Forum Discussion

Legend

2 years ago

Solved

Game packs have disappered from EA APP

Product: The EA app
Platform:PC

Which client functionality are you experiencing this bug with? Other (Please Describe)
Please describe My Game Is Missing (Sims 4 Deluxe Edition and 37 packs)
When did this happen? (dd.mm.yy hh:mm) 15/06/23
Summarize your bug I was trying to update Sims 4 last night and I lost 37 packs plus a Deluxe Sims 4 Base Game
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Not Sure.
What happens when the bug occurs? I have no idea.

What do you expect to see? To be able to install and play the game/packs I purchased.

I don't have an extra EA account so I can't possible have "logged into the wrong account"

bug

mac

EA_Solaire
2 years ago
Hi there @Madamelee,

If your game library isn't showing your add-ons in the EA app, then most likely you're logging into the EA app with the wrong login details. You need to login to the app with the same details that you originally purchased your content on, and you'll see everything available in your library to download and access again.

Please be sure to check your Order History in the EA app- if your Order History is showing as blank and you're not seeing any previous purchases you've made here, this is another way to verify that you're currently logging into the app with the incorrect login details.

I'd recommend checking any emails you have for the email receipt of your purchases so you know which account to login to the EA app to. If you need further help locating the correct login details, that's something live support can help with- you can reach out to live support by submitting a help request here.

If your content is appearing in your order history for this account, but you still aren't able to access your DLC, please let me know!

4 Replies

Madamelee
Legend
2 years ago
I still have my packs missing and I want my deluxe BG version return and not end up with the standard edition
Madamelee
Legend
2 years ago
Product: The EA app
Platform:PC

Which client functionality are you experiencing this bug with? Other (Please Describe)
Please describe My Game Is Missing (Sims 4 Deluxe Edition and 37 packs)
When did this happen? (dd.mm.yy hh:mm) 15/06/23
Summarize your bug I was trying to update Sims 4 last night and I lost 37 packs plus a Deluxe Sims 4 Base Game
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Not Sure.
What happens when the bug occurs? I have no idea.
What do you expect to see? To be able to install and play the game/packs I purchased.
I don't have an extra EA account so I can't possible have "logged into the wrong account"
EA_Solaire
Community Manager
2 years ago
Hi there @Madamelee,

If your game library isn't showing your add-ons in the EA app, then most likely you're logging into the EA app with the wrong login details. You need to login to the app with the same details that you originally purchased your content on, and you'll see everything available in your library to download and access again.

Please be sure to check your Order History in the EA app- if your Order History is showing as blank and you're not seeing any previous purchases you've made here, this is another way to verify that you're currently logging into the app with the incorrect login details.

I'd recommend checking any emails you have for the email receipt of your purchases so you know which account to login to the EA app to. If you need further help locating the correct login details, that's something live support can help with- you can reach out to live support by submitting a help request here.

If your content is appearing in your order history for this account, but you still aren't able to access your DLC, please let me know!
Madamelee
Legend
2 years ago
@EA_SolaireI'm the only one in the house with an EA account and only ONE account. So its not logging into the "wrong account". There isn't a "Wrong" account to do it with.

Turns out I was afraid of redownloading the Base Game again was showing "standard edition". and I was worried I was going to loose my Deluxe items from my Deluxe version.
Oh amd my Order's history shows all my packs that I have paid for.