that, however deleting the EA App cache solved the issue until the next time.

    The support team doesn't seem to aknowledge the issue, keeps insisting that it will be fixed soon, but like i said, nothing much has changed, and in some countries (not mine, hopefully) Origin completely ceased to work with the EA App still far from being completely operative.

    This is the current situation as of April 6, 2023, at least for me.

    Only one new game from last time (January 11), currently having 55 entries in the EA App Library (previously 36 before August, then 53, then 54 on October 7, 55 on October 8, and again 54 on January 11), and i had 76 entries on Origin, though. I keep automatic updates for EA App but nothing much has changed. I also clear the EA App cache on a regular basis.

    My account region is Italy, by the way. No content was ever purchased on EA App, everything was obtained years before it was released, either from EA Download Manager/EADM, Origin (from the in-app Store or the "On The House" promotion), physical or digital copies redeemed by myself or with the help of EA Advisors through the Live Chat.

    Without further ado, this is the current situation:

    FULL GAMES/DEMOS/ADDONS NOW APPEARING IN THE LIBRARY BUT STILL WITH MISSING CONTENT AND/OR WITH OTHER MINOR ISSUES:

    - Battlefield 3 Limited Edition (it had two entries on Origin for whatever reason, and i'm seeing 7 addons on Origin but for whatever reason they are 8 on EA App) <--- FIRST COPY PURCHASED FROM ORIGIN, SECOND COPY OBTAINED FROM ORIGIN ON THE HOUSE

    - Battlefield: Bad Company 2 (i'm seeing 2 out of 3 addons on EA App) <--- PURCHASED ON STEAM, CD-KEY REDEEMED ON ORIGIN (BY MYSELF)

    - Missing addon:

    -- Digital Deluxe Edition unlockables

    - Bulletstorm (purchased on Origin around late 2011, but on March 23, 2023, another version named "Bulletstorm Lite", which is basically the singleplayer portion of the "Full Clip Edition" remaster, magically appeared on my library on both Origin and EA App, but again i'm seeing only Bulletstorm Lite on EA App) <--- ORIGINAL VERSION PURCHASED ON ORIGIN


    - Crysis (i'm seeing 1 out of 4 addons on EA App, only the Bonus Disc is available) <--- REDEEMED ON ORIGIN FROM PHYSICAL COPY WITH THE HELP OF AN EA ADVISOR

    - Missing addons:

    -- Digital Art Asset Pack

    -- Bonus Music

    -- Editor

    - Dragon Age: Origins Ultimate Edition (it had two entries on Origin for whatever reason, and i'm seeing 12 out of 15 addons on EA App) <--- FIRST COPY PURCHASED FROM ORIGIN, SECOND COPY OBTAINED FROM ORIGIN ON THE HOUSE

    Missing addons:

    -- Blood Dragon Armor

    -- Digital Deluxe Edition Soundtrack

    -- Collector's Edition Bonus Items

    - Kingdoms of Amalur: Reckoning Demo (appears in the EA App library but it's not labeled as "Demo", the downloaded content is of course the demo, with a size of 2.81GB, it also downloads to the main "EA Games" folder instead of a subfolder, for whatever reason) <--- OBTAINED FROM ORIGIN

    - Mass Effect (it had two entries on Origin for whatever reason) <--- FIRST COPY REDEEMED ON ORIGIN FROM PHYSICAL COPY (WITH THE HELP OF AN EA ADVISOR), SECOND COPY APPEARED FROM NOWHERE

    - Mass Effect 2 (it had two entries on Origin for whatever reason, and i'm seeing 23 out of 27 addons on EA App, the other missing entry was the Digital Deluxe Edition obtained from "Origin On The House", while the other addons were obtained when EA Download Manager was still a thing) <--- FIRST COPY REDEEMED ON ORIGIN FROM PHYSICAL COPY (BY MYSELF), SECOND COPY OBTAINED FROM ORIGIN ON THE HOUSE

    - Missing addons:

