Missing Sims 4 Enchanted by Nature bonus content - Fairy Garden Digital Content

So I'm having issues after purchasing the "Enchanted by Nature" expansion pack and even spoke with two different EA reps which got me nowhere. I bought it on August 6th and it was supposed to include the "Fairy Garden Digital Content" through the EA app on MacOS and the promotion is going till the 21st. I've uninstalled and reinstalled the game several times, with and without the legacy patch. Also deleted my documents folder, used app recovery on the EA app, changed the region to my account as recommended, and still nothing seems to work. At this point I'm unsure what else to do. There's a chance there was a glitch right at the time of purchase that it didn't even add the content the was supposed to be included.  I was recommended to speak to a community manager in the forums, but I'm unsure how to actually do that. If anyone has any pointers I'd really appreciate it. I'm using an M1 MacBook Pro with 16gb ram, running Sequoia 15.6 on the EA app (have never used CC) if that helps at all.

EvanStone288​ 

Did you preorder/purchase the pack through EA App or did you purchase it somewhere else and redeem the product code in EA App?

I purchased it in the EA app on a Mac.

EvanStone288​ 

Thanks for confirming. I’ve moved your thread to the EA App forum. Hopefully someone here will be able to help you.

I have the same problem. I bought the pack in July. I am on Xbox and I have not received the Fairy Garden Digital Content bonus items either :(

I have the same problem. I purchased Enchanted by Nature on 6 August via the EA app and did not receive the digital bonus content. I was referred to the EA helpdesk, which only gave me steps that I had already tried. I spent almost an hour chatting with the nice man or bot! The bonus content is not listed in the packs I own. The nice man didn't even consider that the content might not have been unlocked on EA's side. Instead, I was instructed to restart my PC, clear my cache, and so on. As if I hadn't already tried everything countless times in the days after the purchase. Even completely uninstalling the game and deleting all folders didn't help. But if the content isn't listed as owned, that can't be the solution. The problem must be on EA's side, as something hasn't been properly activated here. But obviously, the help desk can't or won't help further. The colleague wanted to get rid of me as quickly as possible. All the bugs in the game itself are embarrassing enough, but the fact that even promised content isn't provided without problems is on a whole other level! It's really cheeky to train customer service to only look for customer errors instead of considering the option that something went wrong on your end!

Hi imxgen​ Juniengel​ EvanStone288​ 

If you purchased this pack directly from the EA app, we'll need the live support team to review your account and billing details and get this extra content manually added for you- here on the forums we aren't able to access your specific account details to take a look. Please submit a help request here to speak with live support on this. I'd also recommend attaching this forum conversation when you reach out so the team has further info to reference.

MokiMoocha​ 

For issues with your bonus content on Xbox, you'd want to contact Xbox support directly so they can check your Xbox billing history and see what's going on with this content. 

hi EA_Solaire​ I had a fruitless conversation with EA help chat yesterday - they had my account details and billing number, but still said 

 I want to clarify that as a customer care representative, I don't have the ability to directly fix game-related bugs or grant any in-game items unless it is approved by Game developing team. 

Are you saying they will be able to help? The person I spoke to had my account and purchase receipt already.

Hello, as already mentioned, I contacted the support team and submitted all the relevant documentation. However, the employee there did not even know how EA distributes this content via its own app. It took me almost an hour to explain this, and I had to send screenshots of your app to make it clear what I want and that I am entitled to it. I even had to name the individual items, but unfortunately I only knew the German names because I play in German. Your support team should know what you're selling and how you're selling it. What's more, you don't list the names of the items/bonus content anywhere in a comprehensible way. Then you ask people about it. In the end, he looked for a “The Sims 4 Project Grove” pack, which I don't even know what that is. When I said it was the Fairy Garden, he didn't even address it. I was then sent standard solutions and the chat was quickly ended. Am I seriously supposed to open another case and go through everything again, hoping that the next advisor will find the right pack? My time is valuable, and EA has no right to treat its customers this way. There is such a thing as consumer protection, at least in Germany and the EU!

I know you're just doing your job, and I'm very sorry that you have to deal with this trouble 😔

I had another conversation, which at first I thought was more productive - including getting transferred to a "dedicated queue". However, they were still unable to add it to my account.

The most information I got was this:

Alright, I just discussed this with my team and this seems to be something we need to take in consideration, thank you so much for letting us know about this concern, what I will be doing here to help you better is I will be reporting this issue as on your behalf so that our game team can investigate this for you. 

but when I asked when it will be sorted

As this will be investigated by our game team I won't be able to promise you any time frame on this and I really do not want to mislead you on this by providing any incorrect time frame. 

Right now I do not want to mislead you because the team will be working on it and I won't be able to share any details with you. I hope you understand my situation. 

And this was the result - still no Fairy Garden on my account :(

I'll get this checked and in the meantime I would also suggest you to please visit our AHQ and if you find any similar issue please upvote it so that it can be highlighted. - https://forums.ea.com/ 
Team might not be able to contact you directly but any updates or changes will be communicated through our official social media channels, including Twitter. Please keep an eye on these channels for the latest information or you can also contact us anytime to check for updates on this.