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EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
2 years 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/Februar...
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EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
12 months ago

Hi everyone,

Thank you for the reports.

Unfortunately, some reports do not include the requested (and necessary) information for the investigation(s) into the missing Games/DLCs in your EA app Library.

Please verify and include the following information:

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.

AenocyonGrowl77's avatar
AenocyonGrowl77
9 months ago

Reposting because the problem has not been solved (includes answers to the new questions by community manager EA_Leeuw)

  • Your EA ID/Username: AenocyonGrowl77
  • The names of the missing games: over $180 US worth of Sim 4 DLC (All on sale and gifted to me through Amazon--Pet lovers bundle, Seasons, Grow together, Get together, and 9 more)

  • The date when this issue first started: January 6, 2024. I tried all other possible solutions, including emailing EA but inbox was full, I'm guessing with similar issues from other people.

  • Your current EA app version: I don't own the EA app, EA Play, because I play sims through Xbox, which I can confirm is connected to my EA account and was when I redeemed my codes.
  • More information: I play sims 4 through xbox cloud gaming service, which runs on my computer through an xbox account. This means that I do not have a downloaded file for sims 4 or any of it's DLCs, nor the EA app, unlike most computer users. But that shouldn't have caused any problems with transferring purchases between EA.com (where the codes were redeemed) and my account. Immediately upon receiving the gift codes from Amazon, I rushed to redeem them EA.com, just as was stated in the redeeming instructions. Everything was going smoothly as far as I was concerned, the codes worked and were successfully redeemed. But a few weeks later (Jan 20), the first time playing Sims 4 after buying the packs, I was confused to realize that I did not have them. I go to check my EA.com purchase history, and did not see them, but noted that it could take up to 30 days for them to appear. I also had considered that maybe since they weren't technically purchased, and only redeemed, that would not be the place that they would show up. And yet, over a month later, the 13 DLC that were gifted to me still do not appear in my library when I boot up the game. At first maybe I thought I hadn't been signed in, but then thought that was ridiculous, as what gaming industry would let their product be redeemed without being connected to an account? Then I discovered that other people were having similar issues, and it all made sense. I hope this can be fixed soon, as playing the game without DLC just simply isn't the experience I want when playing Sims 4. And if this is not something that can be fixed, I hope to be reimbursed for the lost money that was spent on faulty product.
  • Full list of included games: Pet lovers bundle, Seasons, Grow together, Get together, Get to work, For rent, Werewolves, Horse Ranch, Dream Home Decorator, Book nook, Outdoor retreat, Kids room stuff, and Little campers

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