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.
The Sims TeamHello 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.
@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.
Community ManagerHi @drachektty,
Thank you for following up!
We are currently looking into some reports of the Basement Treasures kit not showing in the EA app. We appreciate you bearing with us while we're investigating.
I am having the same issue as the other simmers, but it is the Greenhouse Haven kit that I have bought but it is still saying that I need to purchase it. There is no option to download it.
I am having the same problem with the Greenhouse Haven kit. I have repaired the game, cleared the EA app cache, but it is still not registering as owned.
Hello! I, too, am having this issue. Bought the two newest packs earlier today and they say "owned" on my game but no items show up and on the EA App they refuse to say owned, say purchase. I've reset the app, deleted EA App Cache, restarted PC etc.
Thank you!
Would love to play with them soon. 🙂
I'm glad to hear that you're looking into this issue, but I want to be clear that the problem isn't that the Basement Treasures kit isn't showing up in the app. The problem is that I paid for the kit, and the kit is still showing as un-owned (and therefore unable to be downloaded) in the EA app. Again, I'm glad to hear this is being looked into, but it is entirely unacceptable that I, and others, have paid for digital content and are unable to access it.
I just wanted to post back to say thankyou that I have now got the option come up to download the kit. Thankyou.
@puzzlezaddict Thanks for responding to my post. The Basement Treasures Kit appeared in my library today to download. It took 2 days. I think this is ridiculous but at least I have it in my game now.
I'm having trouble downloading and installing Growing Together Expansion Pack. Same problem as mentioned above (original thread).
Don't know where to find the report ID but here is my case ID:
Case #15366295