    -- Digital Artbook

    -- Original Soundtrack

    -- Documentary

    -- Genesis

    - Mass Effect 3 (i'm seeing 20 out of 21 addons on EA App) <--- FIRST COPY REDEEMED ON ORIGIN FROM PHYSICAL COPY (BY MYSELF), SECOND COPY APPEARED FROM NOWHERE

    Missing addons:

    -- The Final Hours of Mass Effect 3

    - Mirror's Edge (it had 2 addons on Origin, but only 1 on EA App, however on Origin the "Pure Time Trials Pack" download button does nothing, so it's like not having it there, but i'm fine as long as it's working on EA App) <--- REDEEMED ON EADM OR ORIGIN FROM PHYSICAL COPY (DON'T REMEMBER IF BY MYSELF OR WITH THE HELP OF AN EA ADVISOR)

    Missing addons:

    -- Original Soundtrack


    - Need for Speed: Carbon Collector's Edition (it had one addon on Origin but none on EA App, and the game somehow must be downloaded from browser as a zipped archive instead of through EA App itself) <--- REDEEMED ON ORIGIN FROM PHYSICAL COPY (WITH THE HELP OF AN EA ADVISOR)

    - Missing addon:

    -- Bonus DVD <---  IT WAS ON ORIGIN, BUT INSTEAD OF DOWNLOADING THE COMPLETE BONUS DVD IT DOWNLOADED AN INCOMPLETE/CORRUPTED INSTALLER! THE SIZE OF THE DOWNLOADED FILE IS JUST 900MB BUT THE REAL SIZE SHOULD BE 3GB!


    - Need for Speed: ProStreet (the game somehow must be downloaded from browser as a zipped archive instead of through EA App itself) <--- REDEEMED ON ORIGIN FROM PHYSICAL COPY (WITH THE HELP OF AN EA ADVISOR)

    FULL GAMES/ADDONS STILL COMPLETELY MISSING:


    - Command & Conquer 3: Tiberium Wars (Italian version redeemed several years ago, i had a bundle with base game and Kane's Wrath from C&C The Ultimate Collection, but it's in English only and cannot select other languages) <--- ITALIAN VERSION REDEEMED ON ORIGIN FROM PHYSICAL COPY (WITH THE HELP OF AN EA ADVISOR), ENGLISH VERSION REDEEMED ON ORIGIN FROM A PHYSICAL COPY OF "THE FIRST DECADE" (AN EA ADVISOR GAVE ME THE "C&C THE ULTIMATE COLLECTION" BUNDLE)


    - Command & Conquer 3: Kane's Wrath (Italian version redeemed several years ago, i had a bundle with base game and Kane's Wrath from C&C The Ultimate Collection, but it's in English only and cannot select other languages) <--- ITALIAN VERSION REDEEMED ON ORIGIN FROM PHYSICAL COPY (WITH THE HELP OF AN EA ADVISOR), ENGLISH VERSION REDEEMED ON ORIGIN FROM A PHYSICAL COPY OF "THE FIRST DECADE" (AN EA ADVISOR GAVE ME THE "C&C THE ULTIMATE COLLECTION" BUNDLE)


    - Command & Conquer 4: Tiberian Twilight (separate entry that came with C&C The Ultimate Collection) <--- FIRST COPY REDEEMED ON ORIGIN FROM PHYSICAL COPY (BY MYSELF), SECOND COPY REDEEMED ON ORIGIN FROM A PHYSICAL COPY OF "THE FIRST DECADE" (AN EA ADVISOR GAVE ME THE "C&C THE ULTIMATE COLLECTION" BUNDLE)


    - Command & Conquer: Red Alert 3 (Italian version redeemed several years ago, base game, i only see it in English on EA App and cannot select other languages) <--- ITALIAN VERSION REDEEMED ON ORIGIN FROM PHYSICAL COPY (BY MYSELF), ENGLISH VERSION REDEEMED ON ORIGIN FROM A PHYSICAL COPY OF "THE FIRST DECADE" (AN EA ADVISOR GAVE ME THE "C&C THE ULTIMATE COLLECTION" BUNDLE)


