Forum Discussion

drachektty's avatar
drachektty
3 years ago
Solved

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

I purchased the Sims 4 Basement Treasures kit via the EA app less than an hour ago. I can see the charge for the kit in my PayPal account. However, the EA app isn't recognizing that I've purchased th...
bug
mac
pc
  • EA_Kent's avatar
    EA_Kent
    3 years ago
    Under investigation. Accepting as solution for visibility purposes only.

    Hi everyone, 

    Thank you for being patient with us while we're looking into this. 

    If you are still not seeing Basement Treasures or Greenhouse Haven in the EA app after you bought them, would you mind sharing an EA app error Report ID with us? For more info on how to find the Report ID check out this article on the EA Help website. 

    Once you have the Report ID please share it here in this thread. We just need the Report ID, not the actual log files. 

    Thanks again! 

BylineBelife's avatar
BylineBelife
Seasoned Ace
3 years ago
@drachektty Dumb question, but have you checked in the game? For me the Greenhouse Haven Kit installed in the background after buying it but didn't show up on the Main Menu until after reloading both the game the EA crApp.
  • drachektty's avatar
    drachektty
    3 years ago

    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.

    • EA_Cade's avatar
      EA_Cade
      Icon for Community Manager rankCommunity Manager
      3 years ago
      Hi @drachektty,

      I took a look into this just now and I see the backend entitlements showing that you own the 2 new kits at this time.

      Are you still seeing this now?
      • FayeG1's avatar
        FayeG1
        3 years ago

        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.

  • valtallica's avatar
    valtallica
    2 years ago

    This worked for me. I opened the game then it started downloaded. Had to close an re-open again after download.

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