Lovestruck Expansion says Installed in EA App but Not Downloaded in-game

Question

I have a major synchronization error with the Lovestruck Expansion Pack. The code was successfully redeemed, and in the EA App, the pack is listed as INSTALLED. However, inside the game menu, the pack is marked as NOT DOWNLOADED and the new world is missing.

Important detail: Earlier, I redeemed a separate code for the Pre-order Bonus Content (the Heartbreak Management items). It seems that having the bonus content license active on my account is preventing the main Expansion Pack license from being recognized by the game client. This is a clear entitlement conflict.

I have already tried:

Clearing EA App cache (App Recovery)

Repairing the game multiple times

Contacting Live Chat, but they were unable to resolve this server-side issue

Can a Community Manager or Technical Specialist please look into my account? I need the licenses to be synchronized. I am willing to have the bonus content removed from my account if that is what it takes to make the actual Expansion Pack work.

Thank you for your help.

ea_mako · Answer

Hey Gemciu​,
While the code may have been redeemed, it is possible for codes to be tied to certain regions, promotions, pre-order windows, offers, and so on. We would only be able to assist with codes purchased through a trusted retailer that can be verified, which seems to be the reason support was unable to look into this further.&nbsp;
I'm afraid we are not able to review your account or make any changes via the forums, so if the support team has taken a look and was unable to assist, you would need to reach out to the retailer where that code was purchased. There is a problem with this code, whether one of the reasons mentioned above or something else, though we are unable to verify it due to where it was purchased. They would need to look into a replacement in this situation.

gemciu · Answer

I have discovered the source of the conflict. I previously redeemed a code for 'Lovestruck Bonus Content' from a different retailer, and now the full Expansion Pack I purchased later is not working. There is a clear license overlap.

Please, I am BEGGING you: just WIPE/REMOVE the 'Lovestruck' content from my account entirely. Delete both licenses so my account is clean. I will then try to redeem my valid code again. I don't care about the money for the first code, I just want the conflict GONE.

ea_mako · Answer

We're not able to make any changes via the forums, Gemciu​, sorry.
If you're trying to delete licenses you'll need to contact support and have them take another look.

aaron3030rob · Answer

lol

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Lovestruck Expansion says Installed in EA App but Not Downloaded in-game

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