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!
Community ManagerHi 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.
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 😔
