Sims 4 Is Unplayable - Why?

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post) Can't play
Which client functionality are you experiencing this bug with? Launch Game
When did this happen? (dd.mm.yy hh:mm) Late August 2023
Summarize your bug The Sims 4 doesn't appear in my library. I've had it installed for almost a year, was playing it fine until August 2023. Not been able to access it since. The EA app just says there's an error they're trying hard to resolve...
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I don't really know? Maybe try and go into the library and the Sims 4 won't be there??
What happens when the bug occurs? The EA app sometimes crashes, other times a yellow bar runs across the top of the screen saying ' Hold tight while we try to resolve the issue '.
What do you expect to see? The Sims 4 in my library and for it to be playable again.

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I have used CC and mods in my game so could that have effected it?

I have tried logging out and in again - it hasn't worked.

I have tried clearing the cache - it hasn't worked.

I have reported this error 3 times on the EA Error Reporter in the EA app - nothing has been done.

I have deleted all of the CC and mods from my files - it's made no difference.

I have spent around £70-£80 on this game so it's frustrating that I can't play it.

PLEASE HELP!

bug

mac

EA_Leeuw
2 years ago
Hi @1105Cats,

I have a strong feeling that you're using an incorrect EA account. I can see that on this EA account, The Sims 4 was added today (because it's free most likely). But other than that, there are 0 items on this EA account.

I would recommend reaching out to the support team to potentially get assistance with accessing the right EA account: https://help.ea.com/help/faq/using-ea-help.

6 Replies

1105Cats
2 years ago
The Sims 4 isn't appearing in my library despite having it installed for almost a year! I've deleted all my mods and cc but nothing has worked. I am now reporting this in every way possible! Anyone else had the same problem, can anyone help me?
I am very angry at the EA app because one day they just randomly deny me access to my favourite video game - would not recommend atm.
EA_Leeuw
Community Manager
2 years ago
Hi @1105Cats,

I have a strong feeling that you're using an incorrect EA account. I can see that on this EA account, The Sims 4 was added today (because it's free most likely). But other than that, there are 0 items on this EA account.

I would recommend reaching out to the support team to potentially get assistance with accessing the right EA account: https://help.ea.com/help/faq/using-ea-help.
1105Cats
2 years ago
Thank you so much for replying @EA_Leeuw,
I don't understand how to use EA help, even with the given instructions. None of the ' help options ' seem to apply to me???
Furthermore, I have just had a look at my EA app. In my library, there is still only a black square as if no games are there. The Sims 4 was added almost a year ago! I do have access to the right account, I believe. I tried to 'reinstall' or 'redownload' The Sims 4 in browse. The game came up but it said ' In Library ' even though I cannot see it. When I clicked on the photo to try and get to the download option, my screen just went black like it normally does when I ever try to access anything The Sims 4.
Please try and come up with another solution!
I appreciate you helping me 🙂
1105Cats
2 years ago
I have been having trouble with my Sims game for a while now. I have posted something separate describing my issues and current standing with The Sims 4. My suspicion is that my The Sims 4 shortcut file has accidentally been deleted. I think this because I have been searching through my files and all my other desktop apps ( e.g. Sky Go, Microsoft Teams etc ) have files that are 'shortcut' type. The Sims 4 doesn't have that. In fact, The Sims 4 doesn't appear at all.
Recently, I've deleted all of my mods and CC so maybe I accidentally deleted a major file??? ( sounds like something I'd do - oopsies )
I don't know how to get it back if it has been deleted. It's not in my recycle bin!
However, when I hover over the avatar for The Sims 4 that appears on my laptop home screen it says it's stored in something like program/ElectronicArts/sims4/game/bin!!! How do I access that folder to get my game back?
Please help! Thank you so very much for even taking the time to read this 🙂 Please help me if you can, I'm desperate.
The Sims 4 is my favourite game and this issue has actually occurred since late August this year. I was just optimistically hoping that it would fix itself ( how stupid was that??!! ). Not being able to play has been torture...
Thank you xx
EA_Leeuw
Community Manager
2 years ago
Hi @1105Cats, this direct link should show you the contact options for your query: https://help.ea.com/en/help-contact-us/?product=the-sims-4&topic=missing-purchased-items&category=missing-content&subCategory=never-received-content.

Hope this helps.
1105Cats
2 years ago
@EA_Leeuw Thank you! I have emailed the EA people and hopefully will get a solution soon. If not, I'll post again on here 🙂 Thanks for your constant support during this problematic time for me and for giving me answers. I appreciate you.