I solved the issue! If you're having the same issue just go to the top left click the three lines at the top. When you do that, click help then app recovery.
Hello, Thank you so much for your help. I am replying under a different account name because the EA account that was having the difficulty, Oliver_Hillary, and the laptop in question belongs to my adult son. He has autism and insists on being signed into his EA App all of the time, just as he insisted on staying signed into Origin. He doesn't live with me so the only time I can work on his laptop(s) is when he is visiting overnight and even then I can only try to solve issues regarding his EA account or his laptop(s) when he is sleeping because he doesn't like anyone else touching his computer(s). He doesn't, however, have the cognitive ability to sign himself back into EA App were I to sign him out in order to attempt to solve issues related to his EA account or his laptop(s) so I am unable to work on this matter further until he returns for another visit in two weeks. That was a long explanation, I'm sorry about that. In any case, thank you for your guidance and I will let you know what happens when I am able to attempt again to solve these issues in two weeks. I just have one question at this point -- the laptop I was working on is a brand new one that I was trying to set up for my son as a backup in case anything happens to his current laptop (he has a tendency to damage his computers from time to time). So would I still need to clear the cache on a brand new laptop that had only had a few programs installed on it like Facebook Messenger and Skype prior to me attempting to install the Sims games? Thanks again!
Community ManagerThere's definitely no rush in getting back to me on this, please feel free to take your time 🙂
Even if the laptop is fairly new, I'd still recommend clearing the cache for the EA App as that step can help clear any corrupted or glitched data that may be preventing your download.
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