Lost Sims 4 Content After Account Migration (Case #221792113)

Hello,

My wife originally purchased The Sims 4 and several DLC packs on her account back when we were using Origin, which was EA’s platform at the time of Sims 4’s release in 2014. After the transitions to EA and later EA Play/EA App, her Sims 4 content was mistakenly migrated to my account instead of staying on hers.

Her account still shows Sims 3 purchases, but all of her Sims 4 content now only appears on my account. We already opened a support case (#221792113) and were told the issue could not be resolved because her account no longer shows Sims 4 in the current purchase history. We believe this is due to migration errors when EA shifted accounts from Origin to EA Play/EA App.

We no longer have purchase receipts from that many years ago, but we know the content was hers originally. We are not asking for anything free, only that her original purchases be restored so she can use her Sims 4 content. Right now, if she plays Sims 4, I cannot play my games, which is frustrating for both of us.

We have been loyal EA players for years and want to keep supporting the company. We are hoping this can be escalated to a team that can review older purchase logs or migration records to help resolve the situation.

Thank you very much for your time and understanding.