    - Command & Conquer: Red Alert 3 and Uprising (it was a bundle with both Red Alert 3 and Uprising, in English only that came with C&C The Ultimate Collection) <--- REDEEMED ON ORIGIN FROM A PHYSICAL COPY OF "THE FIRST DECADE" (AN EA ADVISOR GAVE ME THE "C&C THE ULTIMATE COLLECTION" BUNDLE)


    - Command & Conquer: The Ultimate Collection Additional Content (by the way, anything related to this collection was obtained thanks to the help of EA Advisors through the Live Chat) <--- REDEEMED ON ORIGIN FROM A PHYSICAL COPY OF "THE FIRST DECADE" (AN EA ADVISOR GAVE ME THE "C&C THE ULTIMATE COLLECTION" BUNDLE)


    - DarkSpore (i'm reporting it despite it being unusable)  <--- PURCHASED ON ORIGIN

    - Knockout City (probably removed due to recent changes by the developers? well i'm reporting it anyway) <--- OBTAINED FROM ORIGIN

    Also most (if not all) other owned games lost the option to download the game in different languages, and are stuck with either English or Italian language, the other different multi-languages are still available in Origin.

    MISSING DEMOS/BETAS/TRIALS (i'm reporting them just for completion's sake, most trials are still valid, too):

    - Battlefield 4 Trial <--- OBTAINED FROM ORIGIN


    - Battlefield: Hardline Beta <--- OBTAINED FROM ORIGIN


    - FIFA 13 Demo <--- OBTAINED FROM ORIGIN


    - FIFA 16 Demo <--- OBTAINED FROM ORIGIN


    - FIFA 18 Demo <--- OBTAINED FROM ORIGIN


    - FIFA 19 Demo <--- OBTAINED FROM ORIGIN


    - FIFA Manager 12 Demo <--- OBTAINED FROM ORIGIN


    - FIFA Soccer 12 Demo <--- OBTAINED FROM ORIGIN

    - Mass Effect 3 Demo <--- OBTAINED FROM ORIGIN

    - Plants vs. Zombies: Garden Warfare 2 Trial <--- OBTAINED FROM ORIGIN


    - Star Wars: Battlefront Trial <--- OBTAINED FROM ORIGIN


    - The Sims 3 Pets Create A Pet Demo <--- OBTAINED FROM ORIGIN

    - Titanfall Trial <--- OBTAINED FROM ORIGIN

    Sorry for the huge wall of text, i hope you'll understand! And sorry for continuously deleting/editing/reposting this! I hope everything will be sorted out once Origin is completely decommissioned! And please add an option to hide games like it was possible on Origin!

  • The update did not fix my issue with Mass Effect, which was fully documented in my report, that was merged here by the admins. I understand the merging, I still fail to understand how this software is so broken and yet we are forced to use it.

    I have tried several times now in chat with EA reps, to have them remove that game from my library, and issue me a new key. The problem, for god only knows what reason, is somewhere in the authorization chain. It seems to me the easy fix is to try my suggestion, and if that works.... we have a "workaround".

    If this has already been tried and it doesn't work, well then great my big brain is smooth. If it does work, then by the Maker - use it.

    Workarounds are needed in many cases, this is nothing to be ashamed of and can buy the necessary time to discover and repair the root issue. Without offering any sort of workaround or brute force method, we are left in this predicament.

    This is not an issue I have had with Origin. I had other issues with Origin, but they were mostly focused on how lacking it was compared to the other more robust offerings of the competition. That the answer to this was to create an even more lacking client, that also simply doesn't work at all for some people or some of their games - is a grim reminder of the EULA we essentially "agree" to when "buying" our games, and for me reminds me why I want more from my gaming product than being left with no recourse because big company is too busy counting money to care about the people that gave it to them.

    That's my rant, and it is focused on EA the corporation. Not on any member of this "community" of commiserates.

  • Well it now thinks I own Star Wars Battlefront, I don't, and I still don't see Star Wars The Old Republic.

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