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HelloJune14's avatar
HelloJune14
Seasoned Newcomer
24 days ago
Solved

Bought and Installed Pack not showing up at all

Hi, I just bought and installed the Enchanted by Nature pack successfully. I played for a while then got off and just tried to load up my save and it is saying I do not have the pack and need to inst...
installation
  • EA_Solaire's avatar
    EA_Solaire
    24 days ago

    Hi all

    Please take a look at the transaction history on your EA account for this purchase. 

    If you're seeing a failed transaction but were still charged, you should now have received a refund for this transaction, and you will need to repurchase your pack. 

    If your transaction shows as processing or pending, you'll need to give the transaction 72 hours to fully process through. After that time if the transaction is still stuck, please contact live support from the site here so they can review your account information and see what's causing this.

    It it shows as completed, please clear the cache for the EA app following these steps. If you can't access your pack after trying this and verifying that the transaction is complete, please let me know! 

ZS101002's avatar
ZS101002
Newcomer
24 days ago

Hi! I purchased and downloaded the Enchanted by Nature pack yesterday. Everything was working fine with gameplay yesterday, then today it says it hasn't been purchased. Does anyone know a solution for this?

  • goth_button's avatar
    goth_button
    Seasoned Newcomer
    24 days ago

    The same thing happened to me! I can’t figure it out and I’m really upset. Like did I just spend $40 for nothing? Please let me know if you find anything out

  • dilexit2183's avatar
    dilexit2183
    New Novice
    24 days ago

    This is the 3rd post I've seen today that has similar problems. I purchased 2 of the discounted expansion packs yesterday, was able to play with them for a bit, and now they are gone. It seems like perhaps EA had issues on their end processing payments yesterday. A few of us have put in tickets for the problem, but their ticket line is hugely long right now, so I'm not sure anyone has a fix at this point.

    TLDR: This appears to be a common issue currently but there is no official fix for it yet.

    • goth_button's avatar
      goth_button
      Seasoned Newcomer
      24 days ago

      How do I put a ticket in?

  • pipsqueakkle's avatar
    pipsqueakkle
    Seasoned Newcomer
    24 days ago

    Same here! If you go to your library (at least on the EA app) it says “Games have been removed from your library” and you can view from there, but it says there was an error in my purchase , but I wasn’t charged. Sure enough I got charged. I played pretty much all evening and it was working woke up and it was gone. Love playing the Sims, but gosh what is going on recently??

  • SamariahKeeper's avatar
    SamariahKeeper
    New Novice
    24 days ago

    I'm also having the same issue, I bought 4 packs, spent over $100, played them all evening, this morning, poof they're gone and so is my money. I put in a ticket, but I've been sitting in the live chat waiting for quite some time now. Really upset about this. Hopefully we can get the content or our money back.

    • pipsqueakkle's avatar
      pipsqueakkle
      Seasoned Newcomer
      24 days ago

      How do i put a ticket in?

      • SamariahKeeper's avatar
        SamariahKeeper
        New Novice
        24 days ago

        Go to the EA Help website, go under help by topic, click orders and rewards, scroll down to the bottom and click contact us. Then just fill out the form.

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