Forum Discussion

sddmd's avatar
sddmd
10 months ago

Expansion Removed from my Library

I purchased The Sims™ 4 Horse Ranch Expansion Pack in 2023, June (Yes, I have my Order Confirmation mail still saved).

I hadn't been able to download it once the expansion came out, despite searching the forums and reporting on the EA app (uninstalling and downloading the app again, clearing the app cache, uninstalling and downloading the game again and all the other present fixes). After many attempts covering the whole year, I just gave up.  Now this expansion is not even in my library.

I will be attaching the expansion page on my EA app in hopes that somehow I can get back to the game. At this point, I have lost hope and stopped playing The Sims 4, as it only generates errors and problems.

pc
technical issues

3 Replies

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    10 months ago

    Hello there, 

    If you purchased the DLC and it is not showing as owned in your Library, please contact EA Help Support as they will have to check this purchase for you. 

    Thanks,

  • sddmd's avatar
    sddmd
    10 months ago

    Thank you for reaching out, 

    I have tried that already but the topic concerning this issue does not offer any contact, only articles "that might help". I have checked and my order is still "processing" while my other orders are "completed".

    At this point this forum is my only hope for solution.

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    10 months ago

    If the order still processing for a long time, you will need to speak to someone at EA Help to assist with that. 

    If you're not getting the chat option when trying to contact support, can you please try: 

    1. Go to: https://help.ea.com/en/help-home/
    2. Select the game you need assistance with or EA App
    3. Select "I want to update my EA Account information" 
    4. Scroll down the page to find the "Chat with us" option

    If the chat doesn't show up, please try doing that while logged out. Once selecting the chat option it will ask you to log in, but you can select the option to continue without logging in.

    I hope this helps! 

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