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EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
12 months ago

[INVESTIGATION] Missing Games/DLCs in EA app Library (Feb. 2024) - Non-Temporary

Hi everyone,

This thread has been created to gather data from players who report the absence of previously owned or recently bought Games/DLCs in their EA app Library starting from January/February 2024 (or before).

If you are experiencing this issue, please ensure the following:

  • Verify that you are logging into the EA app with the correct EA account - the one that contains your games. After manually checking some of your reports (which we don't typically do via forums), we've noticed several instances of players reporting this problem with empty EA accounts. As such, please respond to this thread using your primary EA account (the one you believe your games are registered to).

  • Check your Order History - Try to locate your games, if purchased through our EA.com website or the EA app (formerly Origin), on your Order History page (access it here). If you sign into your EA account on the Order History page, apply filters for All Status and All Timeframes, and still see nothing, you may be using the incorrect EA account.

  • Do or did you have EA Play? - If you had EA Play and claimed games that are now missing or returning a "You don't have access" error, ensure that your EA Play subscription is active. Note that this error can also occur in the EA app if you are attempting to launch an EA game via Steam or Epic while logged into the EA app with the incorrect account (one not linked to your Steam or Epic persona).

If you've checked all of the above and still can't see your EA games in the EA app, consider performing an EA app Recovery (clear cache) to see if that resolves the issue.

If the problem persists, please reply to this thread with the following information:

  • Your EA ID/Username,

  • The names of the missing games (please just name a handful),

  • The date when this issue first started,

  • Your current EA app version (find out here),

  • Your EA app Error Reporter ID (provide it in this thread).

Thank you for your cooperation.

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  • TheTonnina's avatar
    TheTonnina
    2 years ago

    Your EA ID/Username: TheTonnina

    The names of the missing games (please just name a handful): The Sims 3 base game

    The date when this issue first started: Noticed it today 02/02/2024

    Your current EA app version (find out here): 13.116.0.5629 (78907-2840276cb3)

    Your EA app Error Reporter ID (provide it in this thread): f56012bf-2de9-48cc-ba0a-101a92d4a44f

    I owned the sims 3 base game and a bunch of expansion and stuff packs way back in the late 2000s. I had physical copies that I've since gotten rid of because they were always on my Origins and I moved 3 times...

  • 1965bba9052b718's avatar
    1965bba9052b718
    2 years ago

    Product: The Sims 4
    Platform:PC
    Which language are you playing the game in? English
    How often does the bug occur? Every time (100%)
    What is your current game version number? Sims 4
    What expansions, game packs, and stuff packs do you have installed? Sims 4 Base game Get to work I did have - Discover university - Island Living - Eco lifestyle - Jungle Adventure - Get famous -cats and dogs - get to work
    Steps: How can we find the bug ourselves? Games missing in library
    What happens when the bug occurs? Game packs not presenting in library - all games missing.
    What do you expect to see? My games back in my library that I've paid for
    Have you installed any customization with the game, e.g. Custom Content or Mods? Never used.
    Did this issue appear after a specific patch or change you made to your system? Neutral/Not Sure 

    ‌

    Product: The Sims 4
    Platform:PC
    Which language are you playing the game in? English
    How often does the bug occur? Every time (100%)
    What is your current game version number? Sims 4
    What expansions, game packs, and stuff packs do you have installed? Sims 4 Base game Get to work I did have - Discover university - Island Living - Eco lifestyle - Jungle Adventure - Get famous -cats and dogs - get to work
    Steps: How can we find the bug ourselves? Games missing in library
    What happens when the bug occurs? Game packs not presenting in library - all games missing.
    What do you expect to see? My games back in my library that I've paid for
    Have you installed any customization with the game, e.g. Custom Content or Mods? Never used.
    Did this issue appear after a specific patch or change you made to your system? Neutral/Not Sure 

    ‌

    Missing content after combining accounts.

    All game packs and expansions were bought in origin - I have these receipts.

    I was informed that if I combined accounts with my new ea account I would not loose any content however my game library was then empty. 

    I have followed all steps on troubleshooting and as advised by the live chats I sent emails to open case. Its safe to say I have received terrible customer service in that I have been given numerous answers as to why the packs/games are missing and yet the issue is still not resolved. I have now been advised to come to report a bug to see if this issue is resolved. If it is not I will be suspending my account as I can not afford to re-purchase all my games. 

