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Seasoned Newcomer

Re: Sims 4 - Packs missing from EA app

Intro + possible cause?: I wanted to play the Sims 4 today after some time of not playing, and after being prompted to log in by EA I did so via Google since I thought I originally did it that way, which then prompted me to 'merge the accounts'. I did so thinking it wasn't a big deal, but then I found that all my packs were gone. Could this be a cause of my issue?

The issue itself: The issue itself is that my saves are intact, but EA app no longer has my hours logged and seems to claim that I've only played it for 1 min. In addition, my packs are no longer installed and EA App says that I haven't even bought them.

I have 3 packs that I received as gifts, Vampires, Werewolves and Cats and Dogs. I've had all of these packs in-game and played with these packs for months, so it is not a purchasing error. I still have my saves, but I cannot play them as it says I no longer have the packs necessary.

I reached out to EA support as I couldn't figure out this issue on my own, and got a response, though it was unhelpful and upon my reply to EA, I got a message stating that they no longer were monitoring the email I was trying to reply to. I checked the tickets in EA help, and they stated that I had two open: one that was marked closed and another that stated they were still waiting for my response.

I'm just frustrated as EA has been a dead-end, so any help would be appreciated.

1 Reply

EA_Solaire
Community Manager
8 months ago
Hello _Karma_404_505

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 also 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: https://help.ea.com/help/faq/using-ea-help.