Re: Collection not loading; Errors when logging in/installing games [March 16, 2023]

What about the hundreds of people who pre-ordered who are currently stuck on 'Preparing' download?

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@EA_Kent wrote:

Hi everyone, 

It looks like the issues with the Collection not loading as well as the login errors should now be resolved. If you're still seeing an error when you're trying to install a game in the app, please try logging out and logging back in to see if that helps. 

Thanks for being patient with us while we've been working to get this fixed! 

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I'd really like to know what's being done to correct the "preparing" issue. It's been two hours since I've started this process and nothing is fixing it. I've restarted my app, I've restarted my computer, I've logged out and back in, I've done the restart app and app recovery options. The pack released at 1pm... it's now almost 5pm. This isn't okay. 

Can you please address the "preparing" issue? I've seen it mentioned in multiple threads and it keeps getting grouped in with issues it's not related to. This is it's own seperate problem that I hope gets fixed.

Nope, still receiving download errors after being stuck on "preparing" for the last 3 hours 😕

you and me both

Soooo guys....i uninstalled the game and all the expansions (I have all of them except for the Growing together), I uninstalled EA app, restarted my laptop, re installed app, reinstalled everything and 3 hours later the last one is growing together and it is again "preparing".....I'm sooooo done....😞

It's been an entire day and I'm STILL stuck on "preparing" and receiving download errors. Fuming.

I see that the current solution to the "Stuck on preparing" issue with the Growing Together pack, is to log out and log back into the EA app. I have done this, uninstalled/reinstalled, repaired Sims 4, updated it, and yet still I can't install the game (even though I preordered it) Any Soultions that actually work????

@geminimom0605I managed to get it to work by going to EA.com and checking my orders. For some reason I had a failed and a processing with the option to change payment method...checked my card in my bank app and realised the payment had not gone through because I have blocked transactions abroad so I unlocked and tried to pay it again...30 minutes later game downloaded and worked....So even though I managed I am so upset for the lack of support. First of all whenever I tried to get a phone call from support my country is not on the list....when you  sell your product in a country you ought to offer support...all customers should be treated equally.... it's not only America and Canada that pays you. Secondly, the chat page was always timed out. I had taken two days off after the release date in expectations of enjoying the game and wasted them in frustration trying to fix it without anyone telling me how to when in fact it was an easy fix that took 35 minutes in total....I feel severely disrespected as a customer for support to be unavailable on both channels for me even though I paid the same as everybody else paid....if one chat advisor had responded and told me to check my order I'd have enjoyed playing on my off days instead of trying to fix this. I even erased my whole pc to factory settings out of frustration before I randomly stumbled across the payment issue.....

Hi all of my games are gone from my ea account, I was able to play last Sunday and when I went back in on Monday, my library is empty. I have contacted ea several times and they keep saying that it's the servers. I have thousands of dollars invested.