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bealaa2017's avatar
bealaa2017
Seasoned Newcomer
17 days ago
Solved

All game packs gone

Hoping someone on here can give me some guidance with a frustrating issue with my Sims 4 add-on content. I purchased multiple packs—including some as recently as last night (June 30, 2025)—and was ab...
installation
  • EA_Pythia's avatar
    EA_Pythia
    11 days ago

    So it's a mix of free kits and paid packs that are missing.

    If you can't see the purchases in the customer portal, can't find them in the EA app, Support can't see them on the account, and you can't find any e-mails regarding the purchases, then you must've bought the packs for a different account. Unfortunately, I can't help you find that account - support is the best contact option here, though I would recommend you try and find some more details regarding said account first, so they can be used to find and access the account through support.

bealaa2017's avatar
bealaa2017
Seasoned Newcomer
15 days ago

I have searched all through my emails, right back to when I started to play, and even tried to search Origin. But nothing. I am the only one who uses my computer, and I have no other account. There is also other DLC that were free that I have downloaded still on there. 

All the files are on my Windows folder as well, and I can see all the timing of the download process. I have spoken to so many people on the Support, and they keep telling me to clear the cache and give them an invoice number. Which I don't have because I have not received any emails. The last person directed me here because this is to escalate the issue. Would I have received an email for downloading the free DLC's? There are mods on my game, could these have impacted it this? Or when I uninstalled and reinstalled the driver?

  • EA_Pythia's avatar
    EA_Pythia
    Icon for Community Manager rankCommunity Manager
    15 days ago

    Can you see the purchases in the customer portal?

    Was the money taken from your bank account?

    You just said "free packs" - were the packs that you got ones that you actually bought or that you got for free? And if you got them for free, from where did you get them?

    Mods can't cause an issue like this - they can affect things in the game and at the most in the EA app, but if Support can't even see them on the account, that has nothing to do with mods. Neither would reinstalling the drivers.

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