Purchased Sims 4 packs not showing as owned/can't install

I had not checked to see if it showed up in game, until I read your comment. It does show as owned in-game, but it still says that I have to download the kit to use it. I closed the game, closed the EA app, ran app recovery, and restarted my computer and the app still says I need to purchase the kit.

I have just bought the two new The Sims 4 Kits (Basement Treasures and Greenhouse Haven. The app tells me I own then, but it won't let me download any. Whenever I click "download", the button fades away (it turns gray, indicating I have clicked on it) and nothing ever happens. I have singed off and back on, have cleared the app cache and also rebooted my pc twice. Nothing works, it's beyond frustrating.

Hello Community Manager,

I am not sure how this forum works but I wanted to write in that I am having the same problem as drachektty. I purchased two kits today the Basement Treasure kit first and the Greenhouse Kit right after. The Greenhouse Kit downloaded but the Basement Kit did not. When I start the game up under My Kits the Basement Kit shows up but it says I need to download to use.  So I exited the game and went back to the EA App home screen and checked under my library add-ons and the Basement Kit is not showing up to download. I am getting frustrated with this App and I want my $6 back if I cannot get this Kit in my game. Can you please assist me. Let me know what you need from me to review this same issue.

@FayeG1  It's possible that this will resolve on its own after a few hours.  So please check back then, and if you still can't download the kit, and the App is still asking you to buy it, please post back.  It might take a bit of time to get a response depending on which community managers are around when you post back, but someone will definitely see this thread.

@BenjiBrPlays  What antivirus do you use, and have you set an exception for the EADesktop.exe?  Please also list the install location for Sims 4, which you can find under Manage > View properties:

@EA_Cade  Yes, the EA app is still showing the Basement Treasures kit as unowned.

Coming back to add that I've sent in a customer support request with all of the information provided here, along with the email associated with my account, and the only response so far has been to provide all of that information again, so someone can get back to me with more information and to post here in Answers HQ if my issue can't be resolved by viewing the FAQ. It is unfathomable to me that a tech company as large as EA doesn't have some form of live customer service. Even if it's not 24/7, it seems like a basic service provided by most companies. I really dislike that I have paid for a product, not received said product, and seem to have zero recourse to fix the issue that doesn't involve asynchronous communication.