Hi there, I've just redeemed a code for a sims expansion pack - the code redeemed fine but when I clicked to download the expansion, nothing happened. I've searched through my library and cannot find the expansion pack either. I've then put the code in to redeem again in case it didn't register however, it's now saying the code has been redeemed.I've looked through the forums for similar issues and have followed the steps given to others to try, however, these haven't worked.I have refreshed my library, reset the app, cleared the cache & I have uninstalled then reinstalled the app but there's still no game.What else can be done?

Hi all, If it's about Newly Purchased The Sims 4 DLCs not appearing in the EA app, please report it here 👉 link. If it is about other Newly Purchased Games/DLCs Not Showing in EA app Library Since Nov. 24, 2023, please report it here 👉 link.If it is about other Previously Owned Games/DLCs Missing from EA app Library Since Nov. 15, 2023, please report it here 👉 link. Thank you. I will close this thread.

Redeemed code, game not in library.

51 Replies

helmkemann
2 years ago
Hello everyone,
I just bought 3 Product Keys for the Game A Way Out. I used all of them and on every single one key i got an Download error and then the Game wasnt in my Library. I uninstalled the EA Desktop app already and cleaned the Cache.
lexlutharx
2 years ago
Same problem, its so annoying
Sophie_Fever
New Traveler
2 years ago
@KiddoKeeda I have the same problem except I purchased via the EA App. I've been looking for answers for hours only to stumble on this thread:

https://answers.ea.com/t5/Bug-Reports-Technical-Issues/Purchased-Game-not-showing-in-Libary/td-p/13238293

This is an issue that's been going on for like a week. I'm so mad I didn't see it before I bought because now I'm out my money and the packs I bought aren't showing in my library/owned. They just prompt me to buy again. No download option.
KiddoKeeda
2 years ago
@Sophie_Fever Very frustrating! If I launch the game though, it's like "hey, remember this game, still want to purchase?" So I clicked it out of curiosity only for it to say I own it already! Went into my game to see if the world is there, its greyed out because it's not installed, clicked it - gave me an error page then took me to the online store but the expansion isn't listed on that. I swear I never had any issues with downloads when The Sims was on Origin!
Sophie_Fever
New Traveler
2 years ago
@KiddoKeeda Exactly the same issue. I click on the main home page in-game (before you select a family etc) and it says 'you own this pack'. But if I go into game and try to use clothing in CAS from it (it's a kit), it says 'you do not own this pack'.

This is all because the EA App refuses to acknowledge I own the packs in order to let me download them. So The Sims 4 is confused because it thinks I've purchased it but I also can't use it.
NeverSeemsToEnd
Seasoned Hotshot
2 years ago
I have the same problem, how can we report this?
Sophie_Fever
New Traveler
2 years ago
@NeverSeemsToEndI tried to submit a bug report here:

https://help.ea.com/uk/help-home/

I followed through the steps (Sims 4, 'I'm Looking For Something I've Bought', 'Email Us', Platform = PC, filled out the boxes with screenshots and info but then got a generic error that wouldn't let me submit it. Tried several times.
Edit: Tried yet again and this time it went through! This is what I put:
Purchased items do not show up in Library on EA App on PC. They won't let me download or play them. Payment has gone through successfully. Order status is 'fulfilled' in EA order history. But EA App continues to show 'Purchase' as though I have not bought them and there is no way to download them.
EA/Origin Username: Sophie_Fever
Email: xxxxxxxxxxxxx
System: Windows 11
Paid through EA App on PC, Windows 11, via Paypal (payment is marked as approved and money has left my bank account).
ORDER DATE: 03/12/23
ORDER NUMBER: xxxxxxxxxxxxx
Items:
- The Sims™ 4 Poolside Splash Kit
- The Sims™ 4 Modern Luxe Kit
- The Sims™ 4 Home Chef Hustle Stuff Pack
nicolaish2
2 years ago
I have redeemed a code from CDkeys, and there was an error when I tried to install it
I have used this link https://help.ea.com/en/help/faq/clear-cache-to-fix-problems-with-your-games/
But I cant see the game from my EA app
lKenzyy
2 years ago
I have the same problem redeemed a code of star wars jedi survivor and nothing appears not even on my library lol
Sophie_Fever
New Traveler
2 years ago
@lKenzyy Unfortunately, given the other threads, this issue seems to be widespread and it does not seem to matter what game/DLC you buy. From what I can gather, it seems to be an issue with the EA App in general. Super frustrating for everyone, especially as it has been around a week and there is no fix as of yet, it seems.