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thatredgirl's avatar
thatredgirl
3 years ago

Origin app and EA app not showing same Game Library

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Game Hub
When did this happen? (dd.mm.yy hh:mm) 07/23/2023
Summarize your bug Yesterday, I worked with EA help to merge two accounts. I am able to see all my games under the one account on my mac laptop (Origin). I am only able to see two of the games on my PC desktop (EA app). Prior to the merge, I was able to play all games on both apps depending on which account I was logged into.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Log into the EA app with the merged account. Click on Library. Notice that only 2 games appear.
What happens when the bug occurs? Every time I log into the EA app on my PC
What do you expect to see? I expect to see my entire game library. I expect to see the same games available on Mac (Origin) and PC (EA App).

‌

After several chats with EA Help, they recommended I simply post to the community here.

I play on both Mac and PC regularly.  Yesterday, I contacted EA Help to merge two accounts after I realized I had multiple for EA games.  We were able to merge the accounts without issue and when I logged into Origin on the Mac, I can now see all games.

However, when I log in on the PC, my EA app only shows the games and purchases from the original account (only 2 games).

Yes, I have cleared the cache, reinstalled, restarted, and all that.

I've noticed a few other posts on the community here about it... posted on one of them.  Any help?!

bug
mac
pc

28 Replies

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  • fkirenicus's avatar
    fkirenicus
    3 years ago

    These forums now hold quite a few threads about people not getting their game library from Origin when they now are forced to use the EA app. I know this was an issue even in Nov 21, and still EA forced people to switch over to this app which clearly does not work as it should. And no word about any attempts to try and fix this for their users. Clear cache in the EA app won't work if the account data was not transferred correctly from Origin to the EA app. 

  • EA_Illium's avatar
    EA_Illium
    Icon for EA Staff (Retired) rankEA Staff (Retired)
    3 years ago
    Hi @fkirenicus, If your case was open with email support you can try replying to the last email you received for an update.

  • EA_Illium's avatar
    EA_Illium
    Icon for EA Staff (Retired) rankEA Staff (Retired)
    3 years ago

    Hi @thatredgirl I wanted to confirm if the Sims and expansions are still missing? 

    If so can we try the following and check if it updates?

    Spoiler

    If this keeps up, can you let me know which expansions are missing? 

  • fkirenicus's avatar
    fkirenicus
    3 years ago
    @EA_Illium No, I've tried that. You guys send from a noreply address, making it impossible to communicate with you that way (too).
  • thatredgirl's avatar
    thatredgirl
    3 years ago

    Yes, I have restarted, cleared caches -- everything.  This has been going on for quite a while.

    I owned almost everything...   I am missing the following packs/expansions/kits:

    • City Living
    • Cottage Living
    • Snowy Escape
    • High School Years
    • Growing Together
    • Vampires
    • Jungle Adventure
    • Realm of Magic
    • My Wedding Stories
    • Werewolves
    • Spooky Stuff
    • Bowling Night Stuff
    • My First Pet Stuff
    • Moschino Stuff
    • Tiny Living Stuff
    • Nifty Knitting
    • Paranormal Stuff
    • All Kits -- in fact, I had just purchased the Grunge Kit right before I'd merged accounts
  • fkirenicus's avatar
    fkirenicus
    3 years ago
    @EA_Illium Smooth. You deleted my thread and inserted it as a post here instead. Probably hoping I wouldn't notice?
    Anyway, as I've said, I cannot answer mails sent by you guys, as it comes from a noreply address. What now?
  • EA_Illium's avatar
    EA_Illium
    Icon for EA Staff (Retired) rankEA Staff (Retired)
    3 years ago

    Hi @fkirenicus To confirm we haven't deleted any posts, I've merged these together because as you pointed out here. It seems to be a similar issue, apart of Community Managers moderating the forums is to merge similar posts together!

    If you are not able to reply, Can you try going to help.ea.com and signing into the EA account that created the help case. 

    Select MY Cases in the top left > Select your most recent case tied to this > Select Resume case. 

    Cheers!

    Hey @thatredgirl Thanks for sharing this information, I can pass this on to the team to be aware of. 

    I would recommend also reaching out to our support in case their was an issue with the account merger that's causing this. 

    You should be able to select case information:

     

    The Sims 4  | PC  | Manage my account  | Find missing game

     

    Thanks!

     

  • fkirenicus's avatar
    fkirenicus
    3 years ago
    @EA_Illium Nope. None of the 8 (!!) cases I have (at one time, every time I tried to answer you a new case was created, it seems) am I able to "Resume case" in, and actually get to respond to you. All lead to some "self help" sites with either dead links or "help solutions are currently unavailable".
  • fkirenicus's avatar
    fkirenicus
    3 years ago
    @EA_Illium So, should I just continue cases, knowing that they will be ignored?
    How can a decent company behave like this against their customers?

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