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HelloJune14's avatar
HelloJune14
Seasoned Newcomer
10 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 install it. I have a confirmation email stating that it went through and have restarted my pc, went to manage add on to see if it was there, and repaired the game. It is still not showing up and I literally just bought it a few hours ago and now it is saying I don't have it. Has anyone else ever had this problem and if so how do I fix it?

 

installation
  • EA_Solaire's avatar
    EA_Solaire
    10 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! 

89 Replies

  • Sims4Jays's avatar
    Sims4Jays
    Seasoned Newcomer
    10 days ago

    I purchased the Sims 4 Horse Ranch expansion pack along with the greenhouse haven kit today. I was charged, and got confirmation emails for both of them. A few hours later, my game crashes, and the EA application was saying that I no longer own those packs. I contacted suport, they said the payment failed on their end, however I was charged for both packs. Support said that I needed to REPURCHASE the pack and I was charged AGAIN. If you ask me thats Asinine.

  • kissingisillegal's avatar
    kissingisillegal
    New Rookie
    10 days ago

    I had the same issue! I bought a bundle with for rent, wedding story and my pet stuff and even got a few hours of gameplay in, then i log on again and I'm told that it was removed from my library and that i'll have to repurchase it? Ridiculous, I paid quite a bit for it too. I literally have the bank statement to prove it.

    I logged a ticket with support asking for the games back or for a refund, it'll be such a bummer to lose $60 over this as I'm a huge sims fan :(

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