Sims 3 disc owner "Cancelled download because you don't own this game" error
Backstory:
In 2009 I purchased The sims 3 disc from Walmart. I later purchased the Sims 3 pets disc as well. I am the original owner of both. In high school I used a different EA account than I use now and those accounts have since been merged as I had access to both and really only use EA to play The Sims games. My daughter recently expressed an interest in playing my old Sims game. I would love to be able to share it with her.
The problem:The Windows PC I use now does not have a disc drive so I unfortunately cannot just pop the disc in and play. Both The Sims 3 and The sims 3 Pets are showing in my library. However, when I try to download them, I get the message that "My download has been cancelled because I do not own the game." When I try to manually put in the game codes, it says the codes have already been used.
What we've already tried:
I've chatted with at least 7 advisors over the last 72 hours over this issue and was told today there is not currently a resolution and was encouraged to post my experience here in case a resolution comes available. I emailed proof of purchase with photos of discs, cases and game codes. An EA advisor today verified that I had used these codes in the past on my own account and he attempted to clean up my history, removing what could be broken files that might be preventing it from working and so my account would recognize the codes belong to me. I have cleared my cache over and over after EA tried resolutions on their end. I have deleted the app and downloaded it again, I have run as administrator and and tried to download just the base game and the base game with the ad on Pets. I have restarted my pc and checked for updates. I'm at my wits end. My husband suggested I repurchase the digital copy but after all this, I really don't want to spend the money on it and I feel I shouldn't have to. Besides that, when I go to the store to purchase, it won't let me because it says I already own the game.
Anyone have any ideas??
Heya LadyBluEyes
If this happened after an account merge, we'd need the live support team to entirely remove those old packs from your account and manually add brand new versions of the packs for you- this isn't something we can do for you over the forums as we don't have access to your account details, but live support can take another look and be sure to add new versions of these packs.
Please submit a new help request here to have live support take another look with you, I'd also recommend you attach this forum conversation when you reach out there so the team has additional information to reference on this.