    Reciepts attached and transaction/order codes below

    Order number: 1003693972876
    Order date: 6.10.19
    • sims 3 starter pack 
    • Sims 3 
    • Sims 4 bonus content 
    • Sims 3 design and high tech stuff
    • Sims 3 late night expansion 
     
    Order number: 1003831172876
    Order date: 6.4.2020
    • Sims 4 Jungle Adventure 
     
    Order number: 1003874772876
    Order date: 25.4.2020
    • sims 4 get famous 
     
    Order number: 1003828972876
    Order date: 05.4.2020
    •  some 4 island living 
     
    Order number: 1003843372876
    Order date: 11.4.2020
    • sims 4 cats and dogs 
     
    Order number: 1004014972876
    Order date: 05.8.2020
    • sims 4 eco lifestyle 
     
    Order number: 1003832172876
    • sims 4 discover university 
     
    Order number: 1003844372876
    • Sims 4 get to work 
  • slayercft's avatar
    slayercft
    2 years ago

    My copy of battlefield 1942 isnt showing up on the new EA app. How do I get it to show back up?

  • paullindsey123's avatar
    paullindsey123
    2 years ago

    Product: The EA app
    Platform:PC
    Error Report ID (learn how to create an Error Report ID in the sticky post)
    Which client functionality are you experiencing this bug with? Download Game
    When did this happen? (dd.mm.yy hh:mm) 04.02.2024
    Summarize your bug I have purchased the sims 4 for rent expansion pack and its not showing up in my game. Its showing in my library on the EA app but not in the game. I have cleared my cache and cookies and uninstalled and reinstalled my game and all my packs , but its not showing in my game. Can you please help ?
    How often does the bug occur? Every time (100%)
    Steps: How can we find the bug ourselves? I'm not sure
    What happens when the bug occurs? Game is showing as downloaded but not showing in the game
    What do you expect to see? To see the pack in game

    ‌

    I have purchased the sims 4 for rent expansion pack and its not showing up in my game. Its showing in my library on the EA app but not in the game.
    I have cleared my cache and cookies and uninstalled and reinstalled my game and all my packs , but its not showing in my game.

    Can you please help ?

  • Willason5's avatar
    Willason5
    2 years ago
    • Your EA ID/Username: Willason5

    • The names of the missing games (please just name a handful): Battlefield 2042 Gold Edition, Battlefield 2042 Elite Upgrade

    • The date when this issue first started: 02/05/2024

    • Your current EA app version (find out here): 13.113.0.0526 (78907-284027cb3)

    • Your EA app Error Reporter ID (provide it in this thread): a9afcedf-15a5-4e2e-997d-877f1ee6e9c1
  • SusanG520's avatar
    SusanG520
    Seasoned Rookie
    2 years ago
    @EA_Leeuw Missing game: Sims 3 All dlc content
    The date I first notice this: 2/2/24
    Obviously I am using the new app version since it updated.
    Which ID error do you want? I have multiples since I gave you a few days before reporting, I know how updates work.
    I would like to be able to use my games that I paid for, and all the content I purchased.
    I have also uninstalled and reinstalled the app, repaired the games and visited the store.
    Thanks for taking care of this, hopefully sooner than I expect.
  • 57d5b63cebfdf65's avatar
    57d5b63cebfdf65
    2 years ago
    • Your EA ID/Username: 57d5b63cebfdf65e

    • The names of the missing games (please just name a handful): Command & Conquer Generals and other Command & Conquer titles and Red Alert titles. This happened when I moved from Origin to EA App on Windows 11

    • The date when this issue first started: November 2023

    • Your current EA app version (find out here): 13.1210.5634 (79175-ca4c7fd9e4)

    • Your EA app Error Reporter ID (provide it in this thread): d2b802f6-430c-49ba-bc93-b7de02706d93
  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Just to keep the thread updated; we're passed the examples on to the teams for investigation. Thank you!

  • PatSupreme's avatar
    PatSupreme
    12 months ago
    • Your EA ID/Username: PatSupreme

    • The names of the missing games (please just name a handful): Bulletstorm

    • The date when this issue first started: November 2023

    • Your current EA app version (find out here): can't copy the long number from inside EA APP. I will not waste my time trying to write that awfull long number down... It's the latest version!

    •  
    • Your EA app Error Reporter ID (provide it in this thread): c98eab32-6c77-4529-9866-7cd7876f4a58

    I have been writing with EA Support by email for over a month now. All I get is copy-paste * answers, for exampale that Bulletstorm is a "sunset" game is no updates will be available for the game or bugs will not be fixed... but I am NOT asking for that, I know the game is pretty old, I am just asking to be able to play my purchased game again. Everyhting was working fine on Origin and now I see a lot of users have similar problems with EA APP and missing content / games.
    EA need to fix this ASAP or refund us on all the missing content! This is handeled so bad...

  • Babu_Deus's avatar
    Babu_Deus
    12 months ago

    Your EA ID/Username: Babu_Deus


    The names of the missing games Sims4 Horse Ranch, Sims 4 4 Rent, multiple kits and stuff packs for sims 4


    The date when this issue first started: around January 20th


    Your current EA app version: 13.113.0.5626

    Your EA app Error Reporter ID

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